Summary
Overview
Work History
Education
Skills
Timeline
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Jack Watts

Ladson,SC

Summary

Friendly IT guy with over a decade of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.

Overview

7
7
years of professional experience

Work History

Call Center Supervisor

Everise
07.2021 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Supervise 20 Customer Service Representatives in providing excellent customer service to callers requiring assistance for billing and claim issues
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning

Insurance Agent

Coverance Insurance Solutions
10.2019 - 07.2021
  • Built relationships with clients using active listening and issue resolution to provide excellent service
  • Prepared and reviewed insurance applications to verify compliance with regulations
  • Developed and implemented marketing strategies to boost sales and increase customer base
  • Analyzed customer needs to provide customized insurance solutions
  • Managed over 20 contacts per day

Tax Preparer II

Jackson Hewitt
11.2018 - 10.2019
  • Preparing income tax return forms for individuals
  • Reviewing financial records and income statements to determine forms needed to prepare the return
  • Interviewing the client to obtain information on taxable income and deductible expenses and allowances
  • Consulting tax law handbooks to determine the procedure for atypical tax returns
  • Calculating form preparation fee according to the complexity of return and time required to prepare forms.

Wireless Team Lead

MarketSource
05.2017 - 12.2018
  • Coached a team of 2 Wireless Team Members
  • Maintained knowledge of multiple carrier plans to compare confidently with guests
  • Offered free device upgrade checks for guests in an effort to persuade them into upgrading their device
  • Worked with the guest to help them set up their new device
  • Assisted the guests in troubleshooting devices that may have issues with network or voice connectivity.

Technical Support Representative Lead

TELUS International
03.2016 - 05.2017
  • Assisted customers via email
  • Resolved 40-60 issues daily
  • Provided broad-spectrum troubleshooting to customers of popular MVNO company
  • Majority of issues that would arise were related to voice, messaging, and network connectivity
  • Responsible for managing and monitoring volume of emails in queue to ensure service levels are met

Education

Associate of Applied Science - Computer And Information Technology

College of Southern Nevada
Las Vegas, NV
05.2021

Skills

  • Network Certification
  • Desktop Diagnostics
  • Analytical and Methodical
  • Microsoft Windows and Office
  • User Assistance
  • Diagnostic Tools
  • Device Configuration
  • End-User Account Management
  • Software Installation
  • Resolve Technical Problems
  • Component Replacement
  • Computer Hardware Knowledge

Timeline

Call Center Supervisor

Everise
07.2021 - Current

Insurance Agent

Coverance Insurance Solutions
10.2019 - 07.2021

Tax Preparer II

Jackson Hewitt
11.2018 - 10.2019

Wireless Team Lead

MarketSource
05.2017 - 12.2018

Technical Support Representative Lead

TELUS International
03.2016 - 05.2017

Associate of Applied Science - Computer And Information Technology

College of Southern Nevada

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Jack Watts