Jason Anderson
Troy,OH
Summary
With 23 years of experience in a call center environment, this candidate is a reliable self-starter who excels both independently and as part of a team. They possess the ability to handle multiple projects and clients simultaneously, consistently surpassing quality and performance metrics. Their exceptional organizational skills allow them to effectively prioritize and manage time, ensuring optimal efficiency. They are dedicated to delivering high-quality service to internal agents, clients, and customers, consistently exceeding expectations.
Overview
14
14
years of professional experience
Work History
Loyalty Agent
CxLoyalty
09.2020 - 01.2025
- As a redemption specialist, I took inbound calls from customers across ten clients to support and facilitate the redemption process for credit card loyalty program reward points
- Provided knowledgeable and quality service to all customers, clients, and agents
- Consistently exceeded productivity and call quality requirements
- Performance Indicators: Quality Assurance Score of 3.9 (Goal 3.6), Average Handle Time 2.37 (Goal 3.15)
- Assisted with new hire training classes
OOP Executive Analyst
CxLoyalty
08.2010 - 03.2020
- Researched and responded in writing to escalated complaints from agencies such as state Attorneys General, the Better Business Bureau and private attorneys.
- Provided exceptional customer service to all customers on every call.
- Resolved all customer issues in a timely and professional manner.
- Resolved all escalated calls and complaints with focus on one resolution.
- Promoted a positive customer experience by using all appropriate tools and resources to resolve customer issues, including, but not limited to: Help System, FTC, IMEM, PGNG, and SRRT.
- Documented all correspondence and customer issues in tracking database(s).
- Worked collaboratively with OPS Support to resolve all escalated written member correspondence.
- Partnered with Customer Relations (Legal), MRM, PG Support and Res Support to resolve and escalate customer issues.
Education
Bachelor of Arts - Political Science
Ohio State University
Columbus, OHSkills
- Strong Written and Verbal Communication
- Quickly Adjusts to Change
- Effective Time Management
- Timely Task Execution
- Active Listening
- Effective Time Management
- Collaborative Team Engagement
- Analytical Thinking
- Customer Satisfaction Expertise
Key Strengths And Skills
- Adaptability
- Meeting Deadlines
- Time Management
- Excellent Written and Verbal communication
- Active Listening
- Organization and Prioritization
- Team Building
- Motivational and Resilient leader
- Critical Thinking and Problem Solving
- Customer Satisfaction
- De-escalation Skills
Timeline
Loyalty Agent
CxLoyalty
09.2020 - 01.2025
OOP Executive Analyst
CxLoyalty
08.2010 - 03.2020
Bachelor of Arts - Political Science
Ohio State University
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