Jamar Little
Chicago,Illinois
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Committed to exceeding customer expectations to maintain high levels of satisfaction.
Overview
18
18
years of professional experience
Work History
Tier 2 Support Analyst
John Deere
Chicago, IL
03.2023 - 05.2024
- Provide second-level support for escalated technical issues, incidents, and service requests
- Troubleshoot and resolve complex hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment
- Collaborate with Tier 1 support and other IT teams to ensure timely resolution of issues
- Manage and prioritize incidents and service requests based on established procedures and service level agreements (SLAs)
- Document all support activities in the incident management system, including troubleshooting steps, resolutions, and communication with end-users
- Collaborate with Tier 1 support, Tier 3 support, and other IT teams to escalate and resolve issues efficiently
- Participate in cross-functional teams and projects to improve IT services and infrastructure
- Identify opportunities for process improvement and contribute to developing best practices within the support team
- Provide feedback to Tier 1 support for ongoing training and improvement
- Communicate effectively with end-users to gather information, provide updates on issue resolution progress, and ensure customer satisfaction
- Provide clear and concise instructions to end-users for issue resolution or workaround procedures
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Developed scripts for automating repetitive tasks with an emphasis on efficiency and accuracy.
- Investigated root cause of various technical issues by conducting research using available resources such as manuals or websites.
- Analyzed data from multiple sources to identify trends or patterns that could indicate potential problems.
Product Support Analyst
Accenture
Chicago, IL
06.2020 - 01.2023
- Develop deep knowledge within a complex product group.
- Investigate and prioritize advertising issues, escalating to a specialist when appropriate for further troubleshooting or debugging.
- Own tasks end-to-end until they are assigned to a specialist.
- Discern product confusion from bugs, identify solutions, and advise the sales team and advertisers to accomplish the advertisers' desired outcome.
- Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team.
- Partner with product support group specialists to identify solutions to advertising bugs and product confusion.
- Facilitate a high-end customer experience related to support for advertising bugs.
- Mentor team members and own product support areas
- Assisted with troubleshooting and resolving customer inquiries related to product usage.
- Provided technical support for software applications and hardware devices.
- Identified root cause of customer issues and resolved them in a timely manner.
- Developed documentation including process flows and help desk manuals.
- Performed testing on products before release to ensure quality assurance.
- Resolved escalated customer complaints through phone, email, or chat support.
- Collaborated with cross-functional teams such as engineering, sales, marketing. to resolve customer needs quickly.
- Created reports on product bugs and feature requests to inform product development team of necessary changes and improvements.
- Proactively identified opportunities for process improvements based on customer feedback and data analysis.
- Responded promptly to customer inquiries regarding product issues or concerns via multiple channels.
- Investigated complex problems by consulting internal databases and research materials to provide resolution advice for customers.
- Maintained knowledge base content related to common customer questions or issues.
- Coordinated with other departments in order to address customer concerns in a timely manner.
Customer Service Advocate
Verizon
Chicago, USA
11.2019 - 06.2020
- Worked with customers as a customer service and product consultant
- Provided billing details and assistance
- Advised on recommendations to cater to the customer needs
- Managed and assisted in daily meetings and exercises
- Provided a customer-obsessed experience
- Utilized and implemented new advances to ticketing systems and CRMs
- LiveAgent and Five9
COE Specialist
Uber Freight
Chicago, IL
08.2018 - 11.2019
- Managed all C360 submissions for your respective support queue
- Handled first-touch responses on all contacts linked to C360s and resolved escalated customer concerns
- Case manage C360 submissions that require stakeholder input (Content Manager/Product/City Team) and make necessary deviations to knowledge base guidance to ensure an Uber-quality customer experience is delivered
- Escalated C360 submissions that require LOB Content Manager/Product/City Team input for significant changes to the Customer Support Policy
- Made recommendations on new or improved content, either customer-facing (saved replies) or internal support-facing (knowledge base)
- De-escalated inappropriately approved C360 submissions to BPO Team Leads and provided feedback for the BPO or COE CSR who did not follow the knowledge base guidance
- Provided thorough, detailed support using various support platforms (email, chat, phone) to develop case details, analyze information, and present recommendations for internal actions to key stakeholders
- Accounted for full support resolutions for every issue, inspiring customer loyalty
- Anticipated the needs of users so their experiences exceed expectations
- Identified and communicated trends to LOB leadership based on continuous BPO errors
- Filed phabs when the C360 submissions reveal potential bugs that need engineering fixes
- Filed and managed Jiras as well as managed client accounts via Salesforce
- Issued T-Checks and other means of payment
Customer Service Team Lead
AT&T
Chicago, IL
12.2017 - 06.2019
- Managed cross-functional teams of over 10-15 Representatives
- Drove not only numbers but positive morale for significant improvement in productivity
- Oversaw the establishment of training methods and procedures for incoming employees
- Decreased repeat call volume by 40% within the first month
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Maintained above-average metrics as a Representative
Customer Disputes and Resolutions Specialist
Allstate
Northbrook
03.2015 - 05.2019
- Provided accurate and appropriate information in response to claimant inquiries
- Analyzed claimant needs and requirements to determine emergency roadside assistance
- Arranged meetings and appointments with customers in person or via the internet
- Reviewed data to verify the validity of claims
- Interviewed insureds, claimants, and other third-party carriers to determine claim eligibility
- Processed payments on behalf of the claimant to third-party providers
- Introduced claimants to updated policies and insured benefits
- Worked closely with the operations and finance teams regarding claimant forecasting, call volume, and representative scheduling
Communications Technician
Comcast
05.2011 - 03.2014
- Emphasized product features based on analyses of customer needs and technical knowledge of product capabilities and limitations
- Served as a liaison with other departments and operating units in the coordination of day-to-day dispatching and billing
- Prepared financial plans, budgets, inventories, cost controls, distributed agendas, meeting minutes, and related records and reports
- Operated personal computer to compose and edit a variety of correspondence and memorandum from dictation, verbal direction, and from knowledge of established department/division policies
- Processed customer deposits, withdrawals, and payments
- Resolved computer hardware and software, printing, installation, word processing, email, and operating systems issues
- Supervised, coordinated, and reviewed the work activity of operation technicians and labor personnel
Utilities Equipment Repairer and Convoy Security
US Navy
Chicago, IL
06.2006 - 03.2011
- Developed monthly training plans for continuous operational readiness
- Documented job descriptions and standard operating procedures manuals
- Assisted in arranging delivery of building materials and ammunition to neighboring commands
- Coordinated the staging and security for numerous personnel and military vehicles
- Tracked and redirected frustrated hazardous materials resulting in substantial savings to the government
- Conducted a myriad of random safety and environmental inspections for military vehicles and construction equipment
- Enforced hazardous waste regulations to protect life and the environment in accordance with all federal and local environmental agencies
- Controlled daily receipt and delivery of cargo and personnel, at local, intrastate, and interstate distribution points within military jurisdiction
- Maintained in-transit visibility and record of cargo receipts through use of automated tracking systems
- Perused and interpreted blueprints and sketches for construction projects
- Estimated cost of materials, labor, and equipment requirements
- Prepared required reports and conducted briefings to leadership every week
- Informed service members of duties and responsibilities, compensation, benefits, schedules, working conditions, and promotion opportunities
Education
Bachelor of Science - Computer Science
DeVry Institute of Technology
01-2006
Skills
- User Account Management
- Incident Management
- System Administration
- Application support
- Customer Service
- Technical assistance
- Customer Relationship Management
- Debugging
- Product issue resolution
- SQL
- Product Management
- Content Marketing
- Campaign Management
- Analytical Skills
- Microsoft Office proficiency
- Digital Marketing
- Adaptability
- Technical issue analysis
- Remote Support
- Quality Assurance
- Troubleshooting and diagnostics
- Process Improvement
- Interpersonal Communication
- Analytical Thinking
Timeline
Tier 2 Support Analyst
John Deere
03.2023 - 05.2024
Product Support Analyst
Accenture
06.2020 - 01.2023
Customer Service Advocate
Verizon
11.2019 - 06.2020
COE Specialist
Uber Freight
08.2018 - 11.2019
Customer Service Team Lead
AT&T
12.2017 - 06.2019
Customer Disputes and Resolutions Specialist
Allstate
03.2015 - 05.2019
Communications Technician
Comcast
05.2011 - 03.2014
Utilities Equipment Repairer and Convoy Security
US Navy
06.2006 - 03.2011
Bachelor of Science - Computer Science
DeVry Institute of Technology
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