Jonathan Doyle Email & Phone Number

Virginia Beach, Virginia, United States

Virginia Beach, Va

Chesapeake, Va

• Served as Voice of the Customer coordinator for the North American market responsible for early detection of product issues and customer complaints.• Analyzed customer telephonic, chat, email, and social media contacts utilizing Excel (including Power Query and Power Pivot) and Power BI.• Created and distributed Excel and Power BI dashboards and reports via email and SharePoint.• Utilized Avaya telephone system and a variety of software & database applications (including PeopleSoft, SalesForce, CMS Supervisor, and Radian6) on a daily basis to perform assigned duties.• Submitted recommendations to contact center management to improve customer support procedures and operations.• Led a 5-person team; assigned tasks, set priorities, and mentored team members.• Provided technical support to Tier I & II contact center agents, management, consumer affairs, training department, and customers.• Assisted product and design engineers investigate suspected product quality issues in the North American Market by coordinating product recovery and gathering Windows and software log files, network configuration, and other technical data from customers.• Trained newly hired Customer Service agents in the setup, connection, network configuration, and troubleshooting of consumer products.

Chesapeake, Va

• Served as the Lead for a newly implemented service scheduling team.• Provided technical support to Tier I & II agents, the Consumer Affairs Team, and Contact Center management to resolve issues reported by customers.• Provided technical guidance to junior members of the service scheduling team.• Prevented unnecessary in-warranty service costs by successfully resolving customer problems and complaints.• Reported suspected product quality issues to the field service company.

Chesapeake, Va

• Led a 4-person content development team.• Developed, edited, and published intranet-based resources and computer-based training modules using Active Server Pages (ASP), Visual Basic Script, Java Script, and HTML.• Created and maintained Microsoft Access database tables to store product information and operational processes.• Provided technical guidance and support to Tier I & II call center agents.• Trained new hires in the connection, setup, network configuration, and troubleshooting of consumer products.

Chesapeake, Va

• Assisted customers with the setup, connection, network configuration, and troubleshooting of consumer electronics products by telephone, email, and chat.• Demonstrated a high level of technical proficiency and customer service.• Efficiently utilized intranet and network based resources to perform troubleshooting and provide solutions.• Provided technical guidance to junior members of the team and Tier I call center agents.

North Charleston, Sc

• Maintained excellent knowledge of products and services to fulfill customers’ needs.• Responded to incoming requests for cancellation of services and persuaded customers to maintain their account in good standing.• Proactively contacted customers who were identified as at risk of cancellation and ensured that every opportunity to retain these customers was investigated.• Identified opportunities to turn dissatisfied customers into loyal customers.

North Charleston, South Carolina

• Answer customer calls and actively listen to accurately identify reason for contact.• Build customer relationships, earning customer loyalty and trust.• Troubleshoot and resolve a range of issues including but not limited to device, billing, and service problems.• Generate excitement for new products and services that can enhance customer experience.

Chesapeake, Va

• Assisted customers telephonically with the setup, configuration, connection, and troubleshooting of consumer electronics products.• Provided guidance and support to Tier I and Tier II call center agents.• Facilitated a Quality Circle team that recommended automated software processes which reduced call center average handle time by 15 seconds.• Co-developed accommodation guidelines empowering associates to resolve customer issues and facilitate one-call resolutions.

Chesapeake, Va

• Assisted customers telephonically with the setup, configuration, connection, and troubleshooting of consumer electronics products.• Provided guidance and support to Tier I call center agents.

Chesapeake, Va

• Assisted customers telephonically with the setup, configuration, connection, and troubleshooting of consumer electronics products.

Chesapeake, Va

• Supervised 12 directory assistance operators.

Chesapeake, Va

• Looked up and provided individual and business telephone listings to customers within 30 seconds with a high degree of accuracy.

Fort Jackson, Sc

• Supervised 2 junior drill sergeants.• Responsible for the welfare, training, and discipline of 30 Basic Combat Training soldiers.• Planned and conducted training in battle drills, physical conditioning, individual and small unit tactics, first aid, inspections, and basic rifle marksmanship.

Fort Carson, Co

• Managed 4 support sections consisting of 4 section leaders and 32 employees.• Updated, secured, and safeguarded personnel and training records.• Accounted for employees, material, equipment, and vehicles valued over $900,000.• Assigned organizational tasks to department heads.• Enforced safety standards, field sanitation, communication procedures, and security policies.• Coordinated administrative and tactical movements.• Calculated logistical requirements for training and combat operations.

Fort Carson, Co

• Supervised 2 team leaders and 10 employees.• Participated in combat mobility, counter-mobility, and survivability operations.• Directed the preparation and installation of primary and secondary firing systems for explosives.• Directed the arming, disarming, and installation of anti-personnel and anti-tank mines.• Supervised the locating of mines by visual means, probing, or use of a mine detector.• Recognized and neutralized booby traps, friendly and threat mines, and firing devices.• Provided technical guidance to employees in the accomplishment of their duties.• Supervised the operation and maintenance of engineer wheeled and tracked vehicles.• Directed the construction of fighting positions and wire entanglements.• Supervised the placement of explosives and clearing misfires.• Directed a mine-clearing line charge loading team and minefield marking team.• Conducted reconnaissance operations, including determining limiting slopes, curves, stream velocity, and gap widths.

Baumholder, Germany

• Managed the receipt, inspection, inventory, loading, unloading, segregation, storage, issuing, delivery and turn-in of organizational and installation supplies and equipment.• Supervised the preparation and filing of all organizational supply documents.• Maintained automated supply system for accounting of organizational and installation supplies and equipment.• Managed and controlled weapons and ammunition in secure areas.• Inspected completed work for accuracy and compliance with established procedures.• Reviewed and annotated changes to unit inventory.• Posted transactions to organizational and installation property books and supporting transaction files.• Determined method of obtaining relief from responsibility for lost, damaged and destroyed supply items.

Hanau, Germany

• Supervised 2 team leaders and 10 employees.• Participated in combat mobility, counter-mobility, and survivability operations.• Directed the preparation and installation of primary and secondary firing systems for explosives.• Directed the arming, disarming, and installation of anti-personnel and anti-tank mines.• Supervised the locating of mines by visual means, probing, or use of a mine detector.• Recognized and neutralized booby traps, friendly and threat mines, and firing devices.• Provided technical guidance to employees in the accomplishment of their duties.• Supervised the operation and maintenance of engineer wheeled and tracked vehicles.• Directed the construction of fighting positions and wire entanglements.• Supervised the placement of explosives and clearing misfires.• Directed a mine-clearing line charge loading team and minefield marking team.• Conducted reconnaissance operations, including determining limiting slopes, curves, stream velocity, and gap widths.

Berlin, Germany

• Performed basic combat construction.• Operated light engineer wheeled vehicles.• Participated in combat mobility, counter-mobility, and survivability operations.• Prepared and installed primary and secondary firing systems for explosives.• Armed, disarmed, and installed anti-personnel and anti-tank mines.• Located mines by visual means, probing, or by using a mine detector.• Recognized and neutralized booby traps, friendly and threat mines, and firing devices.• Completed French Armed Forces Commando School #10.

Berlin, Germany

• Assisted in the supervision of 10 employees.• Participated in combat mobility, counter-mobility, and survivability operations.• Directed the preparation and installation of primary and secondary firing systems for explosives.• Directed the arming, disarming, and installation of anti-personnel and anti-tank mines.• Supervised the locating of mines by visual means, probing, or use of a mine detector.• Recognized and neutralized booby traps, friendly and threat mines, and firing devices.• Provided technical guidance to employees in the accomplishment of their duties.• Supervised the operation and maintenance of engineer wheeled and tracked vehicles.• Directed the construction of fighting positions and wire entanglements.• Supervised the placement of explosives and clearing misfires.• Conducted reconnaissance operations, including determining limiting slopes, curves, stream velocity, and gap widths.

Fort Devens, Ma

• Received, inspected, inventoried, loaded/unloaded, stored, issued and delivered supplies and equipment.• Maintained accountability of organizational and installation supplies and equipment valued over $500,000.• Issued, received, secured, and controlled weapons, sensitive equipment, and high value items.• Scheduled and performed preventive and organizational maintenance on weapons.• Completed On the Job Training and the Unit Supply Specialist correspondence course. Awarded Secondary Military Occupational Specialty (SMOS) 76Y.

Fort Devens, Ma

• Performed basic combat construction.• Operated heavy engineer wheeled vehicles.• Participated in combat mobility, counter-mobility, and survivability operations.• Prepared and installed primary and secondary firing systems for explosives.• Armed, disarmed, and installed anti-personnel and anti-tank mines.• Located mines by visual means, probing, or by using a mine detector.• Recognized and neutralized booby traps, friendly and threat mines, and firing devices.

Certificate, Consumer Electronics Technology, 4.0

Diploma, Organizational Leadership & Training

The Drill Sergeant School Course (DSSC) is a 9 week resident course designed to provide Non-Commissioned Officers (NCOs) the skills.

Diploma, Engineering, Organizational Leadership & Training

The Advanced Non-Commissioned Officer's Course (ANCOC) is a 12 week resident course that trains NCOs in job specific courses. It provides.

Diploma, Engineering, Organizational Leadership & Training

The Basic Non-Commissioned Officer's Course (BNCOC) is an 8 week resident course that trains NCOs in job specific courses. It provides.

Diploma, Organizational Leadership & Training

The Primary Non-Commissioned Officer's Course (PNCOC) is a 4 week resident course that provides basic leadership skills. It provides.

Certificate, Mos 12B Combat Engineer

Combined Basic Combat Training (BCT) and Advanced Individual Training (AIT) aka One Station Unit Training (OSUT)

High School Diploma, General Studies

High School located in Portsmouth, VA