Jon Conover
Summary
Accomplished Customer Experience Supervisor with a proven track record at Republic Bank & Trust Company and New York State Department of Taxation and Finance enhancing operational performance through data analytics and leadership. Expert in CRM software and fostering customer empathy, significantly improved quality assurance guidelines, and KPI achievements. Skilled in complaint management and team development, driving excellence in customer service in both a remote and in-person environment.
Overview
9
9
years of professional experience
Work History
Customer Experience Supervisor
Republic Bank & Trust Co. - Tax Refund Solutions
10.2019 - Current
- Create and implement quality assurance guidelines and procedures focused on measuring and improving quality standards.
- Develop and analyze statistical data reflecting call center and back-office support activity and operational performance.
- Manage phone systems with an emphasis on skill-based monitoring.
- Design a dashboard outlining staff success based on KPI's for the contact center and multiple ticketing systems.
- Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
- Constructed and administered customer service training processes and quality assurance content.
- Orchestrated calibrations and maintained organized reports to preserve and improve KPI goals.
Taxpayer Services Representative II (Supervisor)
New York State Department Of Taxation And Finance
01.2015 - 06.2019
- Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed.
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Effectively managed escalated customer situations, via phone or in writing, working towards mutually agreeable resolutions while maintaining professionalism at all times.
- Maintained knowledge of tax law and regulatory requirements, to include crediting bodies - federal, state, and local requirements - as well as New York State Department of Taxation and Finance's policies.
- Retained in-depth knowledge of New York State tax forms to educate taxpayers in a complete and accurate manner for their tax inquiries and liabilities.
Education
Bachelor of Science - Business Administration
SUNY College of Technology At Delhi
Delhi, NY12.2015
Skills
- Business Analytics
- Call Center Experience
- Complaint Management
- Concise, Personal, and Professional Communication
- CRM Software Knowledge
- Customer Empathy
- Data Analytics
- Leadership
- Tax Record Examination
Timeline
Customer Experience Supervisor
Republic Bank & Trust Co. - Tax Refund Solutions
10.2019 - Current
Taxpayer Services Representative II (Supervisor)
New York State Department Of Taxation And Finance
01.2015 - 06.2019
Bachelor of Science - Business Administration
SUNY College of Technology At Delhi
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