James Ponder
Springfield,MO
Summary
Experienced customer service professional with over 10 years of experience in client management, communication, and problem-solving. Earned certifications in IT - JavaScript and Databases as I continue my education to earn an A.S. in Computer Science. Currently attending the CompTIA A+ Cortex Certification Cohort, and will soon earn my Comptia A+ Certification
Overview
4
4
years of professional experience
1
1
Certification
Work History
Data Entry Clerk
Activus Connect LLC
03.2023 - 02.2024
- Processed over 150 applications daily for a Federal welfare program.
- Assessed applicant eligibility by reviewing submitted qualifying documents.
- Maintained strict confidentiality of sensitive applicant information, ensuring compliance with industry regulations and company policies.
- Communicated with supervisors and colleagues to process applications quickly and resolve discrepancies.
Captioning Agent
Rev Captioning And Transcription
03.2020 - 02.2023
- Developed expertise in various industries, enabling accurate captioning for diverse subject matters.
- Boosted productivity by mastering the use of advanced captioning software tools and techniques.
- Increased client satisfaction by consistently meeting or exceeding required performance metrics.
- Demonstrated versatility by effectively handling multiple assignments simultaneously while maintaining exceptional attention to detail.
Remote Roadside Assistance Dispatcher
Goodyear Fleet HQ
09.2021 - 01.2023
- Received, ticketed, and dispatched 20-30 inbound emergency roadside assistance calls daily.
- Maintained call metrics in the top percentile
- Promoted to a specialty agent role where I audited and managed all active service tickets for a major account.
- Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
- Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
- Increased overall productivity through effective multitasking between phone calls, emails, radio communications, and internal messaging systems.
Education
Associate of Science - Computer Science
Ozarks Technical Community College
Springfield, MO12.2024
High School Diploma -
Branson High School
Branson, MO05.2011
Skills
- Technical Support & Troubleshooting
- Customer Service-Oriented
- Data Entry
- Attention to Detail
- Microsoft Office
- Strong Problem Solver
- Operating Systems Installation
- Software Installation & Configuration
- JavaScript
- Multitasking
Certification
Certiport / IT Specialist - JavaScript
December 2023 - Present
- Issued by: Certiport
- Description: Earners of this badge demonstrate they can recognize, write, and debug JavaScript code that will logically solve a problem.
Certiport / IT Specialist - Databases
December 2023 - Present
- Issued by: Certiport
- Description: Earners of this badge demonstrate foundational knowledge of how to design and query relational databases, such as MySQL, Microsoft SQL Server, or Oracle.
Google IT Support Specialist
February 2023 - Present
- Issued by: Coursera
- Description: Earners of this certification have gained skills in network protocols, cloud computing, windows operating systems, linux command line, systems administration, and encryption algorithms and techniques.
Timeline
Data Entry Clerk
Activus Connect LLC
03.2023 - 02.2024
Remote Roadside Assistance Dispatcher
Goodyear Fleet HQ
09.2021 - 01.2023
Captioning Agent
Rev Captioning And Transcription
03.2020 - 02.2023
Associate of Science - Computer Science
Ozarks Technical Community College
High School Diploma -
Branson High School
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