Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Bradley Bonato

Bradley Bonato

Waukegan

Summary

Results-driven Customer Service Supervisor with a strong background in Service Desk Management, Call Center Operations, and Client Support Leadership. Proven ability to lead. high-performing teams, implement process improvements, and enhance customer satisfaction through ITIL best practices. Adept at managing escalations, coaching teams, and optimizing service delivery in fast-paced environments. Skilled in incident management, team mentoring, and technical support operations. Passionate about creating a customer-focused culture that drives efficiency and business success.

Overview

17
17
years of professional experience

Work History

Public Security Officer

Six Flags/Great America
Gurnee
05.2023 - 09.2023
  • Screen Entering Guests for Prohibited Items utilizing X-ray Technology and Metal Detecting Wand
  • Provided excellent customer service, ensuring guest safety and enforcing park policies with professionalism.
  • Assisted in Incident Management, promptly addressing concerns and ensuring a Safe & Secure Guest Experience.

Lot & Garden Attendant

The Home Depot
Gurnee
05.2023 - 08.2023
  • Delivered exceptional customer service in retail environment; assisting customers and enhancing their shopping experience.
  • Supported day-to-day operations, including inventory management and sales support.
  • Assured Parking Lot was Safe & Secure; free of Shopping Carts and Mobile Item Carriers.

Vice President, Client App. Support

JP Morgan Chase Bank
07.2010 - 04.2014
  • Led a team of 20 analysts providing technical support to Large Corporate Clients ($3M+Annual Spend) ensuring timely resolution of complex issues.
  • Designed and implemented ticket prioritization and escalation workflows, cutting response times and boosting client satisfaction.
  • Collaborated with cross-functional teams to improve service processes and align support strategies with business objectives.
  • Team was Awarded Back-To-Back JD.Powers “Best-In-Class” Support Centers for 2012 & 2013.
  • Left my position after Suffering a Life-Altering Illness.

Sr. Service Desk Manager

Health Care Service Corporation
Waukegan
07.2006 - 12.2009
  • Company Overview: AKA: BlueCross/Blue Shield of IL, TX, OK, NM.
  • Led a team of 80+ Analysts in a high-volume (3M+ Incoming Calls in a 24/7 Call Center) supporting customers across four states.
  • Spear-headed Service Desk transformation from a 9-to-5 model to round-the-clock operations, enhancing service availability and response times.
  • Implemented automation tools, reducing ticket resolution time, ASA, and improving efficiency.
  • Developed training programs and conducted focus group meetings across locations, ensuring consistent service standards.
  • Managed high-priority escalations, improving customer retention and satisfaction.
  • AKA: BlueCross/Blue Shield of IL, TX, OK, NM.

Education

Northern Illinois University
DeKalb, IL

Sociology, and Gen. Eds.

McHenry County College
Crystal Lake, IL

High School Diploma -

McHenry Community High School
McHenry, IL

Skills

  • Problem-Solver
  • Customer Focussed
  • Can envision "The Big Picture"
  • SLA/Results Driven
  • Team Builder
  • Logical Mindset
  • Performance Management
  • Technically Astute
  • Incident management
  • Customer service
  • Policy enforcement
  • Security operations
  • Risk assessment
  • Conflict resolution
  • Team leadership
  • Process improvement
  • Effective communication
  • Professionalism
  • Attention to detail
  • Time management
  • Conflict de-escalation
  • Relationship building and management
  • Personnel screening
  • Detail-oriented
  • Document management
  • Information retrieval
  • Documentation skills
  • Process mapping
  • Technical support
  • Service improvement
  • Training facilitation
  • Continuous learning mindset
  • Cross-functional coordination
  • Collaboration and teamwork
  • Business process improvement
  • Strong analytical skills
  • Knowledge transfer techniques
  • Expertise in knowledge management systems
  • Innovative thinking
  • Content management proficiency
  • Knowledge sharing
  • Process automation
  • Problem-solving abilities
  • Adaptability
  • Business continuity planning

Accomplishments

  • JD. Powers, “Best-In-Class” Award to My Chase Global Service Desk Team, 2012 & 2013
  • Customer Service Certification: “Knock Your Socks Off!”, 2002
  • Knowledgebase Operations, 2009
  • Anti-Money Laundering Training, 2009
  • Fraud Investigation Training, 2009
  • Sarbanes-Oxley Act Training, 2002
  • OZ Principles, 1995
  • Business Leadership & Project Management Training
  • ITIL Service Foundations v3.0 Certification, Oct 2008
  • CompTIA A+ Certification, Aug 1990

Timeline

Public Security Officer

Six Flags/Great America
05.2023 - 09.2023

Lot & Garden Attendant

The Home Depot
05.2023 - 08.2023

Vice President, Client App. Support

JP Morgan Chase Bank
07.2010 - 04.2014

Sr. Service Desk Manager

Health Care Service Corporation
07.2006 - 12.2009

Northern Illinois University

Sociology, and Gen. Eds.

McHenry County College

High School Diploma -

McHenry Community High School

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Bradley Bonato