Jason Caul
CL Customer Service Rep
Miami,FL
Summary
Successful customer service representative with 17 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
CL Customer Service Representative
Progressive Casualty Insurance
Miami, FL
02.2022 - Current
- Assist policy holders with their policies
- Assist agents with their clients’ policies
- Issues federal and state fillings
- Knowledge of federal and state regulations
- De-escalate irate customers
- Resolve billing issues
- Review policy holder’s policies for accurate rating and prices
- Quote new policies with agents.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Care Operator
Duke Energy Progress
Raleigh, NC
10.2019 - 01.2021
- Assist customers with their electric accounts
- Processing payments and payment arrangements
- Connect and disconnect service
- Run credit checks
- De-escalate irate customers
- Resolve billing and usage issues
- Review, monitor and collect on deposit for residual accounts
- Basic knowledge of CIM systems
Tech Support Specialist
Conduent
Raleigh, NC
09.2018 - 11.2019
- Assist customers with their iOS devices
- Software including troubleshooting
- Assistance helping change personal information associated with their iOS devices
- Performed screen sharing with customers.
Wireless Call Center Representative
Verizon, Conduit Global - US
McLeansville, NC
02.2017 - 05.2018
- Assist customer with their Verizon Wireless accounts
- De-escalating upset customers.
PCA Personal Care Assistant
Wilkes County Adult Care
Wilkesboro, NC
05.2013 - 08.2015
- Provide basic care to clients such as bathing, toileting, dressing and feeding
- Assist with activities of daily living
- Chart and take monthly vital signs and weights
- Help in monitoring participants
- Transport clients on referral visits
Merchandiser
Mallard Group
Grand Prairie, TX
09.2010 - 08.2012
- Reset Lowes Home Improvement Warehouses and Wal-Mart stores
- Custom built bays to displays products
- Moved all of store products to new locations
- Labelled bays for products
Merchandiser
Mallard Group
Elk Grove, CA
01.2011 - 01.2012
- Reset O'Reilly's Auto Parts stores
- Removed old products and replaced with new products
- Moved gondolas to new locations
- Build gondolas for products
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Verified products appeared at correct locations in proper quantities.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
Collections Manager
CompuCredit
North Wilkesboro, NC
10.2007 - 01.2010
- Contacted cardholders to collect payments on delinquent accounts
- Assisted cardholders on payment options
- Contact cardholders by phone and entered data into computer systems
- Overseeing a team of 8-12 agents
- Coaching agents so that they can perform at their best.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
Team Leader
Mi-De
Mooresville, NC
01.2005 - 01.2007
- Supervised team members to setup new stores
- Placed products in bays for millwork department
- Ensured quality of work from team members
Education
Master of Science - Pharmaceutical Science
University of Florida
Gainesville, FL 12.2020 - Current
Bachelors - justice studies
Winston Salem State University
08.2015 - 5 2017
Associate - arts
Wilkes Community College
08.2012 - 5 2015
High School Diploma - undefined
Wilkes Central High School
08.2001 - 5 2005
Skills
Strong in MS Access and Excel
Accomplishments
- Received "Star" Award in 2022.
- Collaborated with team of 7in the development of Subject Matter Expert.
- Supervised team of 15 staff members.
Timeline
CL Customer Service Representative
Progressive Casualty Insurance
02.2022 - Current
Master of Science - Pharmaceutical Science
University of Florida
12.2020 - Current
Customer Care Operator
Duke Energy Progress
10.2019 - 01.2021
Tech Support Specialist
Conduent
09.2018 - 11.2019
Wireless Call Center Representative
Verizon, Conduit Global - US
02.2017 - 05.2018
Bachelors - justice studies
Winston Salem State University
08.2015 - 5 2017
PCA Personal Care Assistant
Wilkes County Adult Care
05.2013 - 08.2015
Associate - arts
Wilkes Community College
08.2012 - 5 2015
Merchandiser
Mallard Group
01.2011 - 01.2012
Merchandiser
Mallard Group
09.2010 - 08.2012
Collections Manager
CompuCredit
10.2007 - 01.2010
Team Leader
Mi-De
01.2005 - 01.2007
High School Diploma - undefined
Wilkes Central High School
08.2001 - 5 2005
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