Jim Rountree
Austin,TX
Summary
I am an expert with customer/client service with a concentration mostly in dealing with fraud cases. I am energized by helping clients attain their goals with the products offered by a company. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
ServiceCore
Denver, Colorado
09.2023 - 07.2025
- Handled escalated complaints professionally, ensuring resolution and customer satisfaction.
- Assisted customers with inquiries and resolved issues promptly.
- Answered customer inquiries over the phone and via email.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer accounts using ServiceCore support software to ensure accurate and efficient service.
- Educated clients on product features and services effectively.
- Provided accurate, valid, and complete information to customers.
- Provided regular feedback to enhance customer service processes, contributing to improved client experiences.
Customer Experience Agent
Wix.com
01.2022 - 02.2023
- Responded to customer requests through phone, chat, and email
- Addressed tech inquiries about Wix and its compatibility with applications such as PayPal and Shopify
- Resolved billing inquiries and facilitated refunds while identifying billing records
- Collaborated with security and fraud teams to address client fraud incidents
- Learned fundamental tech concepts and client interaction strategies
Customer Service Agent
Vrbo
03.2021 - 11.2022
- Customer service representative
- Handle traveler care, traveler cancellations and property owner issues
- Able to handle high call and case volume
- Able to help with high stress traveler situations such as stranded travelers, lodging
- Can assist both owners and traveler issues
- Proficient in all Salesforce issues that apply
- Assisted with Titan Outbound and other special projects.
- Was part of the class that graduated during the initial COVID 19 outbreak
Bartender and Beer/Wine Specialist
Whole Foods Market
01.2017 - 02.2020
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Consulted with managers to organize special events and promotions such as trivia nights to bring in new customers.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Took customer orders and capitalized on opportunities to up sell special beverage and food options.
- Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
Head of Shipping Logistics
Uplift Desk
09.2014 - 12.2016
- Head of freight shipping logistics
- Worked extensively with freight broker sites to find best pricing for freight shipments
- Used time sensitive data entry skills to handle orders with a 98% accuracy rate
- Worked in returns/warranties dept.
- Used product knowledge to help customers repair defective items
- Worked with third parties to help return unsatisfactory items for customers
- Worked extensively with freight companies such as Road Runner, Saia, R&L
Education
Associate of Arts - Sociology
Armstrong State University
Savannah, GA01-2001
High School Diploma -
Anniston High School
Anniston, AL01-1995
Skills
- Customer engagement
- Escalation handling
- Billing resolution
- Fraud investigation
- Stone Edge Order Management System
- Multiple POS Systems
- Google Suite
- Microsoft Office 365
- Adobe CS6
- Windows 10/Mac OSX
- Technical troubleshooting
- Team collaboration
- Adaptability
- Social Media
References
- Jennifer Schebmahl, Former Team Leader, Wix.com, 585-734-0045
- Dan Rader, Former Associate, Spec's, 512-669-5775
- Dalyn McDougle, Former Associate, Wix.com, 512-809-5798
Software Communication
- Google Suite
- Microsoft Office 365
- Adobe CS6
- Stone Edge Order Management System
- Social Media
- Windows 10/Mac OSX
- Multiple POS Systems
Leadership Experience
Karma Austin, I spearheaded an initiative for a local women's shelter here in Austin through Wix. We had a program called Karma Austin that wasn't being used, and I restarted it and was able to procure supplies for the shelter they desperately needed. With the help of our budget overseer, we sent a few thousand dollars' worth of supplies to St. Louise House in south Austin, such as soap, toothbrushes, toilet paper etc. I try to find time to help homeless shelters and people in hard times as much as possible., I am also furthering my education taking UX Design courses with Google.
Timeline
Customer Care Representative
ServiceCore
09.2023 - 07.2025
Customer Experience Agent
Wix.com
01.2022 - 02.2023
Customer Service Agent
Vrbo
03.2021 - 11.2022
Bartender and Beer/Wine Specialist
Whole Foods Market
01.2017 - 02.2020
Head of Shipping Logistics
Uplift Desk
09.2014 - 12.2016
Associate of Arts - Sociology
Armstrong State University
High School Diploma -
Anniston High School