Johnathon Collado
Yonkers,NY
Summary
Accomplished professional and multi-faceted technical support expert with a remarkable reputation in delivering a first-rate end-to-end customer experience focused on attaining client satisfaction, retention, and loyalty. Acknowledged for having phenomenal leadership skills, technical acumen, analytic and agile mindset, and a keen ability to transform processes, identify untapped opportunities to maximum efficiency and productivity. Equipped with an excellent work ethic, a high standard of professionalism, and a commendable track record of dependability.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Technical Specialist
MIRROR/LULULEMON
01.2022 - 01.2024
- Directed and supervised cross-functional department with up to 30 team members in
- Coordinating concerns, answering inquiries, managing requests, and working towards best-in-class service KPIs.
- Maintained documentation for Technical Support team to manage troubleshooting and interactions with customers.
- Partnered with cross-functional teams to create and monitor metrics to synthesize the voice of our members while tracking incident trends.
- Lead changes on multiple business aspects to implement processes and workflows for managing bugs, issues, and technical incidents.
- Showcased service excellence in facilitating and providing end-to-end technical support for Lululemon/MIRROR.
Senior Technical Specialist/ Technical Specialist
MIRROR/LULULEMON
01.2021 - 01.2022
- Communicated and recorded conversations with members across phone/email to deliver excellent service and answer product questions.
- Provide technical support, including hardware and software troubleshooting to members in need of assistance.
- Created and closed troubleshooting tickets via Jira to help members with issues that could not be resolved with troubleshooting steps.
- Customer Satisfaction rating consistently noting professionalism, empathetic and efficient; 98% average Quality Assurance score.
Specialist/Expert
Apple
01.2016 - 01.2021
- Provided solutions in both sales and technology involved problems while driving the overall results for the store and my own metrics.
- Strong people skills and assisted with gaining insight on customer approachability while delivering empathy to help guide the customer journey of our store.
- Conducted thorough research to identify trends and partnered with higher management to discuss decision-making for business growth initiatives.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Software Engineering Bootcamp
General Assembly
11.2024
Associate of Arts -
Borough of Manhattan Community College Associates Degree (2018), High School Diploma (2010)
Bronx, New York02.2018
Skills
- Bilingual(English/Spanish)
- Atlassian(Jira/Confluence)
- G-Suite(Google Workplace)
- Microsoft Office
- Kustomer CRM
- Talk Desk(CCS)/ Aircall(CCS)
- Project 44(Convey)
- AWS(Log Insight)
- Stripe
- Looker(Analytics)
- Standard Network Troubleshooting
Certification
- Linked In Learning Training - IT Help Desk for Beginners
- Linked In Learning Training - Programming Foundations: Fundamentals(Python)
Timeline
Lead Technical Specialist
MIRROR/LULULEMON
01.2022 - 01.2024
Senior Technical Specialist/ Technical Specialist
MIRROR/LULULEMON
01.2021 - 01.2022
Specialist/Expert
Apple
01.2016 - 01.2021
Software Engineering Bootcamp
General Assembly
Associate of Arts -
Borough of Manhattan Community College Associates Degree (2018), High School Diploma (2010)