Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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JEREMY STERLING

San Antonio,TX

Summary

Highly organized and detail-oriented professional with a strong drive to exceed expectations. Proven ability to analyze data, develop effective strategies, and provide solutions to complex problems. Equipped to make a valuable contribution to any team. Seeking to leverage skills and knowledge to contribute to the overall success of the team.

Overview

8
8
years of professional experience

Work History

Retail Specialist/Elite02 Card Services/ DC Coach

JPMorgan Chase
09.2023 - Current
  • Assisted leadership developing new hires as well as tenured specialist to better exhibit strong behaviors and meet company metric goals
  • Provided expert guidance on product usage, troubleshooting steps, billing inquiries, and other related topics for a seamless customer experience.
  • Collaborated with team members to provide comprehensive assistance, resulting in improved customer experience.
  • Mitigated risk by adhering to industry regulations, company policies, and data privacy standards when managing customer accounts.
  • Managed high volume of inbound calls, maintaining a professional demeanor and ensuring timely resolution of concerns.
  • Enabled smooth transition during periods of change or growth within the organization by effectively adapting to new systems or processes as needed.

Tech Support/Retention/ Mobile Tier 3 Support

Charter Spectrum
01.2020 - 09.2023
  • Troubleshot and diagnosed problems to accurately resolve a wide range of technical issues.
  • Participated in the Subject Matter Expert program assisting our facilitators oversee and assist new hires with the quality of their calls as they began assisting customers
  • Assisted customers looking to cancel their services by Investigating and resolving customer complaints quickly, and find value in what they have leading them to stay with the company as well as upselling to increase revenue gain
  • Worked on back-office tickets submitted by agents for network, activation and billing issues pertaining to mobile services that they were not able to fix at the time
  • Assisted upper management by giving accelerated training over systems and trouble shooting steps to leads and supervisors transitioning from business video/internet repair to mobile repair

Shift Supervisor

Walgreens
01.2017 - 01.2020
  • Completed store opening and closing procedures
  • Trained new employees and delegated daily tasks and responsibilities.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Balanced cash registers, reconciled discrepancies, prepared end of day reports and prepared bank deposits.

Education

A.A - Business Administration

San Antonio Community College

High School Diploma -

Allen High School
06.2014

Skills

  • Continuous Improvement Planning
  • Team Support
  • Escalation Management
  • Customer Satisfaction
  • Staff Training
  • Customer Support
  • Issue and Resolution Tracking
  • Negotiation and Conflict Resolution
  • Data tracking
  • Performance analysis

Accomplishments

  • Achieved quarterly achievement and top performer awards month over month by keeping my call handle time low, first call resolution high, receiving positive voice of customer surveys, and being recognized by fellow representatives for consistent moral and technical support.
  • Collaborated with team of facilitators in the development of new training practices that have been tested in a live environment offering a better customer experience and agent retention.

Timeline

Retail Specialist/Elite02 Card Services/ DC Coach

JPMorgan Chase
09.2023 - Current

Tech Support/Retention/ Mobile Tier 3 Support

Charter Spectrum
01.2020 - 09.2023

Shift Supervisor

Walgreens
01.2017 - 01.2020

High School Diploma -

Allen High School

A.A - Business Administration

San Antonio Community College

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JEREMY STERLING