Jon Conover
Summary
Knowledgeable Customer Experience Supervisor with proven track record in enhancing customer satisfaction, streamlining service operations, and leading high-performing teams. Skilled in data analytics, complaint resolution, and quality assurance. Adept at leveraging technology to improve service efficiency and customer interactions.
Overview
10
10
years of professional experience
Work History
Customer Experience Supervisor
Republic Bank & Trust Co. - Tax Refund Solutions
10.2019 - Current
- Improved customer service quality by developing and implementing quality assurance guidelines, resulting in a measurable increase in CSAT scores.
- Managed relationships with external SaaS providers to ensure seamless service delivery.
- Lead a team of employees, optimizing operational performance through KPI-driven decision-making.
- Refined workforce management forecasting to reduce spending by 35% ($400k+) in a five-month duration, without sacrificing efficiencies or SL's.
- Visualized and maintain a real-time dashboard, enhancing staff efficiency and service tracking across multiple ticketing systems.
- Reduced customer complaint resolution by 8% though enhanced call routing and escalation protocols.
- Developed and facilitate training programs to improve execution and maintain compliance with compliance standards.
Taxpayer Services Representative II (Supervisor)
New York State Department Of Taxation And Finance
01.2015 - 06.2019
- Supervised a team of customer service representatives, providing coaching and targeted training to enhance performance.
- Managed escalated customer inquiries, maintaining professionalism and regulatory compliance in all resolutions.
- Implemented process improvements that streamlined taxpayer inquiries, reducing AHT by ~35 on the average interaction related to its respective call topic.
- Provided expert guidance on state and federal tax regulations, ensuring accurate taxpayer education and support, along with increased one-call interactions.
- Conducted staff performance evaluations, identifying areas for improvement and mplementing corrective action.
Education
Bachelor of Science - Business Administration
SUNY College of Technology At Delhi
Delhi, NY12.2015
Skills
- Complaint Management
- Team Leadership & Coaching
- Customer Experience & Relationship Management
- Business Analytics & Data Interpretation
- KPI Tracking & Performance Optimization
- CRM Software & Contact Center Management
- Quality Assurance Training & Development
- Call Center Systems & Skill-Based Routing
- Process Optimization & Workflow Automation
Quote
Innovation distinguishes between a leader and a follower
Steve Jobs
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceTimeline
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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