Jack Hansen
Adelphi,MD
Summary
Detail-oriented Manager with extensive experience in operations and customer service. Capable of resolving complex issues with ease and patience. Excellent client and project management skills. Action oriented with the ability to communicate effectively thru technology to employees and consumer audiences.
Overview
25
25
years of professional experience
Work History
Tier 2 Customer Service Representative
F.H. Cann & Associates, INC.
12.2021 - Current
- Assigned to Massachusetts Department of Unemployment
Assistance (DUA) project. - Assisted customers in identifying issues and explained solutions to restore services.
- Provided support for fellow representatives regarding protocols and procedures via Teams chat .
- Managed over 35 customer calls per day.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used Microsoft Excel to manage and process support actions and requests.
- Documented transactions and support interactions in UI online system for future reference and addition to knowledge base.
Operations Manager
Takeout Taxi Of Maryland & D.C.
06.1994 - 09.2016
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Scheduled employees for 2 shifts, taking into account customer traffic and employee strengths.
- Trained new employees on proper protocols and customer service standards.
- Reviewed shift reports to understand current numbers and trends.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Dispatcher /Shift Supervisor
Takeout Taxi Of Columbia
08.1992 - 06.1994
- Completed store opening and closing procedures and balanced tills.
- Dispatched 20-25 independent contractors for a high volume restaurant delivery service.
- Helped store management meet standards of service and quality in daily operations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Skills
- Customer Account Management
- Organizational Skills
- Training Material Development
- Resolving Problems and Incidents
- Calm and Professional Under Pressure
- Microsoft Windows and Office
- Call Center Operations
- Responding to Difficult Customers
Timeline
Tier 2 Customer Service Representative
F.H. Cann & Associates, INC.
12.2021 - Current
Operations Manager
Takeout Taxi Of Maryland & D.C.
06.1994 - 09.2016
Dispatcher /Shift Supervisor
Takeout Taxi Of Columbia
08.1992 - 06.1994
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