Jeff Mann
Portland,OR
Summary
Proven customer service professional with expertise in technical troubleshooting and CRM software, honed at Johnson Health Tech. Excelled in resolving complex issues and enhancing customer satisfaction through effective communication and problem-solving skills. Successfully improved service efficiency by 20% through innovative support strategies and proactive case management.
Overview
19
19
years of professional experience
Work History
Equipment Support Agent
Johnson Health Tech
Cottage Grove, WI
10.2021 - 07.2026
- Handled customer service calls and emails for fitness equipment company, addressing inquiries about purchases, order status, payments, and subscriptions.
- Answered customer questions through phone, email, and chat support channels.
- Troubleshot residential machines and software problems, resolving customer service issues across multiple support channels.
- Coordinated replacement-part orders and technician visits, and processed return requests to improve customer satisfaction.
- Logged support cases, documented issues for team review, and tracked service requests for timely resolution.
- Escalated complex issues to technical teams with clear problem details.
CUSTOMER SERVICE
ACTIVE TELESOURCE INC
MILWAUKIE, OR
12.2018 - 03.2020
- Answered customer service calls and chat messages for Nevada Power Company, helping resolve move-in, move-out, and billing questions to support customer satisfaction.
- Handled service transfer requests, outage troubleshooting, and reconnect requests to ensure timely resolution and customer satisfaction.
- Presented pricing plans and payment arrangements for new customers to facilitate service continuity and expedite setup.
- Proposed innovative ideas to enhance customer service processes and improve quality standards.
- Recorded call notes for all information given and received while meeting quality and handle time goals.
- Assisted guests during events by answering questions and providing service support.
Office Worker
PrideStaff
Beaverton, OR
02.2016 - 06.2018
- Explained case details and guided callers through claim form completion and settlement check reissue requests, ensuring accuracy and facilitating timely resolutions.
- Answered claimant calls regarding class action lawsuits, data breaches, securities litigation, and chapter 11 or 15 bankruptcies to provide clarity and support throughout the claims process.
- Recorded escalated unanswered questions with detailed notes and followed up with callbacks to maintain communication and support compliance with CFPB, FTC, SEC, and HIPAA regulations.
Payment Processing Specialist
Express Employment Professionals
Hillsboro, OR
09.2008 - 01.2009
- Processed client payments for Express Employment Professionals, ensuring accuracy and compliance with billing and accounting systems.
- Reconciled payment records against invoices and payment reports for Express Employment Professionals.
- Reviewed payment discrepancies, collaborating with internal teams and clients to resolve account issues efficiently.
- Handled incoming calls from customers making payments on prepaid cellular accounts, directing them to appropriate departments.
Technical Support Representative
Stream
Beaverton, OR
08.2007 - 08.2008
- Answered technical support calls for inkjet all-in-one printers connected to Windows computers.
- Resolved customer issues through phone, email, and chat support at Stream International.
- Troubleshot printing, scanning, copying, fax, and setup issues through USB, wired, or wireless connections.
- Used remote access tools to fix customer computer issues more efficiently.
- Traced software, hardware, and connectivity problems using troubleshooting scripts.
- Executed follow-up calls to ensure resolution of ongoing issues and confirm customer satisfaction.
- Addressed customer concerns during calls to enhance satisfaction. during calls to enhance satisfaction.
- Facilitated sales of new and refurbished printers, accessories, and supplies by assessing customer needs.
- Recorded service requests in CRM and ticketing systems for Stream International clients.
Education
Vocational Certification/Degree - Business & Clerical
Guthrie Job Corps Center
Guthrie, OK, US11-1996
High School Diploma/GED -
Astoria High School
Astoria, OR06-1991
Skills
- Phone and email support
- Live chat support
- Technical issue resolution
- Order processing
- Payment processing
- Service order management
- Case documentation
- Ticket escalation
- CRM software proficiency
- Dynamics and NetSuite
- Zendesk and Five9
- Data analysis
- Microsoft Office suite
- Teams and Zoom
- Windows operating system
- Problem solving
Timeline
Equipment Support Agent
Johnson Health Tech
10.2021 - 07.2026
CUSTOMER SERVICE
ACTIVE TELESOURCE INC
12.2018 - 03.2020
Office Worker
PrideStaff
02.2016 - 06.2018
Payment Processing Specialist
Express Employment Professionals
09.2008 - 01.2009
Technical Support Representative
Stream
08.2007 - 08.2008
Vocational Certification/Degree - Business & Clerical
Guthrie Job Corps Center
High School Diploma/GED -
Astoria High School