Jonathan Fuller
Forney
Summary
Customer service professional with over 15 years of experience in support, technical assistance, and field operations. Proven track record in enhancing customer satisfaction and retention through effective issue resolution and relationship building. Proficient in multiple technology platforms and support management systems. Exceptional communication skills, with a demonstrated ability to maintain organized and safe work environments.
Overview
16
16
years of professional experience
Work History
Customer Care Specialist
When I Work
09.2024 - 08.2025
- Process customer inquiries via the Zendesk platform, ensuring swift and accurate responses.
- Track service metrics and analyze customer feedback to drive improvements.
- Manage scheduling and time management requests effectively to optimize operational efficiency.
Courier Driver
DHL
07.2024 - 09.2024
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Operated company vehicles in compliance with traffic laws for goods transportation.
Customer Service Representative
Tmobile
01.2024 - 06.2024
- Address customer inquiries and resolve issues promptly, ensuring a high level of satisfaction with T-Mobile's products and services
- Utilize T-Mobile's systems and databases to access customer information and provide accurate assistance and solutions
- Maintain excellent communication skills to convey complex information clearly and concisely, fostering positive interactions and relationships with customers
Driver
Uber
01.2020 - 01.2024
- Provided safe and reliable transportation services to passengers using Uber platform, adhering to local traffic laws and regulations
- Maintained a clean and well-maintained vehicle, ensuring a comfortable and pleasant experience for passengers
- Demonstrated excellent customer service skills by addressing passenger inquiries, concerns, and special requests in a professional and courteous manner
Customer Service Representative
Managed Health Network
01.2018 - 07.2020
- Delivered customer service support for health and mental health insurance plans, for clients received accurate assistance
- Oversaw management of claims for provider offices, as well as inpatient and outpatient clinics, for processing and resolution
- Maintained performance metrics established by leadership, consistently meeting or exceeding expectations to uphold operational standards and ensure quality service delivery
Customer Service Representative
Enterprise Financial Group
06.2015 - 08.2016
- Managed a high volume of over 70 inbound calls daily, addressing inquiries pertaining to claims, payments, and cancellations
- Oversaw the management and renewal of customer contracts to ensure seamless transactions and continued satisfaction
- Facilitated effective communication between dealerships and repair shops to validate warranties and process claims, ensuring smooth resolution of customer issues
- Utilized trend analysis to identify patterns and develop proactive, long-term solutions to enhance customer experience and satisfaction, resulting in exceeded target ratings, achieving a 95% Customer Satisfaction (CSAT) rating
First Responder/Fireman
Mansfield Fire Dept.
05.2012 - 04.2015
- Reacted swiftly to a range of emergency situations, including traffic accidents and medical emergencies, providing immediate assistance and support to those in need
- Engaged in firefighting activities as part of the Mansfield Fire Department, effectively combating fires and minimizing damage to property and ensuring public safety
- Collaborated closely with fellow responders and department personnel to coordinate rescue efforts and execute emergency response protocols in a timely and efficient manner
Advanced Technical Support Agent
Teleperformance USA
05.2009 - 04.2011
- Managed a high volume of inbound calls in a fast-paced call center setting, providing exceptional customer service to enhance client retention and satisfaction
- Proficiently troubleshooted technical issues related to computer hardware, mobile phones, and electronic devices, resolving customer concerns efficiently and effectively
- Developed and delivered presentations to prospective clients, showcasing the company's technical support capabilities and effectively communicating the value proposition to drive sales and partnerships
- Collaborated with team members to identify trends in customer inquiries and technical issues, providing feedback to improve processes and enhance overall customer experience
Education
North Desoto
Stonewall05-2009
Skills
- Customer Service & Support
- Technical Troubleshooting
- Database Management
- Problem Resolution
- Effective Communication
- Team Collaboration
- Project Management
- Zendesk Expertise
- Familiarity with T-Mobile Systems
- Quality Assurance
- Emergency Response
- Time Management
Timeline
Customer Care Specialist
When I Work
09.2024 - 08.2025
Courier Driver
DHL
07.2024 - 09.2024
Customer Service Representative
Tmobile
01.2024 - 06.2024
Driver
Uber
01.2020 - 01.2024
Customer Service Representative
Managed Health Network
01.2018 - 07.2020
Customer Service Representative
Enterprise Financial Group
06.2015 - 08.2016
First Responder/Fireman
Mansfield Fire Dept.
05.2012 - 04.2015
Advanced Technical Support Agent
Teleperformance USA
05.2009 - 04.2011
North Desoto