Jason Macarthur Email and Phone Number

● Ability to problem solved in fast paced environment.● Working in settings with multiple software applications● Invoicing and processing payments● Daily Cash Reconciliation● Filing documents, invoices ( various publisher’s)● Cash and Credit Card Sales● Re Ordering of Books and Merchandise● Shipping and Receiving● Enter information into software database

● Analytical Thinking● Problem Solving● Follow policies● Follow call flow● Handling customer requests via email or chat● Provide first call resolution to reduce call back● Use multiple software and applications

● Identify and document quality assurance issues● Assist with immediate corrective actions on-site as necessary ( Live Coaching )● Investigate consumer/customer complaints, facilitate root cause solutions, and communicate the results to the supervisors and managers.● Attend weekly meetings● Train and coach agents on the Quality Acceptance Criteria

● Help foste positive relationships among team members● Take escalated calls● Answering questions, providing resources and sharing team progress.● Provide feedback to agents● Assist with call monitoring and mentoring of agents

Resolving issues via Ticketing System● Provide T2 Support to in house agents● Provided a very high level of client service● Review customer questions and reported problems● Investigate and resolve customer cases● Test system scenarios and duplicate issues to resolve customer inquiries● Triage product queues daily● Meet with Product Team members to discuss customer inquiries

Evaluate employee performance to gauge where skills are lacking.● Create training programs to address skill gaps in employees.● Prepare learning materials for programs.● Develop onboarding programs for new employees.● Conduct surveys to gauge the effectiveness of programs.

● Analytical Thinking● Working in settings with multiple software applications● Remote Access working● Installation; configuration, maintenance, updates, of hardware and software.● Troubleshoot and resolve technical problems relating to networks, workstations and software applications.● Enter accurate information into software database● Ordering parts , processing payments.

 Provide professional technical assistance for problems and issues regarding home telephone services, Internet, Business Internet Accounts. Train New Hires Resolving Billing Issues , Fraudulent transactions  Troubleshot various software, and hardware issues Guiding customers through steps to resolve technical problems and issues.  Problem Solving / Decision Making Skills