Jon Carrington

Duties for Billing, Technical, Crisis, and Retention roles included:

• Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
• Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
• Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
• Fostered a positive work environment by contributing constructive input during meetings and participating in team-building activities.
• Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
• Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
• Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
• Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Investigated and resolved accounting, service and delivery concerns.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Increased efficiency and team productivity by promoting operational best practices.
• Identified and resolved discrepancies and errors in customer accounts.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Responded proactively and positively to rapid change.
• Educated customers about billing, payment processing and support policies and procedures.
• Worked closely with other departments as needed to resolve complex customer issues efficiently.