Jonathan Hawk Email & Phone Number

Greenville, South Carolina Area

Greenville, South Carolina Area

Greenville, South Carolina Area

In this role, I manage a team of representatives with the goal of ensuring optimal productivity and quality customer satisfaction. This includes supervising, staffing and scheduling team activities in the call center; coordinating and conducting communication and staff training sessions; evaluating employee performance; providing ongoing coaching and development; conducting performance reviews; and handling escalated customer complaints.

Greenville, South Carolina Area

• Provided alternate solutions to customers wanting to disconnect service, allowing them to see the value Verizon Wireless has to offer• Communicate complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension• Take accountability for and resolves all customer issues and ensures impending solutions are effectively followed up on with customers• Successfully position solutions that increase the value of the customers’ wireless experience and leads to customer loyalty• Recognize bells of churn; ensure that network and device experience meets brand expectations and leads to customer loyalty• Pro-actively work to resolve customer issues completely and independently• Model leadership behavior for my team and the call center

North Charleston, Sc

• Provided detailed customer service and technical support for external voice and data product customers • Resolved hardware and software issues and identified network/applications issues • Provided detailed information on how to set up/configure data and voice products • Troubleshoot PC Operating systems, specifically Device Manager and TCP/IP configuration. (Macintosh and Windows operating systems) • Utilized the NRB and IT Self Help Ticket trouble ticket systems for tracking customer interactions and problem resolution • Follows up with customer to prevent unnecessary call backs and deliver 100% customer satisfaction

Dublin, Ohio And Franklin, Tn

• Handled all collections functions for all areas in the nation • Resolved complex customer issues through high-level decision-making and extensive research • Provided guidance and on-the-job training to less experienced team members • Work with minimal supervision • The ability to work with a team and meet group goals and deadlines daily • Developed a plan to help mentor numerous members of NOST• Assisted other coworkers transitioning from a primary function NOST representative to a Universal Representative• Top Performer of my team 2 months • Received the Gold Star Service Award for providing stellar customer service • Have taken a 3 day classroom training on developing core skills for leaders • Analyzed and interpreted consumer credit reports and account history to assess scope of risk • Order and operations support for internal and external agents consisting of activation of new accounts/subs and submission of orders for correct line features in both ACSS and e*ROES systems. • Supported Credit and Activations due to heavy call volume during the inauguration of the iPhone launch while serving as a NOST Senior Representative

Dublin, Ohio

• Performed account maintenance, such as updating and documenting account information and records, as well as analyzing customer financial information • Efficiently handled accounts by analyzing information and identifying root cause of customer issues • Resolved complex customer issues through high-level decision-making, efficiently handled delinquent accounts with consumers while maintaining a balance between NPS scores and the needs of the business • Assisted with supervisory duties such as monitoring Enterprise Administrator, leading weekly roll calls, auditing eCredit applications, monthly trainings, and conduct side by sides with representatives to provide feedback in an effective way to motivate performance and confidence in their abilities

Bachelor Of Business Administration (B.B.A.), Business, Management, Marketing, And Related Support Services, 3.62

Associate Of Arts (Aa), Business Administration And Management, General With A Focus In Marketing, 3.62 Gpa

Bachelors in Business Administration with a focus in Marketing