Jhon'Tez Owens
Dillon,SC
Summary
Highly skilled and results-driven professional with a strong background in customer service and over four years of proven leadership experience. Adept at building and maintaining strong customer relationships through exceptional communication and problem-solving abilities. Possessing a solid track record of effectively leading teams to success while delivering exceptional service and exceeding organizational goals. Proficient in remote technical support, customer care, and team management, with a demonstrated ability to adapt quickly to new environments and challenges. Committed to delivering top-notch service and driving customer satisfaction.
Overview
10
10
years of professional experience
Work History
Virtual Technical Support Specialist
ADT
Remote
11.2023 - Current
- Respond to inbound and make outbound calls to existing customers, addressing technical queries, and providing effective solutions.
- Troubleshoot ADT products and services, ensuring excellent communication of complex issues and resolutions to enhance the overall customer experience.
- Demonstrate a profound knowledge of ADT products and services to contribute to an improved ADT customer experience.
- Install ADT products with a focus on enhancing customer experience through clear communication of offered services and providing effective solutions to various situations.
- Collaborate closely with local ADT offices to schedule service appointments and system maintenance, contributing to the protection and satisfaction of customers.
Customer Care Representative
Verizon Wireless
, Remote
12.2021 - 09.2023
- Foster strong customer relationships by delivering exceptional customer service and earning trust.
- Exhibit active listening skills, demonstrating patience and courtesy to effectively address customers’ concerns and inquiries.
- Utilize problem-solving abilities and effective communication to troubleshoot and resolve customers technical issues.
- Educate customers on Verizon solutions, effectively driving sales and achieving weekly targets.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Demonstrate self-discipline, time management, and resourcefulness while working collaboratively with leadership.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
Inbound Team Member
Target
Florence, SC
04.2019 - 07.2021
- Efficiently unloaded and organized incoming shipments to maintain stock levels on the sales floor.
- Ensured accurate stock placement, diligence, and adherence to organizational standards.
- Conducted sales planner setups and sign audits.
- Delivered exceptional service and a personalized shopping experience to meet customer needs.
- Provided backup cashier support as required.
- Collaborated with team members to maximize productivity and efficiency.
- Prepared reports on sales activities, customer feedback, and inventory status.
Crew Leader
Zaxby’s
Dillon, SC
09.2014 - 06.2020
- Directed team of 5-8 crew members in daily operations and assigned tasks.
- Maintained adherence to company standards by assembling and packaging menu items properly.
- Prepared food items according to established guidelines and health and safety regulations.
- Monitored and evaluated performance of crew members, providing feedback and coaching as needed.
- Provided support to managers as needed and made crew members weekly schedule.
- Facilitated training for new cooks and cashiers.
Customer Service Representative
Arise Virtual Solutions
09.2017 - 09.2019
- Managed high call volumes while effectively addressing customer inquiries and concerns.
- Identified customer needs and provided suitable solutions to ensure satisfaction.
- Processed account credits, adjustments, and order placements.
- Consistently achieved monthly sales goals on behalf of clients.
- Gathered customer feedback through surveys and used the data to improve customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Associate in Applied Science in Marketing -
Florence Darlington Technical College
05.2025
High School Diploma -
Dillon High School
05.2016
Skills
- Oral and Written Communication
- Active Listening
- Attention to Detail
- Quick Adaptability
- Customer Service
- Conflict Resolution
- Negotiation
- Leadership
- Technical Expertise
- Team Building
References
References provided upon request.
Timeline
Virtual Technical Support Specialist
ADT
11.2023 - Current
Customer Care Representative
Verizon Wireless
12.2021 - 09.2023
Inbound Team Member
Target
04.2019 - 07.2021
Customer Service Representative
Arise Virtual Solutions
09.2017 - 09.2019
Crew Leader
Zaxby’s
09.2014 - 06.2020
Associate in Applied Science in Marketing -
Florence Darlington Technical College
High School Diploma -
Dillon High School