John Greenaway
Pine Bush,NY
Summary
Dynamic customer service professional with a proven track record at Spectrum, excelling in technical support and issue diagnosis. Skilled in de-escalation techniques and onboarding training, I transform challenging situations into positive outcomes, enhancing customer satisfaction and team collaboration. Committed to delivering excellence in every interaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative-3
Spectrum
06.2022 - Current
- Provided technical support to customers via phone, email, and chat.
- Diagnosed software and hardware issues, guiding users through troubleshooting steps.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Documented customer interactions in tracking system for future reference.
- Assisted in onboarding new support staff by sharing knowledge of common issues.
- Collaborated with team members to improve customer service processes and responses.
- Participated in training sessions to enhance technical skills and product understanding.
Sales Associate
DXL, Destination XL
06.2021 - 05.2022
- Delivered exceptional customer service, ensuring positive shopping experiences and fostering client loyalty.
- Assisted in inventory management, maintaining accurate stock levels and organization on sales floor.
- Collaborated with team members to achieve sales goals through effective merchandising and product placement.
- Engaged customers by understanding their needs and providing tailored product recommendations.
Crew Member
AMC Theatres
09.2018 - 04.2020
- Delivered exceptional customer service, ensuring a positive guest experience in high-volume settings.
- Operated and maintained point-of-sale systems for accurate transaction processing.
- Collaborated with team members to streamline concession operations, enhancing efficiency during peak hours.
- Trained new crew members on operational procedures and safety protocols to promote a safe working environment.
Education
Bachelor of Science - Marketing
Southern New Hampshire University
Hooksett, NH10-2026
High School Diploma -
Pine Bush High School
Pine Bush, NY06-2016
Skills
- Technical support
- Customer interaction
- Issue diagnosis
- Troubleshooting steps
- Onboarding training
- Troubleshooting procedures
- Staff training and development
- Customer complaint resolution
- Customer service excellence
- De-escalation techniques
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 200+ calls per month, providing information and service to ensure customer satisfaction.
- Completed the Spectrum: Step forward mentorship program.
- Won the Spectrum Gold Award in 2023
Certification
- Became a Progress Partner in beginning of 2023
- Submitted calls used to help with new hire onboarding, and various other Trainings
- Achieved representative level 2 in late 2023
- Achieved Representative level 3 in 2024
Timeline
Customer Service Representative-3
Spectrum
06.2022 - Current
Sales Associate
DXL, Destination XL
06.2021 - 05.2022
Crew Member
AMC Theatres
09.2018 - 04.2020
Bachelor of Science - Marketing
Southern New Hampshire University
High School Diploma -
Pine Bush High School