John O'Neal
Fultondale
Summary
To obtain a permanent position with a growing corporation; to utilize my experience, knowledge and abilities to contribute to its success; and to build upon my expertise and knowledge base.
Customer service professional with history of driving customer satisfaction and team success. Known for effectively managing teams and fostering collaborative work environment. Consistently adaptable to evolving customer needs, leveraging conflict resolution and leadership skills to achieve results.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Envoy Airlines
06.2019 - 02.2022
- Resolved customer inquiries and issues to enhance satisfaction and loyalty.
- Educated passengers on flight schedules, policies, and procedures for seamless travel experiences.
- Coordinated with team members to ensure efficient handling of customer service operations.
- Managed ticketing transactions using proprietary software to ensure accuracy and efficiency.
- Trained new staff on customer service protocols and best practices for improved performance.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Sales manager/fitness counselor
Riviera Fitness Center
12.2015 - 05.2019
- In charge of daily sales and fitness counseling duties. Responsible for Making appointments, selling and servicing new and existing members.
- Led sales team in executing strategic initiatives to enhance member engagement and retention.
- Developed and implemented targeted marketing campaigns to increase membership enrollment and awareness.
- Established strong relationships with clients, ensuring exceptional service delivery and satisfaction levels.
- Collaborated with management to set annual sales goals, aligning team efforts with organizational objectives.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Security Specialist
Goshay Security Company
12.2013 - 04.2015
- Ensure safety during varying events.
- Utilize conflict resolution skills during hostile engagements.
- Manage a team of up to six personnel.
- Implemented security protocols to safeguard client assets and personnel.
- Collaborated with law enforcement to enhance incident response strategies.
- Led team in executing security audits, enhancing operational efficiency and compliance.
- Formulated strategic plans to address emerging security threats and challenges.
- Collaborated with local law enforcement agencies to establish strong relationships, increasing the effectiveness of joint responses to incidents.
- Performed guard duties by making judgment decisions within proper policy and procedures.
- Oversaw security operations during high-profile events, ensuring no security breaches occurred.
E.R. Marketing/ Sales Representative
E.R Marketing
05.2014 - 12.2015
- Provide live demonstrations of marketed product.
- Provide consultation with leadership team on sales strategies and business initiatives.
- Increase sales and projected revenue.
- Developed and maintained strong client relationships to drive repeat business and increase customer retention.
- Trained and mentored junior sales representatives on effective selling techniques and best practices.
- Analyzed sales data to forecast trends, adjust strategies, and enhance overall performance.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Technical Support Coordinator
Verizon Wireless
07.2007 - 05.2013
- Provided technical support to callers in a call center environment.
- Coordinated and executed team building and development sessions and new hire training.
- Maintained and exceeded goals for Quality Assurance, Call Sequencing and Cost Containment.
- Developed new strategies for making sound financial decisions and exceeded metrics requirements in productivity and business sales.
Reservation Ticket Sales Agent
Delta Airlines
04.2005 - 07.2007
- Maintained daily ticketing agent functions and confidentiality of consumer information.
- Responsible for data entry in the airline ticketing system, online processing system, and real time inbound processing systems
- Conduct team meetings on best practices and process improvement; advised and counseled employees on marketing and strategic planning.
Licensed Insurance Sales Agent
Mutual Savings Life Insurance
01.2004 - 04.2005
- Counseled, advised on and sold life insurance products to a targeted market.
- Training and staff development for both new and seasoned representatives.
- Served as a liaison between different units within the organization; and as an account manager of policy holder accounts while increasing monthly sales targets.
- Built and maintained strong client relationships through effective communication and follow-up.
- Developed customized insurance solutions to meet diverse client needs.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
Lead Customer Service Manager
Envoy Airlines
02.2022 - 07.2025
- Led customer service team to enhance client satisfaction through streamlined communication strategies.
- Developed and implemented training programs to elevate team performance and service quality.
- Analyzed customer feedback to identify trends, driving improvements in service protocols.
- Collaborated with cross-functional teams to optimize operational processes and resolve complex issues.
- Established key performance indicators, monitoring progress and ensuring alignment with organizational goals.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
- Spearheaded initiatives that improved response times, enhancing overall customer experience significantly.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Collaborated with cross-functional teams to resolve complex issues in a timely manner.
- Conducted regular meetings with staff to discuss progress, challenges, and potential solutions to ongoing concerns.
- Assisted customers directly when necessary, demonstrating empathy and excellent problem-solving abilities in challenging situations.
- Maintained a thorough understanding of product offerings to confidently address inquiries from both customers and staff members alike.
- Managed multiple projects simultaneously, ensuring deadlines were met while maintaining high-quality work standards.
- Mentored and coached team members to develop their skills and advance within the company.
- Ensured adherence to company policies by monitoring interactions between employees and customers regularly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
Education
No Degree - Psychology
Alabama A&M University
Huntsville, AL05-2006
High School Diploma - undefined
Gardendale High School
Gardendale, AL01.1998
Skills
- Customer Service Skills (10 years)
- Customer Relations (10 years)
- Sales Support (10 years)
- Team performance management
- Training program development
- Customer service leadership
- Operational process optimization
- Cross-functional collaboration
- Employee mentoring and coaching
- Conflict resolution strategies
- Communication strategy development
- Customer service
Timeline
Lead Customer Service Manager
Envoy Airlines
02.2022 - 07.2025
Customer Service Representative
Envoy Airlines
06.2019 - 02.2022
Sales manager/fitness counselor
Riviera Fitness Center
12.2015 - 05.2019
E.R. Marketing/ Sales Representative
E.R Marketing
05.2014 - 12.2015
Security Specialist
Goshay Security Company
12.2013 - 04.2015
Technical Support Coordinator
Verizon Wireless
07.2007 - 05.2013
Reservation Ticket Sales Agent
Delta Airlines
04.2005 - 07.2007
Licensed Insurance Sales Agent
Mutual Savings Life Insurance
01.2004 - 04.2005
High School Diploma - undefined
Gardendale High School
No Degree - Psychology
Alabama A&M University