Jacob Johnson-Hayward
Denver,CO
Summary
Dedicated, passionate, professional offering extensive experience in Account Management, Quality Assurance and Customer Service for quality organizations delivering impactful results. Skilled at: establishing client relations, defining needs, and presenting products and services to meet those requirements. Proficient at: defining tasks, delegating objectives, and motivating colleagues to achieve corporate goals. Excel at: time management, organization, prioritization, and communication with colleagues and clients. A leader consistently rewarded with greater levels of responsibility due to a track record of performance and achievement.
Overview
11
11
years of professional experience
Work History
Inbound/Outbound Customer Service Representative
CAMPING WORLD/GOOD SAM
Englewood, CO
05.2020 - Current
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Handled calls as efficiently as possible to make customers were as satisfied as possible
- Seized opportunities to enhance new product offerings to members
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Key Accomplishments
Customer Service Rep-Contract Position
SELECT QUOTE
Englewood, CO
09.2019 - 05.2020
- Engaged with clients, educated them about various insurance products, and recommend coverage based on the scope of their needs
- Answered questions regarding policy types, premiums, and coverage levels
- Serviced a large volume of calls daily in a fast-paced environment
- Key Accomplishments:
- Compared and contrasted top rated insurance companies for the benefit of the client
- Utilized value propositions to recommend the best coverage for clients
- Identified opportunities to enhance coverage to expand the professional relationship
Inbound/Outbound Customer Service Representative
CAMPING WORLD/GOOD SAM
Englewood, CO
02.2018 - 09.2019
- Delivered exemplary support engaging with clients, educating them about products, and processing orders accurately and effectively
- Identified opportunities to enhance the customer experience through necessary product offerings
- Maintained a vast working knowledge of the products and services offered by the organization
- Utilized service strategies, active listening, and communication skills to increase customer satisfaction
Inbound Customer Service Representative
CAMPING WORLD / GOOD SAM
Englewood, CO
05.2017 - 02.2018
- Understood the members' needs and wants by actively listening to them. Used the data to market more goods and services
- Kept a knowledge of everchanging products and services offered so that I could eloquently and effectively describe them to the members in order to generate sales
- Monitored members accounts to ensure that they had all the products and services they needed
- Overcame objections to keep members from sabotaging their travel/membership experience
- Remained calm when dealing with irate members, utilizing communication skills and conflict resolution to help members find their desired outcome
- Key Accomplishments
- Won the Top seller award in my department
- Hit record numbers during a historically slow sales period
- Maintained a sales ranking of 5th or higher
- Consistently met the company's targets for sales/conversion percentage
- Was promoted to Inbound/Outbound Sales Team within less than a year
QUALITY ASSURANCE ANALYST
CAMPING WORLD/GOOD SAM
Englewood, CO
11.2014 - 05.2017
- Developed and defined quality assurance criteria that track the performance of Camping World agents and provided high-quality service.
- Defined daily objectives, delegated tasks, and ensured team members met predetermined standards
- Managed The Quality Assurance Team's controlled efforts emphasizing successful results and identifying opportunities for improvement
- Key Accomplishments:
- Generated a comprehensive QA document adopted by the department as the standard for all colleagues
- Assisted in the call center during periods of high volume, greeting customers, taking orders, and processing transactions
- Monitored calls to ensure the agents were in compliance with internal standards and telemarketing laws
- Broke the record for the highest amount of QA’s completed in one month.
CUSTOMER SERVICE- CONTRACT POSITION
ARIZONA TILE
Denver, CO
09.2014 - 11.2014
- Succeeded in a fast-paced environment engaging with contractors and processing orders via phone, email, and in person
- Managed a portfolio of contractor accounts and catered to specific needs as defined in the account profile
- Consistently achieved and exceeded quotas defined by management
- Key Accomplishments:
- Assisted with the shipment of orders nationally and regionally
- Executed accurate and efficient data entry
- Handled customer service in both retail and commercial settings
Quality Assurance Analyst and Sales Rep
Empereon Marketing LLC
Englewood, CO
05.2012 - 09.2014
- Acquired/maintained knowledge of the range of services provided, and put that information to use to provide clients with the most positive experiences possible
- Presented the features, perks, and advantages of the services in a thorough and appealing manner in order to increase sales.
- Listened to calls taken by agents to ensure that the call center was compliant with telemarketing laws
- Based on calls evaluated, coached/worked with agents to assist them in meeting their own and the company's specified sales targets.
- Facilitated trainings on a range of goods, services, and telemarketing compliance standards.
- Key Accomplishments
- Successfully promoted within four months of beginning entry level position
- Helped increase the average Quality Assurance score of the call center
- Helped raise the number of agents that were consistently compliant
- Aided in boosting overall profits by teaching agents how to make more sales
Education
Associate Degree - Writing And Producing
COLORADO FILM SCHOOL
Aurora, CO05.2012
Skills
- Areas of Expertise Include:
- Account Management
- Business Development
- Relationship Building
- Client Experience
- Product & Service Knowledge
- Value Propositions
- Presentations & Demonstrations
- Staff Training & Mentorship
- Data, Analysis, & Trends
- Quality Assurance
- Regulatory Compliance
- Telemarketing Strategies
- Active Listening
- Teamwork
- Issue Resolution
- CRM Software
- Business Technology
- Conflict Resolution
- Creative Consulting
- Writing
- Story Telling
Timeline
Inbound/Outbound Customer Service Representative
CAMPING WORLD/GOOD SAM
05.2020 - Current
Customer Service Rep-Contract Position
SELECT QUOTE
09.2019 - 05.2020
Inbound/Outbound Customer Service Representative
CAMPING WORLD/GOOD SAM
02.2018 - 09.2019
Inbound Customer Service Representative
CAMPING WORLD / GOOD SAM
05.2017 - 02.2018
QUALITY ASSURANCE ANALYST
CAMPING WORLD/GOOD SAM
11.2014 - 05.2017
CUSTOMER SERVICE- CONTRACT POSITION
ARIZONA TILE
09.2014 - 11.2014
Quality Assurance Analyst and Sales Rep
Empereon Marketing LLC
05.2012 - 09.2014
Associate Degree - Writing And Producing
COLORADO FILM SCHOOL
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