Jeremy Hogate
Anaheim,CA
Summary
Customer Service Professional bringing 15+ years of top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Senior Customer Care Specialist
Medterra
07.2020 - Current
- Resolving customer complaints and issues in a timely manner, escalating complex problems to management if necessary
- Providing product information and assistance to customers, guiding them through the purchasing process
- Managing customer accounts, including processing orders, updating customer information, and maintaining accurate records
- Handling customer feedback and suggestions, forwarding relevant information to the appropriate departments for improvement
- Collaborating with other departments, such as sales and marketing, to ensure seamless customer experience and satisfaction
- Training and mentoring junior customer service representatives, providing guidance and support as needed
- Monitoring customer service metrics and KPIs, identifying areas for improvement and implementing strategies to enhance customer satisfaction
- Staying up-to-date with product knowledge and industry trends to provide accurate and relevant information to customers
- Assisting in the development and improvement of customer service policies and procedures, such as macros
- Handle a wide range of inquiries and issues through various communication channels, such as phone, email, and live chat.
- Responded to customer needs through competent customer service and prompt problem-solving
Senior Technical Support Specialist
Bodymatter
12.2019 - Current
- Responding to user inquiries and troubleshooting technical issues related to the iOS app
- Providing step-by-step instructions to users on how to resolve technical problems
- Diagnosing and resolving issues with app functionality, including crashes, freezes, and performance problems
- Collaborating with the development team to identify and resolve software bugs and issues
- Documenting and tracking user issues and resolutions in a support ticketing system
- Communicating with users via email to provide assistance and support
- Creating and maintaining macros for quick use.
- Keeping up-to-date with the latest app updates and features to provide accurate and relevant support
- Collaborating with the customer support director to ensure a seamless user experience
- Providing feedback and suggestions to the team for app improvements and enhancements.
Restaurant Floor Supervisor
The Walt Disney Company
06.2012 - 06.2019
- Oversaw the daily front-of-house operations which include: morning restaurant set-up, zoning of staff, and payroll
- Adjusted the day of scheduling for business needs
- Communicated any problems or issues to an area manager
- Facilitated daily roll calls for cast members with current company events and operational information
- Ensured all equipment functioned properly, and report any issues to maintenance
- Ensured cast members are adhering to their specific role operating guidelines
- Light administrative tasks; answering calls, data entry & filing of all financial safe documents
- Handled all guest issues and resolved complaints that arose.
Assistant Manager
Crumbs Bake Shop
01.2008 - 05.2012
- Scheduled deliveries day of orders
- Generated sales reports, payroll, and scheduling for bakery
- Maintained inventory of supplies on hand, and assisted in re-ordering for 7 days.
- Ensured all employees on shift were adhering to company and safety policies.
Education
Associate of Arts - Culinary Arts, Baking and Pastry Arts, Pastry Chef
The Art Institutes
Online07.2012
Diploma - General
Pacifica High School
Garden Grove, CA06.2007
Skills
- Communications Strategies
- Senior Leadership Support
- Complaint Reviews
- Order and Refund Processing
- Microsoft Office
- Zendesk Suite
- Call Volume and Quality Metrics
- Training & Development
- iOS
Timeline
Senior Customer Care Specialist
Medterra
07.2020 - Current
Senior Technical Support Specialist
Bodymatter
12.2019 - Current
Restaurant Floor Supervisor
The Walt Disney Company
06.2012 - 06.2019
Assistant Manager
Crumbs Bake Shop
01.2008 - 05.2012
Associate of Arts - Culinary Arts, Baking and Pastry Arts, Pastry Chef
The Art Institutes
Diploma - General
Pacifica High School