Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JAY LABOE

Chagrin Falls

Summary

Experienced in providing technical support and troubleshooting for end-users, utilizing problem-solving skills to diagnose and resolve issues efficiently. Demonstrates a track record of effective communication and exceptional customer service. Help Desk professional with a proven track record of efficiently and effectively resolving technical issues. Known for a strong focus on team collaboration and achieving results, proficient in troubleshooting, customer support, and adapting to changing needs.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Help Desk Support Specialist

MLS Now
07.2024 - Current
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
  • Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
  • Oversaw and created a Chatbot API that interfaced with our Matrix system via our CRM system's Knowledge base and creation of Q&A flow charts for member communication during and after business hours.
  • Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
  • Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
  • Coordinated closely with other departments for cross-functional issue resolution when necessary.
  • Collaborated with IT team members to develop comprehensive solutions for complex problems.
  • Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
  • Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
  • Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
  • Worked with document imaging technologies and deployment software.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Oversaw installations of new technology and new personnel training.
  • Offered assistance in implementing and developing training programs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.

Quality Assurance Coordinator

MLS Now
11.2023 - 11.2023
  • Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
  • Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
  • Improved product quality by implementing rigorous testing processes and protocols.
  • Implemented effective training programs for team members, fostering a culture of continuous improvement within the department.
  • Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.
  • Investigated recurring customer complaints, determining source of user or adjudicative system's non-conformance incidences and recommending solutions.
  • Enhanced overall efficiency of the quality assurance process by streamlining workflows and documentation.
  • Ensured compliance with industry standards and regulatory guidelines for quality management systems.
  • Optimized resource allocation by prioritizing critical tasks in the quality assurance process, ensuring timely completion of projects.
  • Implemented new quality assurance and customer service standards.
  • Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
  • Reported production malfunctions to managers and production supervisors.
  • Recorded, analyzed, and distributed statistical information.

Realtor

Keller Williams Greater Cleveland Northeast
04.2018 - Current
  • Advised clients on market trends and local real estate conditions, helping them make informed decisions.
  • Developed marketing plans to promote properties for sale, including listing on MLS, Social Media, and print.
  • Coordinated with appraisers, title companies, lenders, home inspectors and other third parties to ensure a successful closing process.
  • Negotiated contracts between buyers and sellers to reach agreement on price and terms of sales.
  • Maintained accurate records of all transactions from start to finish using specialized software programs.
  • Conducted open houses and showings of properties to prospective buyers.
  • Answered inquiries from potential buyers regarding features of property listings.
  • Assisted clients in obtaining financing options such as mortgages or loans.
  • Generated leads through networking activities, cold calling prospects, referrals.
  • Developed relationships with vendors who could provide services related to the purchase or sale of real estate.
  • Provided guidance and support throughout the entire purchasing process from initial search through closing.
  • Prepared documents such as purchase agreements, deeds, leases and other legal documents related to real estate transactions.
  • Reviewed inspection reports prior to closing ensuring that all necessary repairs were completed.
  • Researched zoning regulations for specific areas when preparing property listings.

Supervisor Enrollment Operations

CVS Caremark
03.2008 - 03.2015
  • Responded promptly to customer inquiries via phone or email regarding available properties.
  • Attended industry events such as conferences or seminars related to real estate topics.
  • Monitored changes in local markets that could affect the value of listed properties.
  • Coordinated with other departments to ensure smooth flow of work processes and communication.
  • Developed and implemented policies and procedures for efficient workflow.
  • Ensured compliance with all applicable CMS laws, regulations, and standards.
  • Maintained accurate records for tracking progress and performance of team members.
  • Provided training and guidance to team members on operational procedures and best practices.
  • Monitored employee productivity levels to identify areas for improvement or additional resources needed.
  • Conducted regular reviews with team members to assess their performance and provide feedback as needed.
  • Implemented new technologies or software systems to automate manual tasks or streamline operations.
  • Collaborated with senior leadership on strategic initiatives related to operations.
  • Prepared reports summarizing key metrics of daily reports.

Education

Associate of Arts - Communication Studies

Lakeland Community College
Willoughby, OH

Skills

  • Schedule Coordination
  • Security protocols
  • Remote support
  • Application support
  • Incident management
  • Help desk software
  • Ticketing systems
  • Operating systems
  • Pricing Negotiation
  • Appraisals
  • Administrative Support
  • Sales Forecasting
  • Marketing and Advertising
  • Property Closing
  • Property Marketing
  • Market Research
  • Leads Generation
  • Client Relations
  • Customer education
  • Technical support
  • CRM software
  • Report generation
  • Problem-solving
  • System performance assessments
  • Incoming call management
  • Service schedule coordination
  • Teamwork and collaboration
  • Problem-solving abilities

Certification

  • Ohio State Real Estate License
  • Certified Home Stager
  • State Licensed Pastor

Timeline

Help Desk Support Specialist

MLS Now
07.2024 - Current

Quality Assurance Coordinator

MLS Now
11.2023 - 11.2023

Realtor

Keller Williams Greater Cleveland Northeast
04.2018 - Current

Supervisor Enrollment Operations

CVS Caremark
03.2008 - 03.2015

Associate of Arts - Communication Studies

Lakeland Community College

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JAY LABOE