Isaiah Bonds
Stockbridge,GA
Summary
Motivated and personable servant-leader with a talent for establishing strong connections and nurturing relationships. Skilled in bridging the gap between technical concepts and customer expectations while upholding company policies. Expertise in improving processes and documentation, driven by a passion for technical problem-solving and training. Committed to maintaining a curious mind, fostering a collaborative environment, and inspiring others to develop their technical knowledge.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Service Crew Member
Wendy's Restaurant
04.2025 - Current
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Supported management with inventory tasks, helping maintain appropriate stock levels for efficient operations.
Customer Sales Representative
Uhaul
- Build strong relationships with clients through attentive service, leading to repeat business and referrals.
- Accurately highlight products and benefits to help guide purchasing decisions.
- Maintained a 93% CSAT in an inbound call center setting.
Customer Support Specialist
Paradigm
- Provided exceptional service via email and chat; utilizing problem solving skills to address inquiries via Zendesk macros.
- Managed client onboarding by creating, formatting and maintaing their data in Microsoft Excel and Access databases.
- Expanded product knowledge by participating in ongoing training sessions and stayed informed of industry updates, increasing my monthly productivity by 7%.
Customer Support Advocate
ServiceTitan
- Resolved an average of 100 cases per week simultaneously via chat, phone and email utilizing Salesforce Lightning.
- Spearheaded internal Jira training resulting in a 75% increase in proper workflow between the engineering and support teams.
- Onsite customer onboarding, hosting software training and live demos to highlight features specific to the business’ goals and needs.
Customer Service Representative
Sage Intacct
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Encourage user self sufficiency by providing knowledge base articles and online resources to resolve customer specific issues
- Foster a positive customer experience while maintaining company guidelines and procedures
Process Analyst
Carter's OshKosh B'gosh
- Improved process efficiency by analyzing workflows and identifying areas for optimization.
- Presented results of mathematical modeling and data analysis to management or other end users.
- Maintain and audit thousands of user accounts and passwords via Active Directory in compliance with SoX and SLA requirements
Education
Bachelor of Science - Information Technology And Informatics
Mercer University
Atlanta05.2027
Skills
- Zendesk
- Slack
- Github
- Jira
- EQ
- CRM software expertise
- Product knowledge
- Process optimization
- Data entry proficiency
- Software development life cycle
- Quality assurance
- Ticket management
Certification
Coursera - Google IT Support March 2025
Basel Institute - OSINT Certification March 2025
Coursera - Google Cybersecurity April 2025
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