Jason Dennler
Customer Engagement Specialist
Roswell,GA
Summary
Knowledgeable and dedicated customer engagement specialist with a focus on client retention. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, driving sales, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Support Lead
PGA Tour Superstore
Roswell, GA
08.2023 - Current
- Broke down and evaluated customer problems, using personal expertise, and probing.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Communicated with customers to verify roots and causes of computer problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase customer satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Offered assistance in implementing and developing training programs.
- Monitored system performance to identify potential issues.
- Took escalated calls and assisted phone reps with customer concerns in order to resolve any problems or issues.
- Researched and identified solutions to technical problems.
- Created Power Point presentations monthly for any pertinent store information updates, process improvements and/or changes that were beneficial to the customer care center
- Monitored the customer support chat to assist phone reps with any issues pertaining to processes or procedures during live calls.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Operations Specialist
PGA Tour Superstore
Roswell, GA
04.2023 - 07.2023
- Resolved internal and external customer problems with online orders, vendor shipments, and special orders.
- Utilized multiple systems simultaneously in order to research and resolve customer questions through email.
- Navigated and troubleshot key issues in partnership with outside vendors and store leadership teams to find solutions to common and unique problems.
- Collaborated with customer service specialists as well as other business partners to achieve company goals.
- Handled e-commerce management involving domestic and international orders.
- Tackled generating FedEx intercepts, returns authorizations and/or claims, as necessary.
- Communicated website issues to the E-Commerce team in order to find an efficient and quick resolution.
- Aided in gift card activation, history look-up, identified and assisted in fulfilling periodic marketing promotions.
- Kept track of internal Salesforce tasks to keep orders running smoothly and being allocated/cancelled properly.
Customer Service Specialist
PGA Tour Superstore
Roswell, GA
10.2022 - 04.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Engaged in navigating multiple computer applications simultaneously ranging from KIBO, SAP, ECOM, TCS, and more recently Salesforce which became our primary OMS replacing KIBO.
- Maintained a courteous and helpful attitude while searching for solutions on calls that we received exemplary training on.
- Took initiative to be active in our team chat to help other teammates more easily access imperative information about changing policies in our procedures and practices that dealt with the CCC and company as a whole.
- Utilized 3C (Service Now) as our primary call software and made a point to log detailed and accurate information to give an ideal and descriptive overview of the cases I worked on.
- Focusing on timely call resolution, I also took initiative to focus on my wrap up times while in 3C in order to be more free to address calls in the queue.
- While on calls I made it a point to identify when to implement appeasements in certain situations to maintain optimal customer satisfaction within company guidelines and parameters.
- Worked diligently with the OPS team in order to remedy issues with orders that were due to fulfillment or in-store errors.
Senior Intake Coordinator
Sober Living America (Non-Profit)
Atlanta, GA
01.2019 - 09.2022
- Helped coordinate logistics for over 40 locations helping to foster relationships with various counselors and caseworkers from different hospitals and detoxes as well as aided in placement for patients that were on their caseload.
- Excelled at being able to properly describe benefits of each program and gave proper outline of what goals and strategies were in order to best assist future guests.
- Gained experience with processing payments for various services and possess an extensive understanding of Salesforce and Microsoft 365.
- Completed skilled administrative work to support all office staff and operational requirements.
- Enhanced office efficiency by handling 75+ callers per day.
- Supervised and guided new employees on how to resolute calls and responded quickly to questions, which improved understanding of job responsibilities and helped facilitate their growth.
- Engaged with clients to effectively build rapport and lasting relationships.
Line Worker
Duracell Distribution
Fairburn, GA
12.2018 - 01.2019
- Inspected final products to assess compliance with quality standards and established tolerances.
- Graded and packaged finished products, transporting items for additional processing, storage or shipment off-site.
- Supported current production needs by moving items between equipment, conveyors and staging areas.
- Demonstrated proper use of equipment to newly hired employees to avoid workplace injuries.
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Used hand trucks, forklifts and scissor lifts to complete tasks and transport items.
Quality Assurance (QA) Technician
Gold Creek Foods
Dawsonville, GA
08.2018 - 10.2018
- Orchestrated efficient routing by producing accurate shipping documentation and package labels.
- Orchestrated efficient routing by producing accurate shipping documentation and package labels.
- Maintained accurate records including materials weights, bill amounts and identified variances.
- Inspected merchandise and sent damaged pieces for repair before shipment.
Production Worker
Fresh Beginnings
Valdosta, GA
02.2005 - 03.2006
- Compared shipping orders and invoices against contents received to verify accuracy.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
Customer Service Representative
Convergys
Valdosta, GA
09.2003 - 05.2004
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Regularly exceeded daily sales and product add-on quotas.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Leveraged sales expertise to promote various upgrade packages and capitalized on upsell opportunities.
Education
Bachelor's Degree - Business Administration, Entrepreneurship
Strayer University
Online 01.2020 - Current
Associate of Science - Computer Information Systems - Networking
Wiregrass Georgia Technical College
Valdosta, GA 02.2004 - 03.2005
GED -
Wiregrass Georgia Technical College
Valdosta, GA 01.2003 - 03.2003
Skills
Salesforce
Timeline
Customer Care Support Lead
PGA Tour Superstore
08.2023 - Current
Operations Specialist
PGA Tour Superstore
04.2023 - 07.2023
Customer Service Specialist
PGA Tour Superstore
10.2022 - 04.2023
Bachelor's Degree - Business Administration, Entrepreneurship
Strayer University
01.2020 - Current
Senior Intake Coordinator
Sober Living America (Non-Profit)
01.2019 - 09.2022
Line Worker
Duracell Distribution
12.2018 - 01.2019
Quality Assurance (QA) Technician
Gold Creek Foods
08.2018 - 10.2018
Production Worker
Fresh Beginnings
02.2005 - 03.2006
Associate of Science - Computer Information Systems - Networking
Wiregrass Georgia Technical College
02.2004 - 03.2005
Customer Service Representative
Convergys
09.2003 - 05.2004
GED -
Wiregrass Georgia Technical College
01.2003 - 03.2003
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