Justin Blose Email & Phone Number

New York, New York, United States

• Provide front-line support to customers via email, chat, and phone, ensuring timely and accurate resolution of inquiries related to products and services.
• Troubleshoot and resolve technical issues by diagnosing customer concerns, offering step-by-step guidance, and escalating complex cases to higher-level support when necessary.
• Maintain comprehensive knowledge of product offerings, updates, and best practices, enabling effective customer education and issue resolution.
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• Collaborate with cross-functional teams such as engineering and sales to provide feedback on customer pain points and suggest improvements for product enhancements. Show less

King Of Prussia, Pennsylvania, United States

• Developed a comprehensive training program, including training videos, documents, and updated workflow processes.
• Oversaw a troubleshooting team dedicated to providing solutions for client IT needs, spanning web-based applications, hardware, and software, resulting in increased client satisfaction.
• Established and monitored a risk-based improvement process, contributing to efficient client escalation resolution.
• Managed team goals aligned with client Service Level Agreements… Show more
• Managed team goals aligned with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Led the hiring, retention, growth, and development of the team through individual meetings, goal-setting, performance reviews, and team-building exercises.

King Of Prussia, Pennsylvania, United States

• Managed the new hire process, providing comprehensive instruction on products, processes, and client services.
• Utilized a risk-based approach to troubleshoot and resolve client ticket escalations promptly.
• Built hunt groups, call centers, and auto attendants based on client demand.
• Achieved high client satisfaction while meeting KPI objectives by closing an average of 100 tickets weekly.

King Of Prussia, Pennsylvania, United States

• Resolved customer engagements and developed solutions for various issues, including calls failing and user setup.
• Monitored customer connections to ensure seamless connectivity between customers and company platforms (Edgewaters, routers, switches).
• Conducted troubleshooting for desktop issues, including printer setup/issues, application support, and general desktop issues through multiple systems (VMWare, Citrix, and RMM).
• Collaborated with technicians to prioritize and… Show more
• Collaborated with technicians to prioritize and resolve high-priority tickets using a risk matrix. Show less

East Hanover, NJ

• Maintained and installed IT equipment, including monitors, desktops, TVs, and peripherals.
• Established and serviced Ethernet cable connections for a company project.
• Troubleshot basic computer errors such as WIFI connectivity, device malfunctions, and peripheral issues.
• Exposed to LEAN/Operations Excellence concepts and participated in continuous improvement projects.

Allentown, Pennsylvania Area

* Taught children new games and dances which were incorporated into a program at the end of the summer.

Hazleton, PA

* Created, served and provided excellent customer service to patrons buying coffee and other specialty drinks. * Managed student staff by providing training for new employees and overseeing operations.

Bachelor Of Science (B.S.), Information Technology

Activities and Societies: Baseball

Hs Diploma

Activities and Societies: NJROTC Baseball