Jeremy Pannell
Pikeville,KY
Summary
At Foundever, I leveraged my deep expertise and strategic thinking to mentor team members and streamline processes, significantly enhancing efficiency and customer satisfaction. My blend of strong analytical skills and customer focus led to creative solutions that improved service outcomes and fostered a culture of continuous improvement and learning. Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter. Forward-thinking Operations Specialist bringing 15+ years of expertise in customer support for technical support sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Online payments , QBO, QBO Advance, IOP & IFSP and Online Payroll Insightful [Job Title] dedicated to providing strategic and technical leadership to technical teams. Skilled in troubleshooting and resolving complex information technology problems by performing technical root cause analysis and providing viable solutions. Certified in QBO& Online Payroll Forward-thinking Operations Specialist bringing 6 years of expertise in support for Qbo sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in [Software] and [Software]. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Foundever
Wise, VA
11.2019 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering our culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
Customer Service Representative
Foundever
Wise, VA
11.2018 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
Jenkins Independent High School
Jenkins, KY05.1999
Skills
- Training and mentoring
- Strong analytical skills
- Customer Focus
- Creative solutions
- Strategic Thinking
- Deep expertise
- Process Improvement
- Issue Research
Accomplishments
- Documented and resolved Product issues which led to meeting goals on metrics
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 18 staff members.
Timeline
Subject Matter Expert
Foundever
11.2019 - Current
Customer Service Representative
Foundever
11.2018 - Current
High School Diploma -
Jenkins Independent High School