Jon Hans
CSR
Cumming,GA
Summary
Dedicated support professional with extensive experience addressing client needs and resolving inquiries promptly and effectively. Proficient in managing client interactions, troubleshooting issues, and ensuring customer satisfaction. Skilled in utilizing various software tools and systems to streamline support processes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Support Specialist
Alternative Energy Southeast
05.2023 - Current
- Resolve tickets daily via phone, email, and chat in a fast-paced environment resulting in improved customer satisfaction.
- Accurately tracked client information in JobNimbus CRM while maintaining data collection integrity.
- Created an improved customer support process by assigning leads and service calls resulting in an increase of operational efficiency by 25%.
- Collaborated with internal teams to resolve escalations to deliver a world-class experience to all clients in a timely manner.
Gigworker
Dataforce/UserBrain
08.2022 - 05.2023
- Successfully contributed to data annotation projects while collaborating with engineers remotely in multiple locations meeting all deadlines.
- Reviewed various websites for accuracy, bugs and overall experience.
- Evaluated and graded audio and video recordings on various assigned factors like clarity, accuracy, and compliance.
- Performed speech collection tasks that improved speech recognition performance monthly.
Technical Support Specialist
Waystar
04.2022 - 07.2022
- Leveraged the Waystar SaaS platform to research and resolve user issues via email, phone, and chat support and ensured timely solutions of cases.
- Managed case flow by utilizing Salesforce CRM to create detailed knowledge base articles that improved internal documentation and reduced case resolution time.
Technical Support Specialist
FedEx Express & Freight
Buford, GA
07.2019 - 04.2022
- Held multiple positions: Services Support Center Associate | DOT Shuttle Driver.
- Supported FedEx customers via phone and email with shipment tracing, appointment scheduling, and billing inquiries, while handling data entry, document imaging, and file maintenance to ensure efficient operations.
- Retrieved, sorted, loaded/unloaded, and shuttled packages to various locations while following strict safety guidelines.
Education
BBA - Business Administration
Kennesaw State University
Skills
- Ticket resolution
- Salesforce and JobNimbus CRM
- Process improvement
- Technical troubleshooting
- Communication skills
- Time management
- Collaboration
- Leadership and training
- Adaptability
- Attention to detail
- Microsoft Office and Google Suite
- Microsoft Windows
- Zoom and Skype communication tools
- MS Teams and Slack
Certification
HDI Support Center Analyst
References
References available upon request.
Timeline
Client Support Specialist
Alternative Energy Southeast
05.2023 - Current
Gigworker
Dataforce/UserBrain
08.2022 - 05.2023
Technical Support Specialist
Waystar
04.2022 - 07.2022
Technical Support Specialist
FedEx Express & Freight
07.2019 - 04.2022
BBA - Business Administration
Kennesaw State University
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