Jesse Massie
Summary
Hardworking Team Lead with 5 years of work experience and a proven knowledge of buyer awareness, leadership, professionalism, and customer retention on a company-facing level. Due to constant proactive measures and a drive for excellence, I have been placed in advanced positions within short time frames and exceed the goals and commitments required. Frequently praised as adaptable, dependable, and proactive by my peers, I can be relied upon to help your company achieve its short and long-term goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Leader
Dominion Energy Ohio - Sutherland Global Services
01.2023 - Current
- Supervise team members to confirm compliance with set procedures and quality requirements, and work with them to identify areas of improvement and devised solutions based on findings.
- Monitor team performance/metrics and provided constructive feedback to increase productivity and maintain quality standards.
- Held team meetings to inform team members on company news and updates.
Customer Service Subject Matter Expert
Dominion Energy Ohio - Sutherland Global Services
08.2022 - 02.2023
- With extensive knowledge that I was able to learn in a short period, I offered assistance, advice, and paths of resolution to colleagues to properly assist with immediate customer facing issues.
- Actively participated in team meetings and training sessions to stay adequately informed about company updates and changes.
- Answered constant flow of customer calls with minimal wait time, sense of urgency, and genuine care for these matters resulting in consistently high personal metrics.
Executive Relations Representative
Visible Wireless - Sutherland Global Services
02.2021 - 08.2022
- Partnering with vital company influencing parties, I oversaw high-priority escalations and public facing statements with the focus of providing a sense of urgency in getting these matters resolved. These parties frequently included the CEO directly, corporate staff, the Better Business Bureau (BBB) and the Federal Communications Commission (FCC), These efforts since the founding of this position had brought the company's BBB rating to an A at its peak.
- Held authority to execute various proactive measures to resolve high-priority escalations - this encompassed coordinating with technical and analytic resolution parties to achieve these important and prioritized objectives.
- Analyze the root cause of high-priority escalations and document these interactions extensively to report to other management authorities with the goal of providing a better customer experience overall.
Tier 2 Technical Support Specialist
Visible Wireless - Sutherland Global Services
04.2020 - 02.2021
- Processed and handled escalations from the Tier 1 position.
- Was responsible for changing or correcting customer cell service accounts including account creation, billing, network related situations, and account termination.
- Directed certain problematic cases to proper channels to resolve, while monitoring the progress to ensure resolution
- Performed outbound calls proactively or upon request to assist in customer experience.
Chat Service Representative
Visible Wireless - Sutherland Global Services
08.2019 - 04.2020
- Assisted customers with inbound chat support
- Extensive knowledge of product and services
- Process customer request in a knowledgeable and courteous fashion
- Assisted colleagues with difficult information or situations, and was seen as the subject matter expert
- Was trusted to fill in for management when necessary
Electronic Components Sales Representative
Fry's Electronics
05.2018 - 06.2019
- Locate and describe merchandise and explain use, operation, and care of merchandise to customers along with providing recommendations based on the customer's needs.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.
Education
High School Diploma -
Carver Magnet High School
Houston, TX06.2018
Skills
- Ability to Multitask
- Computer Proficiency
- Microsoft Office
- Flexibility and Adaptability
- Customer Service
- Work Planning
- Mentoring
- Quality Improvement
Credentials And Licenses
- Microsoft Powerpoint 2016
- Microsoft Word 2016
- Microsoft Excel 2016
- Microsoft Access 2016
- Adobe Animate Cs5/Cs6
Details
2851 Wallingford Dr Apt. 1002, Houston, 77042, 7135987162, jessemassie123@gmail.com
Personal Information
Title: Executive Relations Representative
References
References available upon request
Certification
Microsoft Powerpoint 2016
Microsoft Word 2016
Microsoft Excel 2016
Microsoft Access 2016
Adobe Animate Cs5/Cs6
Additional Experience
Extensive usage of the Salesforce platform
Extensive use of professional communication platforms such as Slack, Microsoft Teams, Discord, Zoom, Webex, and Playvox.
Familiar with Zendesk
Performed operations utilizing the FCC/BBB platforms
Extensive usage and understanding of VPN clients such as Cisco AnyConnect
Extensive usage and understanding of professional virtual machines such as VMware and Citrix
Timeline
Team Leader
Dominion Energy Ohio - Sutherland Global Services
01.2023 - Current
Customer Service Subject Matter Expert
Dominion Energy Ohio - Sutherland Global Services
08.2022 - 02.2023
Executive Relations Representative
Visible Wireless - Sutherland Global Services
02.2021 - 08.2022
Tier 2 Technical Support Specialist
Visible Wireless - Sutherland Global Services
04.2020 - 02.2021
Chat Service Representative
Visible Wireless - Sutherland Global Services
08.2019 - 04.2020
Electronic Components Sales Representative
Fry's Electronics
05.2018 - 06.2019
High School Diploma -
Carver Magnet High School
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