Jay Johnson Email & Phone Number

Georgia, United States

• Collaborate with cross-functional teams to ensure seamless integration of software configurations.• Prioritize requests in the ServiceNow backlog, ensuring that high-priority requests are handled promptly and efficiently.• Troubleshoot software configuration issues for customers, demonstrating exceptional problem-solving skills.• Write basic code to configure customized software to customer specifications/requirements.• Use tools such as LHDev, SMTools, ServicePoint Store Management, and Control Point for various installations/configurations.• Test solutions to ensure they meet customer needs and function as expected.• Follow up with customers to ensure that delivered solutions meet their requirements and expectations.• Work closely with NCR to provide customers with highly customized production systems.• Onboard and train new associates, ensuring a smooth transition and knowledge transfer within the team.• Provide ongoing training and support to associates and end-users.• Perform quality control checks to ensure optimal system performance.

United States

• Provided leadership as a team coach, guiding associates in application quality control.• Analyzed business applications used by Agents.• Oversaw team function and use of business applications used for Underwriting, Billing and Policy modifications. • Maintained meticulous documentation of quality control processes and associated records.• Demonstrated a proven ability to enhance team performance by helping locate and resolve business application errors.

Georgia, United States

• Efficiently handled inbound customer calls for licensed insurance products.• Addressed client inquiries, facilitated policy modifications, and provided claim support.• Adhered to compliance standards and regulations in a licensed insurance environment.• Maintained meticulous documentation and record-keeping of customer interactions and service activities.• Demonstrated a proven ability to resolve customer issues promptly, ensuring high satisfaction.• Underwent ongoing training to stay current with insurance products, industry regulations, and customer service best practices.

Georgia, United States

• Handled inbound calls and consultations for property and casualty insurance products.• Generated and presented detailed quotes, ensuring client comprehension.• Adhered to sales scripts, identified cross-selling opportunities, and maintained compliance with regulations.• Maintained meticulous documentation and record-keeping within a call center environment.• Demonstrated a proven ability to resolve client inquiries promptly and meet or exceed performance metrics.• Underwent continuous training to stay updated on product knowledge, regulations, and effective sales techniques.

Georgia, United States

• Fielded incoming calls from members requiring emergency roadside assistance, including services such as towing, locksmith, fuel, battery, and minor mechanical issues.• Understood the nature of the member's distress, ensuring their immediate safety, and documented the details promptly and accurately.• Maintained a compassionate and composed demeanor, especially during high-intensity calls.• Relayed critical information to internal and external teams to expedite the dispatching process.• Worked collaboratively with the team to ensure the smooth operation of the Emergency Roadside Service.