Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jared Wicker

Altamonte Springs,FL

Summary

Dynamic customer service professional with extensive experience managing support teams and enhancing operational efficiency. Proven track record of fostering team collaboration and driving results while consistently adapting to evolving business needs. Expertise in conflict resolution and staff training ensures a high-performing team capable of delivering exceptional service. Committed to creating a positive customer experience through strategic leadership and effective communication.

Overview

23
23
years of professional experience

Work History

Technical Support Representative/Sales

Asurion
05.2025 - Current
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Achieved or exceeded company-defined sales quotas.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.

Sales Associate

Lids Locker Room
11.2024 - Current
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.

Customer Service Team Leader

IntouchCX
04.2016 - 05.2025
  • Led a high-performing team of CSRs through effective coaching and mentoring, resulting in a measurable increase in performance metrics
  • Successfully designed and implemented process improvements and SOPs for tier 1 and tier 2 agents, enhancing efficiency
  • Conducted thorough quality assurance assessments, ensuring compliance with company standards and fostering continuous improvement
  • Managed escalated customer requests with a focus on resolution and satisfaction, strengthening customer loyalty
  • Monitored and analyzed key account metrics, delivering consistent results that contributed to overall team performance

Sales Associate PT

Burlington
10.2022 - 06.2023
  • Delivered excellent customer service with a positive, professional attitude
  • Accurately and efficiently ring on register
  • Process layaways, returns, and exchanges

Tech Support

PlumChoice
08.2014 - 02.2016
  • Provide technical, operations, and training support of end user computers and devices by telephone and remoting in
  • Install, support and maintain client printing environment
  • Basic computer/network troubleshooting
  • Install software and run virus cleaning on end user computers
  • Remote

Cable Technician

Orlando Business Telephone
01.2003 - 04.2005
  • Streamlined communication networks by installing and configuring new telephone systems to meet client needs.
  • Collaborated closely with other technicians during major projects, leveraging collective expertise for successful outcomes.
  • Installed wiring, cabling and networking hardware on customer premises.
  • Installed and configured new devices and system components.
  • Read blueprints and schematics to correctly place equipment.

Education

Associates Degree - Information Technology

Keiser University
Orlando, FL
12.2008

Skills

  • Results-oriented team development
  • Customer service expert
  • Call center operations
  • Technical issues analysis
  • Complaint resolution
  • Cable management
  • Telecommunications
  • System configuration
  • Relationship building

Timeline

Technical Support Representative/Sales

Asurion
05.2025 - Current

Sales Associate

Lids Locker Room
11.2024 - Current

Sales Associate PT

Burlington
10.2022 - 06.2023

Customer Service Team Leader

IntouchCX
04.2016 - 05.2025

Tech Support

PlumChoice
08.2014 - 02.2016

Cable Technician

Orlando Business Telephone
01.2003 - 04.2005

Associates Degree - Information Technology

Keiser University

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