Jason Cabral
Auburn,Maine
Summary
Experienced professional seeking a challenging role in marketing, sales, or customer service. Offers exceptional customer service skills, a track record of reliable and proven job performance, and extensive experience in sales and marketing. Committed to delivering outstanding results and exceeding customer expectations. Ready to contribute to a dynamic team and drive business growth through effective communication and strategic problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Technical Support Representative
Thrive Next Gen
07.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- 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.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
Data Entry Administrator
New Balance Athletic Shoe
11.2022 - 07.2023
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Improved data accuracy by meticulously verifying and correcting information during entry.
- Reduced errors and increased efficiency through thorough proofreading and editing of entered data.
- Remained adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.
- Managed large volumes of complex information, ensuring that all records were properly stored in appropriate databases.
- Demonstrated strong multitasking abilities by juggling numerous tasks simultaneously without sacrificing quality or accuracy.
- Supported management in decision-making by providing accurate, timely, and relevant data reports.
- Optimized existing spreadsheets for better tracking and analysis of entered data.
- Provided ongoing support to colleagues by answering questions about specific data entries or offering tips on how to navigate the database system effectively.
- Facilitated smooth transitions during company mergers by effectively consolidating databases from multiple sources.
Call Center Representative
GoNetSpeed
07.2021 - 10.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Digital Support Representative
Wayside Publishing
09.2020 - 03.2021
- As a Digital Support representative, my job is help teachers and students solve technical issues with our online learning platform via email and telephone.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
Customer Service Representative
Time Warner Cable/Spectrum
11.2014 - 02.2020
- As part of Time Warner Cable's Customer Care team, I was responsible for educating customers about their bills, services and equipment, settling billing disputes and resolving technical questions, as well as offering new services and upgrades.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Bookings and Reservations Agent
Ocean Properties LLC
04.2014 - 12.2014
- As a bookings and reservations agent, my job was to properly educate and inform guests about hotel amenities, rates and locations, as well as processing reservations, cancellations and refunds utilizing various customer records management programs.
Emergency Roadside Assistance Agent
American Automobile Association Northern New England Club
11.2013 - 03.2014
- I was part of a team responsible for fielding incoming calls from members who needed roadside assistance and taking their information and using sophisticated mapping and route planning software to locate them, locate the nearest repair facility and convey that information to dispatchers in a timely manner.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Served as a reliable point of contact between law enforcement agencies, insurance companies, repair shops, and towing services during incidents requiring coordination among multiple parties.
- Conducted regular follow-ups with customers to ensure their satisfaction and gather feedback for continuous improvement.
- Effectively communicated insurance coverage details to customers experiencing a breakdown or accident situation.
Returns and Retention Specialist
Brain Research Labs
04.2013 - 08.2013
- My duties include taking customer orders, ensuring accurate and timely returns and exchanges as well as directing customers to higher tier or specialist customer satisfaction representatives if needed as well as retention fo existing customers, and helping them negotiate the returns process.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
Customer Service Representative
TD Bank
11.2012 - 02.2013
- I was in responsible for addressing bank customer inquiries regarding their savings, checkings and money market accounts, as well ass addressing security questions and actively promoting bank products.
Medical Service Representative
Sirona Health, LLC
10.2010 - 10.2012
- I was responsible for answering and directing inquiries of a medical nature for a variety of medical offices, ranging from nationwide insurance carriers to local pediatricians.
Customer Satisfaction Representative
LL Bean
11.2006 - 01.2010
- My duties include taking customer orders, ensuring accurate and timely returns and exchanges as well as directing customers to higher tier or specialist customer satisfaction representatives if needed.
Telephone Marketing Rep
Maine Window and Sunroom
01.2003 - 08.2006
- Responsible for contacting interested consumers and setting up times for our sales representatives to meet with them and discuss our products.
Education
Diploma - College Preparatory
Kennebunk High School
Unknown - Liberal Arts Program
Landmark College
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Customer service expert
- Call Center Operations
- Microsoft Outlook
- Application support
- User Support
- Customer Success Management
- Technical issues analysis
- Account Management
- Service support
References
Available upon request
Timeline
Technical Support Representative
Thrive Next Gen
07.2023 - Current
Data Entry Administrator
New Balance Athletic Shoe
11.2022 - 07.2023
Call Center Representative
GoNetSpeed
07.2021 - 10.2022
Digital Support Representative
Wayside Publishing
09.2020 - 03.2021
Customer Service Representative
Time Warner Cable/Spectrum
11.2014 - 02.2020
Bookings and Reservations Agent
Ocean Properties LLC
04.2014 - 12.2014
Emergency Roadside Assistance Agent
American Automobile Association Northern New England Club
11.2013 - 03.2014
Returns and Retention Specialist
Brain Research Labs
04.2013 - 08.2013
Customer Service Representative
TD Bank
11.2012 - 02.2013
Medical Service Representative
Sirona Health, LLC
10.2010 - 10.2012
Customer Satisfaction Representative
LL Bean
11.2006 - 01.2010
Telephone Marketing Rep
Maine Window and Sunroom
01.2003 - 08.2006
Diploma - College Preparatory
Kennebunk High School
Unknown - Liberal Arts Program
Landmark College