Jonathan Douglas
Charlotte,NC
Summary
Utilized extensive experience in customer service, sales training, and IT administration to drive team performance and client satisfaction.
Overview
27
27
years of professional experience
Work History
Senior Customer Care Specialist Ii
Verizon
11.2020 - Current
- Led resolution of complex customer inquiries, enhancing satisfaction and loyalty.
- Mentored junior staff on best practices in customer interactions and problem-solving techniques.
- Streamlined workflow processes to improve response times and efficiency in service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Provided timely feedback on product issues or trends observed during customer interactions, contributing valuable insights for product improvement efforts.
Sample Coordinator
Momentive Performance Materials
04.2019 - 11.2019
- Maintain samples inventory report.
- Authorize sample orders for internal and external customers.
- Resolve customer inquiries daily through email and calls.
- Performed troubleshooting to determine the root cause of customers' issues and provide technical support.
- Build business relationships with clients.
Business Specialist II – Credit Card Division
Synchrony Bank
10.2017 - 02.2019
- Administered and updated computerized customer and client information systems.
- Addressed and resolved billing and transaction inquiries with efficiency.
- Facilitated client purchase authorizations to streamline transaction processes.
- Cultivated strategic business relationships with clients to enhance collaboration.
- Managed over 50 calls daily for national retail operations.
- Executed sales strategies to promote add-on benefits to card holders, achieving a 40% conversion rate.
- Addressed customer security concerns by implementing effective resolution strategies.
Technical Support Team Manager/Retention Specialist
AT&T
07.2002 - 03.2016
- Led a team of 15 individuals to enhance overall performance and team standing.
- Executed troubleshooting procedures to identify root causes of customer issues.
- Oversaw Tier I and Tier II support operations to ensure efficient issue resolution.
- Assessed training requirements and proposed strategies for program development.
- Managed 40-50 daily customer calls, fostering strong relationships and trust.
- Addressed and resolved customer concerns related to billing adjustments, retention credits, and service issues.
- Managed global enterprise and small business customer records through systematic account information updates.
Help Desk Analyst II
North Carolina A&T State University
09.1999 - 07.2002
- Maintained hardware systems, software applications and client support for PC's, Network (LAN) support, NT troubleshooting
- Managed web development
- Managed all computer laboratory resources
- Managed computer training, and system configuration
- Analyzed training needs and submitted recommendations for developing training programs
- Developed training materials for instructor and student use
- Tested and validated new computer systems and their impact on the users, prior to implementation
- Created user guide documentation for new and existing computer systems
- Trained employees of computer programs and applications
- Conducted training sessions for new nursing students during their formal 8-week training period and provided follow-up support after training was completed
System Administrator I
North Carolina A&T State University
01.2000 - 01.2001
- Administered over NT and 2000 Servers, LAN and 250+ Workstations as part of the technical team for North Carolina Dept. of Agriculture and United States Dept. of Agriculture
- Diagnosed technical problems, database management, testing and new installs
- Managed backup procedures, reprogramming, data analysis, managed the door access database
- Managed client support for PC's and managed all technology purchases and system configuration
- Established links that connected to NC Cooperative Extension at NC State University, connected to USDA, and connected to Agriculture research sites
- Developed interactive data/information exchange system, interactive databases containing extension's files and related projects, farm management information, software downloads, interactive forms for inventory, purchasing and financial information by developing interactive web chat rooms and communities, and live virtual labs that were maintained constantly
Help Desk Analyst I
North Carolina A&T State University
01.1999 - 01.2000
- Maintained hardware systems, software applications and client support for PC's, Network (LAN) support, NT troubleshooting, managed all computer laboratory resources and system configuration
Education
Bachelor of Science - Mechanical Engineering
North Carolina A&T State University
Greensboro, NC05.1998
Skills
- Assisted in programming tasks using Fortran, Basic, and QBasic Supported development efforts in Java and Visual Basic Contributed to database management with MS Access and COBOL Operated within UNIX and AS400 environments Utilized HTML and C for web and application development
- Utilized Microsoft Office Suite to support daily administrative tasks Assisted in managing data using MS Access and Excel Provided support in creating and maintaining web pages with Microsoft FrontPage
- Assisted in the installation and maintenance of SAP, Linux, Android, Mac OS X, iOS, and Windows operating systems Supported team efforts in troubleshooting and resolving operating system issues across multiple platforms Contributed to the smooth operation of various operating systems by providing technical support and guidance
Timeline
Senior Customer Care Specialist Ii
Verizon
11.2020 - Current
Sample Coordinator
Momentive Performance Materials
04.2019 - 11.2019
Business Specialist II – Credit Card Division
Synchrony Bank
10.2017 - 02.2019
Technical Support Team Manager/Retention Specialist
AT&T
07.2002 - 03.2016
System Administrator I
North Carolina A&T State University
01.2000 - 01.2001
Help Desk Analyst II
North Carolina A&T State University
09.1999 - 07.2002
Help Desk Analyst I
North Carolina A&T State University
01.1999 - 01.2000
Bachelor of Science - Mechanical Engineering
North Carolina A&T State University