Jason Byrd
North Wilkesboro,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with teammates. Specialize in quality learner support, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Care Training Moderator
Lowe's Contact Center
North Wilkesboro, NC
10.2021 - Current
- Support business growth through new hire training and mentoring.
- Develop team communications and information for meetings. Participate in continuous improvement by generating suggestions to process, engaging in problem-solving activities to support teamwork.
- Create skill builders and other documents to enhance New Hire learning.
- Monitor training material, recognizing discrepancies and promptly addressing for resolution.
- Demonstrate professionalism through respect and friendliness. Willing to help wherever needed.
- Monitor participant workflow and behaviors throughout training process.
- Prepare and co-present supplementary learning material to support structured lessons.
- Monitor and report trainee progress, introducing new learning tools to address individual needs (scavenger hunts, one-on-one mentoring, games, etc).
- Interact with trainers and participants to provide logistical and technical support before, during, and after learning training.
- Remain flexible and promptly adjust to unexpected needs that may arise in scheduling, class size, and trainer support.
- Provided ongoing feedback to process development to ensure articles are accessible and ever-evolving to meet customer and associate needs.
- Identified opportunities for cross departmental communication and development to ensure quality and consistency throughout new hire and tenured training.
Customer Experience Expert
Lowe's Home Improvement
North Wilkesboro, NC
02.2021 - 10.2021
- Collaborate with leadership team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolve customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Document customer interactions in Salesforce to maintain customer history details.
- Utilize telephone, online chat and email platforms to deliver outstanding customer service.
- Met KPIs including service levels, handle time and productivity.
- Seek ways to improve processes and services provided.
- Selected to encourage utilization of new customer service technologies and platforms.
- Championed company values by consistently delivering empathetic and professional support through all touchpoints of customer relationship lifecycle.
Rental Property Manager
Betty Byrd Rental
North Wilkesboro, NC
11.2013 - 01.2021
- Complete final move-out walk-throughs with tenants to identify any required repairs.
- Handle tenant complaints and disputes promptly and appropriately by creating maintenance requests and other support services as needed.
- Introduce prospective tenants to types of units available and performed tours of premises.
- Use property management software to ensure accurate receipt and rent collections at all times.
- Worked with tenants and business regarding process issues to come to mutually beneficial solutions for all parties.
Retail Pharmacy Technician
CVS Pharmacy
North Wilkesboro
05.2013 - 11.2013
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Communicated instructions to patients or caregivers about proper use and storage of drugs.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency, and service quality.
Education
Bachelor of Arts - Sociology
Meredith College
Raleigh, NC05.2013
Bachelor of Arts - Theater Arts
Meredith College
Raleigh, NC05.2013
Skills
- Multitasking and Prioritization
- Creative Problem Solving
- Verbal and Written Communication
- Technical Support
- Microsoft Office
- Process Optimization/Analysis
- Written Communication
- Recordkeeping
- Staff Education and Team-Building
- Basic Coding
- Fostering Communication Among Departments
Timeline
Customer Care Training Moderator
Lowe's Contact Center
10.2021 - Current
Customer Experience Expert
Lowe's Home Improvement
02.2021 - 10.2021
Rental Property Manager
Betty Byrd Rental
11.2013 - 01.2021
Retail Pharmacy Technician
CVS Pharmacy
05.2013 - 11.2013
Bachelor of Arts - Sociology
Meredith College
Bachelor of Arts - Theater Arts
Meredith College
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