Jonathan Vasquez Email & Phone Number

Austin, Tx, Us

Hutto, Texas, United States

Hutto, Texas, United States

United States

● Collaborated closely with subject matter experts, product owners, and business analysts to develop ServiceNow articles for new processes, ensuring accurate and comprehensive documentation creation for the Edward Jones knowledge base.● Contributed to converting 300+ technology knowledge base articles into a new table format, resulting in notable improvements in content accessibility, streamlined information retrieval, and enhanced user experience across the organization.● Systematically addressed internal and self-service article concerns by promptly processing feedback from the helpdesk, home office, and branch associates, ensuring alignment with organizational standards and consistently meeting user needs.● Proactively monitored articles scheduled to expire, ensuring timely updates and maintenance to keep information relevant and current.● Engaged in beta testing of a technical writing course to assess and enhance course content and usability.

Austin, Texas, United States

● Spearheaded a knowledge base enhancement project with a team of five agents in Austin and Las Vegas, successfully updating and improving hundreds of Google Fi Wireless articles to ensure accurate and user-friendly documentation, improving team performance, and enhancing customer support.● Collaborated with product support managers and engineers to implement new procedures and policies. ● Led cross-site meetings, orchestrating discussions on product updates and extracting valuable insights on emerging issues.● Designed and implemented assessments and comprehensive Standard Operating Procedures (SOPs) to streamline the recruitment and onboarding process for new Tier 2 team members, ensuring optimal efficiency.● Assisted in the establishment of a new Tier 2 team with an external vendor in Hyderabad by remote training.● Recognized as the Employee of the Quarter for Q2 2019.

Austin, Texas, United States

● As a Google Fi Subject Matter Expert, offered expert guidance and support by addressing complex queries and resolving issues for Tier 1 agents through chat and floor interactions, leading to enhanced agent performance and increased customer satisfaction.● Demonstrated strong leadership skills by overseeing the floor during evening shifts, ensuring smooth operations, maintaining adherence to protocols, and effectively managing team members' auxiliary states.● Guided the onboarding and training of new agents during the nesting phase by providing hands-on support, conducting end-of-day syncs, and facilitating their successful integration into the team.

Austin, Texas, United States

● As a support specialist for Apple Store Online, successfully resolved order issues, addressed shipping concerns, and proactively identified solutions to expedite customer device delivery.● Provided exceptional customer service by assisting customers during the Apple Watch launch, guiding them through the setup process, and ensuring a seamless user experience.● Demonstrated strong problem-solving skills by effectively handling delayed or misdelivered shipments, checking inventory at local Apple Stores, and recommending in-store purchases to ensure customer satisfaction.● Acted as a reliable point of contact for brick-and-mortar Apple Store employees, facilitating customer verification processes and collaborating with the Apple fraud department to maintain a secure environment.● Nominated for Volt Employee of the Quarter for Q2 2016.

Austin, Texas, United States

● Showcased strong leadership abilities as a floating teller, offering coverage for Austin area branch managers' absences, maintaining branch operations, and effectively leading teams to ensure a seamless customer experience.● Maintained precise control over cash transactions, accurately handling deposits, withdrawals, money orders, and check cashing while adhering to strict regulatory guidelines and maintaining a high level of accuracy.● Effectively managed the vault and cash inventory, maintaining accurate counts, monitoring cash drawer limits, and ensuring optimal cash flow for day-to-day operations, while minimizing discrepancies and errors.● Compiled daily reports by meticulously organizing intricate statistical data, discerning critical trends for accurate analysis, and ensuring secure record management of customer data in strict adherence to regulations.

Bachelor Of Business Administration - Bba, Marketing

Associate Of Science - As, Business Administration