Jonathan Compian
Account Specialist
Waco,Texas
Summary
With over four years of work experience in online support, content management, and web chat, I am a passionate and skilled social response specialist who strives to deliver exceptional customer service and user experience. I have a strong interest in technology and innovation. I value collaboration, creativity, and diversity, and I seek to contribute to the company's mission of empowering people with great products and services. In one of my most recent roles as a social response community specialist at Apple, I managed the company's website, edited and updated posts, responded to customer inquiries and feedback, and provided chat support and troubleshooting for various Apple products and services. I used my online support, content management, and web chat skills to ensure that the website was informative, engaging, and user-friendly, and that the customers were satisfied and loyal. I also collaborated with other team members, technical advisors, and supervisors to resolve complex issues, share best practices, and improve processes and performance.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Account Specialist
Spectrum
Waco, TX
05.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Social Response Community Specialist
Apple
Sacramento, CA
12.2018 - 06.2021
- Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
- Authored service level agreements for help desk operations.
- Actively led training, mentoring and continuous development for 10-person department.
- Researched and recommended innovative and automated approaches to routine tasks.
- Interviewed, hired and trained staff, leading performance reviews, and offering constructive feedback.
- Onboarded new employees with training and new hire documentation.
- Managed and motivated employees to be productive and engaged in work.
AppleCare Technical Advisor
Apple
Sacramento, CA
12.2018 - 10.2020
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Attended regular client meetings to report project progress and address questions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided on-call support for critical issues related to [Software].
Verizon Experience Representative
Verizon, Best Buy
Waco, TX
10.2014 - 12.2018
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved marketing to attract new customers and promote business.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Sales Representative
Target
Waco, TX
10.2014 - 06.2015
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Maintained clean sales floor and straightened and faced merchandise.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Answered questions about store policies and addressed customer concerns.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Senior Sandwich Maker
Subway
Wailuku, HI
01.2013 - 06.2014
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts, and sides.
- Executed sandwich artistry duties with very low occurrence of errors.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Prepared and presented food in compliance with health and safety guidelines.
- Kept workplace clean and organized in line with restaurant policies.
- Restocked and rotated stock in display case to mitigate stock loss.
- Upheld high standards of customer service at all times to enhance client loyalty and satisfaction.
Education
No Degree - Cybersecurity
Sierra College
Sacramento, CA 01.2020 - 01.2021
No Degree - Business Management
McLennan Community College
Waco, TX 01.2016 - 01.2018
High School Diploma -
Henry Perrine Baldwin High School
Wailuku, HI 01.2010 - 01.2014
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Team Meeting Management
- Content Optimization
- Verbal and Written Communication
- Project Management
- Business Planning
- Staff Management
- Sales and Marketing
- Team Leadership
- Contract Development and Management
- Managing Routines
- Complex Problem-Solving
- Managing Employee Relations
- Schedule Preparation
- Productivity Performance
- Time Management
- Employee Training
- Managing Laborers
- Helpdesk Services
- Computer System Diagnostics Software
- Updating Software
- Printers and Peripherals
- Component Replacements
- Hardware and Software Configuration
- Application Installation
- Troubleshooting and Diagnostics
- Technical Support
- Microsoft Windows and Office
- Technical Support and Assistance
- Hardware Evaluation
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementHealthcare benefitsCompany CultureAccomplishments
Verizon Wireless Standard of Excellence Customer Experience Rank: Platinum
- Award given to the Rank 1 Employee with the highest rating of overall customer satisfaction in all Best Buy locations with a Verizon Experience Representative.
Issue date: April 2017 - December 2017 (Q2 - Q4)
Timeline
Account Specialist
Spectrum
05.2024 - Current
No Degree - Cybersecurity
Sierra College
01.2020 - 01.2021
Social Response Community Specialist
Apple
12.2018 - 06.2021
AppleCare Technical Advisor
Apple
12.2018 - 10.2020
No Degree - Business Management
McLennan Community College
01.2016 - 01.2018
Sales Representative
Target
10.2014 - 06.2015
Verizon Experience Representative
Verizon, Best Buy
10.2014 - 12.2018
Senior Sandwich Maker
Subway
01.2013 - 06.2014
High School Diploma -
Henry Perrine Baldwin High School
01.2010 - 01.2014