Johnathan Simon Email & Phone Number

Columbia, Sc, Us

Hybrid

Managed ticket processing and reduced average ticket resolution time by 20%, ensuring that Hallmark employees received timely assistance and minimizing downtime.Implemented process improvements that led to a 30% reduction in device provisioning time, resulting in quicker device deployment for new employees and substantial time savings for the IT department.Providing ongoing support, troubleshooting, and updates to maximize device performance.Analyze and Clean data in Excel; create pivot tablesCreated dashboards in Tableau displaying Quarterly, Monthly, and Daily stats for Executive team members.Achieved 97% ticket to call ratio January through July 2023, leading team of Specialists.Resolve Hallmark field employees issues via phone, chat, or email. Escalate tickets in the ServiceNow system when additional support is needed.Improved process of ConnectWise ticketing systems resulting in 31% quicker response time.

Responsible for handling mobile requests for over 25 corporate clients via emailing corporate vendors, processing order in various cellular carrier portals, and internal ticket numbersHandle help desk calls for various corporate clients to assist with equipment activations and device provisioning.Provided overnight and 24-hour weekend on-call supportComplete requests for assumption of liability requests, setup and provisioning for use of devices abroadWorks with the internal team to complete daily service requests within contractual Service Level Agreement (SLA) requirements

Columbia, South Carolina, United States

Reduced processing time by 20% through streamlined procedures, resulting in improved efficiency.Demonstrated a deep understanding of policy clauses and endorsements by assisting insurance agents in processing requests, ultimately contributing to efficient and accurate policy management.Effectively communicated with insured clients to address concerns related to policy renewals and nonrenewals, demonstrating a customer-centric approach and a commitment to client satisfaction.

West Columbia, Sc

Analyzed serviceability data to identify trends and areas for improvement, leading to a 10% increase in service availability.Maintained up-to-date serviceability documentation, including network maps and infrastructure details, to aid in accurate service provisioning.Communicated serviceability updates and potential limitations to clients, establishing clear expectations and fostering trust in service offerings.Provided technical support to management and sales agents, assisting with technical inquiries and ensuring that serviceability requirements were met.

West Columbia, Sc

Processed an average of 50 sales orders per day, resulting in a 15% reduction in order processing timeManaged and updated the customer relationship management (CRM) system, ensuring data accuracy and completeness, and providing sales teams with valuable insights for targeted outreach and relationship buildingTracked sales orders throughout the fulfillment process, ensuring on-time delivery and proactively addressing any potential issues, which led to a decrease in order fulfillment errors.

Elgin, Sc

As a Pro Analyst with Verizon Wireless, retention agents are trained to ask fact-finding questions to uncover reasons customer are wanting to cancel services. To help reduce cancellation requests, we created strategic improvements to aid in customer satisfaction, monitored and maintained usage on cellular phone plans for customers, and troubleshoot devices in the US and abroad. Shipped equipment and devices through the supply/inventory management-program functions on consumer accounts.

Elgin, Sc

Customer Service Representatives primary duties are to assist customers by answering questions about price plan changes and offer suggestions, perform Tier-1 and Tier-2 troubleshooting to remedy customer device issues. Pro-actively review all customer account information while on calls to identify and match customer's current and future needs with the appropriate products and services.While I was a CSR, I also was a transition assistant aiding new hire teams with questions and escalations and created a month over month performance plan for agents to decrease AHT and improve ACPD.

Sumter, Sc

Incident Response – Communicates with customers on phone, e-mail, chat to assist in resolving customer incidents and service requests. Documents fully the interaction and actively uses knowledge management tools to assist in the process.Quality Management – Continually work to improve the quality of the services offered by reviewing past calls, reviewing quality management feedback and meeting with supervisors to better understand and reach the quality standard in their interactions with customers, reviewing and adherence to policies and processes related to account management practices.Personal Development - Actively participate in training and development opportunities which assist in current job assignments as well as careers goals.Knowledge Management – Review and recommend changes to Knowledge Management documents for continuous improvement of the documents used in incident response and technician troubleshooting.*Promoted to Assistant Manager November 2006

Answer phone and obtain information from suppliers, and/or carriers on transportation deliveries.Respond to and communicate all emergencies, delays due to weather, carrier schedule changes, etc.Prepared documentation and coordinated transport of resources and materials. Marked and labeled freight; documented and inventoried cargo; and prepared and submitted report documentation.

Data Analytics Certificate, Analytics

Earned my Data Analytics certificate from Coursera

B.A, History

Activities and Societies: Alpha Phi Alpha Fraternity, Inc. Morris College Chorale Scholar’s Bowl