Jason McDonald
Hampton,GA
Summary
Results-oriented Online Chat Specialist considered an asset in the workplace. A pleasant personality coupled with exemplary communication and customer engagement skills. Ready to take on a new role that requires energy and enthusiasm while driving business success.
Overview
6
6
years of professional experience
Work History
Customer Service Chat Representative
Comcast
Atlanta, GA
07.2021 - 10.2023
- Answered questions from customers that came in through the company's online chat feature.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Referred unresolved customer grievances to designated departments for further investigation.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
Online Chat Representative
Microsoft
Remote, Remote
12.2020 - 08.2022
- Answered questions from customers that came in through the company's online chat feature.
- Used various skills to resolve problems in a reasonable amount of time.
- Monitored customer issues to deliver the best resolution course, following steps involved for appropriate procedures.
- Maintained understanding of company computer software, products, and services.
- Maintained understanding of company computer software, products and services.
Tier 1 Technical Support Representative
DEXIS
Atlanta, GA
01.2019 - 03.2019
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Responded to incoming calls, emails and tickets from customers seeking technical assistance.
- Tracked progress of open tickets using the ticketing system until resolution was achieved.
- Diagnosed and resolved technical hardware and software issues for customers over the phone or via remote access tools.
Customer Care Specialist
Sony Electronics
Remote, Remote
05.2017 - 01.2018
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Interacted with customers to provide and process information in response to inquiries, concerns, and requests about services and products.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
Education
MBA - Business Management
Georgia State University
Atlanta, GA06-2017
Skills
- Efficient and Detail-Oriented
- Technical troubleshooting
- Understanding Customer Needs
- Verbal and Written Communication
- Customer Service
- Product knowledge
- Ticketing systems
- Remote access
- Documentation skills
Timeline
Customer Service Chat Representative
Comcast
07.2021 - 10.2023
Online Chat Representative
Microsoft
12.2020 - 08.2022
Tier 1 Technical Support Representative
DEXIS
01.2019 - 03.2019
Customer Care Specialist
Sony Electronics
05.2017 - 01.2018
MBA - Business Management
Georgia State University
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