Johnathan Smith
Magnolia,Texas
Summary
Knowledgeable and dedicated Senior Customer Care Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem solving. Excellent reputation for resolving problems and improving customer experience. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Care Representative
Alight Solutions
The Woodlands, TX
04.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Trained new and existing employees on Health and Welfare, Defined Contributions, Defined Benefits, Payments Specialist, and Retirement Specialist roles.
- Provided targeted coaching in small group setting reducing number of unnecessary Workflows by an average 45%.
- Tailored CCR tools as part of Wave 1 and wave 2 conversion from CallFlows to Knowledge Central.
Special Effects Operator (Lead Shooter)
Illumination Fireworks
Houston, TX
07.2015 - Current
- Effectively manage time for self and assigned team
- Performed training and coaching to new and ongoing personnel on correct processes to ensure safety of audience, crew, and property.
- Provide superior customer service to clients before, during, and after pyrotechnic displays.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
CSR
Randstad
The Woodlands, TX
09.2018 - 04.2020
- Built genuine, positive relationships with customers while identifying both their spoken and unspoken need.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide support to customers for DC, DB, and H&W for high call volume large market client
Special Education Paraprofessional- ABLE
Magnolia ISD
Magnolia, TX
12.2012 - 08.2018
- Maintained positive attitude and affirmatively communicated with each student.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Oversaw class of students in absence of instructor.
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Mentored staff in best practices for helping special education students excel.
Custodian
Magnolia ISD
Magnolia, TX
03.2010 - 12.2012
- Lead custodian, Day support custodian
- Set up, remove, or arrange decorations, tables, chairs, or ladders, to prepare facilities for events
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
Customer Service Specialist
Ryder Fuel Services
Houston, TX
08.2007 - 09.2009
- Remote monitoring of fuel systems for multinational corporations
- Remote programming of environmental fuel monitoring systems
- Dispatch and monitoring of repair technicians to address any detected issues, including emergencies with potential environmental impact
- Computer entry of all system generated alarms, client and technician interactions, and all actions taken
- Testing and correction of communications between home office and all client systems.
Correctional Officer IV
Texas
Navasota, TX
02.2001 - 08.2007
- Monitor conduct of prisoners in housing unit during work or recreational activities, according to established policies, regulations, and procedures, to prevent escape or violence
- Inspect conditions of locks, window bars, grills, doors, and gates at correctional facilities to ensure security and help prevent escapes
- Search prisoners and vehicles and conduct shakedowns of cells for valuables and contraband, such as weapons or drugs.
- Prepared, processed and maintained forms, reports, logs, records and activity journals.
Education
High School Diploma -
Magnolia High School
Magnolia, TX 08.1993 - 05.1997
Associate of Arts -
Lone Star College
01.1998 - 05.1999
Skills
Customer Relationship Management
Staff education and training
Inbound Customer Service
First Call resolution
Problem Solving
Knowledgeable in Microsoft Office Suite
Active empathetic listener
Timeline
Senior Customer Care Representative
Alight Solutions
04.2020 - Current
CSR
Randstad
09.2018 - 04.2020
Special Effects Operator (Lead Shooter)
Illumination Fireworks
07.2015 - Current
Special Education Paraprofessional- ABLE
Magnolia ISD
12.2012 - 08.2018
Custodian
Magnolia ISD
03.2010 - 12.2012
Customer Service Specialist
Ryder Fuel Services
08.2007 - 09.2009
Correctional Officer IV
Texas
02.2001 - 08.2007
Associate of Arts -
Lone Star College
01.1998 - 05.1999
High School Diploma -
Magnolia High School
08.1993 - 05.1997