Summary
Overview
Work History
Education
Skills
Language Skills
Accomplishments
Affiliations
Timeline

Jonathan Gonzales

Conyers

Summary

Highly organized and dependable candidate skilled in efficiently managing multiple priorities while maintaining a positive attitude. Proven track record of assuming additional responsibilities to ensure the accomplishment of team objectives.

Overview

19
19
years of professional experience
4
4
years of post-secondary education

Work History

Tech Support

Asurion
09.2018 - 05.2022


  • Delivered exceptional technical support to customers by troubleshooting and resolving cell phone issues, including hardware, software, connectivity, and app-related concerns.
  • Provided step-by-step guidance to customers for device setup, configuration, and troubleshooting across multiple platforms, including iOS, Android, and other smart devices.
  • Diagnosed and resolved technical issues efficiently, reducing downtime and ensuring customer satisfaction.
  • Collaborated with internal teams to escalate complex issues, ensuring timely resolution and continuous improvement of support services.
  • Educated customers on best practices for device maintenance, security, and data protection to enhance user experience and prevent recurring issues.
  • Managed high-volume inbound calls, maintaining professionalism and empathy in high-pressure situations.
  • Documented detailed case notes for each interaction in the customer relationship management (CRM) system to track trends and improve service quality.
  • Contributed to team knowledge bases and training initiatives, sharing expertise to enhance overall service delivery.
  • Achieved or exceeded key performance metrics, including first-call resolution, customer satisfaction (CSAT), and average handle time (AHT).

Technical Expert/CST

Verizon
05.2014
  • This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls escalated and sometimes unique in nature
  • This role is also responsible for conducting Tier1 and Tier2 trouble shooting when customers require device assistance
  • This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions
  • Customer Interactions: Listens and responds appropriately in all customer interactions
  • Manage customer relationships by performing the full range of customer service functions
  • Uses common courtesy and discretion to achieve customer loyalty
  • Empathizes and acknowledges customer to create trust and partnership
  • Customer Solutions: Uses negotiation and problem solving skills to resolve customer concerns
  • Utilizes troubleshooting guides and Tier1 and Tier2 troubleshooting on all calls that require device assistance
  • Identify and assess customer needs based on interactions
  • Troubleshoot and communicate technical answers clearly and concisely
  • Takes accountability for and resolves all customer issues and follow up when appropriate
  • Customer Loyalty & Growth: Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
  • Utilize tools and resources on every call to make appropriate recommendations to customers
  • Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer's wireless experience
  • Recognizes bells of churn and responds with effective recommendations
  • People and Teamwork: Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work
  • Adheres to attendance guidelines to ensure successful contribution to team's goals and performance
  • Demonstrates personal commitment to work effectively and become a valuable member of the VZW team
  • Flexible and willing to help work on department initiatives as needed
  • Responsibilities Continued:

Coord-Tech Support I

Verizon
10.2011
  • Member of Technical Solutions Center team dedicated to providing exceptional customer service and technical support with complex product or service concerns for internal and external voice and data product customers across all channels
  • Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries
  • Use various administrative department tools and on-line resources for customer resolution
  • Use trouble ticket system for tracking customer interactions and problem resolution
  • Evaluate customers concerns and resolve problems to customer satisfaction
  • Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type
  • Follows up with customer to ensure first call resolution and achieve and deliver100% customer satisfaction
  • Customer Interactions: Customer Service - Provide exceptional service and support to customers
  • Ability to explain complex IT concepts in simple terms
  • Listens and responds appropriately in all customer interactions by displaying a positive attitude and tone throughout the interaction
  • Use common courtesy and discretion to achieve customer loyalty
  • Empathize with and acknowledges customer concerns to create trust
  • Customer Loyalty & Growth: Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
  • Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer's wireless experience
  • Recognizes bells of churn and responds with effective recommendations
  • Customer Solutions: Uses negotiation and problem solving skills to resolve customer concerns
  • Identify and assess customer needs based on interactions
  • Troubleshoot and communicate technical answers clearly and concisely
  • Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries
  • Utilize Tier1 and Tier2 troubleshooting guides on all calls that require device assistance
  • Troubleshoot hardware and software issues and identify network/applications issues
  • Provide detailed information on how to set up/configure data and voice products
  • Verify provisioning and diagnose device or network issues
  • Troubleshoot PC Operating systems, specifically Device Manager and TCP/IP configuration
  • People and Teamwork: Demonstrates personal commitment to VZW code of conduct, maintaining performance and adhering business guidelines in all areas of work
  • Adheres to attendance guidelines to ensure successful contribution to team's goals and performance
  • Demonstrates personal commitment to work effectively and become a valuable member of the VZW team
  • Flexible and willing to help work on department initiatives as needed
  • Responsibilities Continued:

Rep-Customer Service

Verizon
03.2011 - 10.2011
  • This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature
  • This role is also responsible for conducting Tier1 trouble shooting when customers require device assistance
  • This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions
  • Handles own customer escalations and minimizes transfers
  • Customer Interactions: Listens and responds appropriately in all customer interactions
  • Manage customer relationships by performing the full range of customer service functions
  • Uses common courtesy and discretion to achieve customer loyalty
  • Empathizes and acknowledges customer to create trust and partnership
  • Customer Solutions: Uses negotiation and problem solving skills to resolve customer concerns
  • Utilizes troubleshooting guides and Tier1 troubleshooting on all calls that require device assistance
  • Identify and assess customer needs based on interactions
  • Troubleshoot and communicate technical answers clearly and concisely
  • Takes accountability for and resolves all customer issues and follow up when appropriate
  • Customer Loyalty & Growth: Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
  • Utilize tools and resources on every call to make appropriate recommendations to customers
  • Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer's wireless experience
  • Recognizes bells of churn and responds with effective recommendations
  • People and Teamwork: Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work
  • Adheres to attendance guidelines to ensure successful contribution to team's goals and performance
  • Demonstrates personal commitment to work effectively and become a valuable member of the VZW team
  • Flexible and willing to help work on department initiatives as needed
  • Responsibilities Continued:

Sales Representative

Southeast Signature
11.2008 - 12.2010
  • Responsibilities included selling automobiles by understanding and demonstrating characteristics, capabilities, and features; developing and qualifying buyers; closing sales
  • Clear understanding of automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles
  • Developed buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions
  • Qualified buyers by understanding buyer's requirements and interests; matching requirements and interests to various models; building rapport
  • Demonstration of automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services
  • Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; collects payment; delivers automobile
  • Provided sales management information by completing reports
  • Constantly updated job knowledge by participating in educational opportunities; reading professional publications
  • Enhanced dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Responsibilities Continued:

Sales Representative

Autofair Chevrolet
04.2008 - 09.2008
  • Responsibilities included selling automobiles by understanding and demonstrating characteristics, capabilities, and features; developing and qualifying buyers; closing sales
  • Clear understanding of automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles
  • Developed buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions
  • Qualified buyers by understanding buyer's requirements and interests; matching requirements and interests to various models; building rapport
  • Demonstration of automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services
  • Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; collects payment; delivers automobile
  • Provided sales management information by completing reports
  • Constantly updated job knowledge by participating in educational opportunities; reading professional publications
  • Enhanced dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Responsibilities Continued:

Finance Manager

Bennett Automotive Group
02.2007 - 02.2008
  • Offered vehicle financing and insurance to customers and providing them with a thorough explanation of aftermarket products and extended warranties and a complete explanation of manufacturer and dealership service procedures and policies
  • Seeking new lending institutions and maintaining good working relationships to secure competitive interest rates and financing programs
  • Processing financing and leasing deals accurately and securing approval through financial sources to secure approval and through the proper federal, state and corporate channels
  • Understanding and complying with federal, state and local regulations that affect the new and used-vehicle and finance departments
  • Creating and maintaining a program with the sales department that will ensure all new sales are referred to the F&I department
  • Training and providing the sales team with information on finance and lease programs and the benefits of the dealership's financing and extended service programs
  • Responsibilities Continued:

Sales representative

Bennett Automotive Group
02.2003 - 02.2008
  • Responsibilities included selling automobiles by understanding and demonstrating characteristics, capabilities, and features; developing and qualifying buyers; closing sales
  • Clear understanding of automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles
  • Developed buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions
  • Qualified buyers by understanding buyer's requirements and interests; matching requirements and interests to various models; building rapport
  • Demonstration of automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services
  • Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; collects payment; delivers automobile
  • Provided sales management information by completing reports
  • Constantly updated job knowledge by participating in educational opportunities; reading professional publications
  • Enhanced dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Responsibilities Continued:

Education

Non-Graduate - Academic(General Studies)

Coastal Georgia Community Col

High School Diploma -

Round Lake Sr. High School, Round Lake, IL
08.1988 - 05.1992

Skills

  • Customer support
  • Training and mentoring
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Microsoft windows and office
  • Multitasking
  • Reliability
  • Excellent communication
  • Team collaboration
  • Active listening

Language Skills

Description Speaking Proficiency Writing Proficiency Reading Proficiency English

Accomplishments

  • Description : Follow up and Remedy reports Accomplishment Type: Internal End Date : Detailed Description : I was given a chance to work MW TN CS Follow ups and send Remedy reports to teams. This entailed being offline for the first half of my shift. Besides being given these responsibilities to help the call center and Tech teams, it made me very aware of my performance while on the phone. With having limited time on the phone I had to ensure that my performance did not suffer. I was able to maintain a performing portfolio while in this role.
  • Description : Step Up Accomplishment Type: Internal End Date : Detailed Description : I was selected to participate in the Step Up Program to enhance my leadership skills. This is a integral step in my chosen career progression path. I am excited about the opportunity and look forward to enhancing my value to Verizon Wireless.
  • Description : Floor Support Accomplishment Type: Internal End Date : Detailed Description : During my time in CST I was given more responsibility to support our team. This included side by sides, quality monitors, and1 on1 interactions to bring best practices to the business. I was able to deliver hurdles to ensure our team was up to date on new changes within the business and that they felt confident in those changes. I would be responsible for helping with critical thinking and positioning statements. The more comfortable I became in the role I could see and feel the trust build within the team to know they could come to me for a strong resolution. This has been the most rewarding part of my career so far with Verizon Wireless.
  • Description : Best in Class- Top Honors Accomplishment Type: Internal End Date :04/30/2015 Detailed Description : Awarded to individuals with best overall stat rankings for month of april. I was able to maintain a high level of performance in CST/Tech Support while also working other projects within the department such as Follow ups, Remedy, and CST Floor Support.
  • Description : Remedy Process Refresh Booth Accomplishment Type: Internal End Date :04/02/2015 Detailed Description : I was charged with updating the Remedy follow up process and bring awareness to the impact this has on the business and what it does for customer experience. Designed handout detailing follow up process and set up booth on tech floor to speak to the importance of the process. Met with teams individually and ensure each team had a Ticket Champion to ensure teams are keeping commitment to our customer.
  • Description : Directors Circle- Platinum Level Accomplishment Type: Internal End Date :12/31/2013 Detailed Description : I was able to maintain a performing status in every PA metric to make the Directors Circle. This should ability to maintain a balanced portfolio and adapt to constant change in the business. It was very rewarding to be able to be apart of the offline celebration with the rest of the top performers from the Murfreesboro Call Center.

Affiliations

  • United States Marine Corps

Timeline

Tech Support - Asurion
09.2018 - 05.2022
Technical Expert/CST - Verizon
05.2014
Coord-Tech Support I - Verizon
10.2011
Rep-Customer Service - Verizon
03.2011 - 10.2011
Sales Representative - Southeast Signature
11.2008 - 12.2010
Sales Representative - Autofair Chevrolet
04.2008 - 09.2008
Finance Manager - Bennett Automotive Group
02.2007 - 02.2008
Sales representative - Bennett Automotive Group
02.2003 - 02.2008
Round Lake Sr. High School - High School Diploma,
08.1988 - 05.1992
Coastal Georgia Community Col - Non-Graduate, Academic(General Studies)

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Jonathan Gonzales