Christopher Jamison
Duluth,GA
Summary
Knowledgeable and dedicated customer success professional with extensive experience in the technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Compliance Analyst I
Intuit Mailchimp
03.2022 - Current
- Investigate user accounts through email-based ticketing system to identify compliance issues and determine appropriate course of action to bring issues to resolution, while meeting strict service level agreements for customers
- Exceeded department metrics by handling 50 customers per day through email.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Utilize established methodologies and documented investigation techniques to identify problems, collect data, establish facts, bring issues to resolution
- Respond to issues in accordance with defined Service Level Agreements and maintain defined productivity and quality metrics
- Collaborate and be subject matter expert with Delivery, Product Support, Legal, Billing or other internal departments on issues related to compliance.
- Developed improvement and corrective action plans to bring operations in line with requirements.
- Advised clients on compliance fraud and investigations, as well as potential remedies and required actions.
Customer Success Advocate
Square
03.2021 - 03.2022
- Created great experiences to clients by providing the best of Square’s service level of empathy and compassion over telephone and email, while meeting strict service level agreements
- Handled high volume of inbound phone calls in fast-paced environment.
- Identify and research the root cause of client’s account by investigating potential account fraud and risk, technical issues or banking questions to deliver the best possible customer experience
- Utilize Square polices to educate customers on how Square and its products and services work, that is based on client’s business needs
- Document each client issue in a clear and concise format within our CRM system to keep up with business trends
- Works efficiently to stay within the Square metrics to ensure all customers needs are being met with high standards
- Works closely and be a subject matter expert with Fraud, Product Support, Internal Risk, departments on issues related to Risk support.
Library Technical Assistant: Information Commons Manager
Georgia Gwinnett College Library
02.2019 - 03.2021
- Establishes rapport with students, staff and faculty on library technology and research needs via in person, phone and chat
- Analyze and implement new library systems and focus on trends to create better experience for students and faculty
- Managed library computer lab facilities around campus to create a pleasant atmosphere for students and faculty
- Works as a liaison with college technology department to ensure library technology is functional
- Plan and develop methods of how the the campus library can be an asset to the college.
- Compiled and submitted library activity and performance reports for improved insight.
- Stayed up-to-date on library policies and procedures to smoothly enforce standards.
Customer Service Specialist
VWR International
08.2018 - 02.2019
- Maintains communication via phone/email/chat for order processing, inquiries and expediting for customers, sales representatives and vendors
- Analyzed customer data to better promote products and services
- Creates and maintains a professional environment for customers to resolves issues by utilizing SAP and Salesforce systems
- Creates possible clients by utilizing product and industry knowledge.
Customer Care Specialist
Verizon Wireless
03.2018 - 08.2018
- Creates a positive customer experience with Verizon culture at a high volume
- Provides inbound customer support and telephone sales to customers in a timely fashion
- Provides accurate billing, products and services resolutions through CRM system
- Utilizes technical support knowledge and education to provide Tier 1 support for customers.
Sales Specialist
Apple Inc
08.2014 - 03.2018
- As a member of the sales team, helps develop customer relationships and meet sales metrics with the Apple culture
- Helps build strong customer relationships with educating customers and using a wide variety of demo/presentations of Apple Technology
- Provides strong customer service and support for all standard Apple applications and basic hardware including hardware resets, password resets, Application store walkthrough and software installations
- Train new hire staff and give fearless feedback to assist with better behaviors to maintain a positive customer experience.
Library Assistant I: Information Commons Supervisor/Student
Georgia Gwinnett College Library
02.2010 - 03.2018
- Provides technical assistance to faculty, staff, and students for computer related issues in software or hardware
- Utilizes and manages printing system and event calendaring system (25live)
- Prepares and manages reports for any technical computer issues
- Utilizes library catalogue and library databases to help maintain up to date knowledge about the library
- Train and mentor student assistants
- Provided front desk assistance to librarians in the maintenance of collections of books, periodicals, magazines, newspapers, audiovisual, computer software/hardware, scanner, and copier
- Utilized knowledge of the library catalog and policies to serve patrons in an effective manner
Education
Bachelor of Business Administration - Management Information Systems
Georgia Gwinnett College
05.2016
Skills
- Research Proficiency
- Active Listening
- Sales Expertise
- Client Satisfaction
- Best Practices Management
- Client Relations and Retention
- Analytical Skills
- Account Management
- Functional skills with SAP, Jira ticketing system, Zendesk and Salesforce
- Over ten years of customer success
Timeline
Compliance Analyst I
Intuit Mailchimp
03.2022 - Current
Customer Success Advocate
Square
03.2021 - 03.2022
Library Technical Assistant: Information Commons Manager
Georgia Gwinnett College Library
02.2019 - 03.2021
Customer Service Specialist
VWR International
08.2018 - 02.2019
Customer Care Specialist
Verizon Wireless
03.2018 - 08.2018
Sales Specialist
Apple Inc
08.2014 - 03.2018
Library Assistant I: Information Commons Supervisor/Student
Georgia Gwinnett College Library
02.2010 - 03.2018
Bachelor of Business Administration - Management Information Systems
Georgia Gwinnett College
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