Jonathan Harrington

Responsibility: as a Customer Support Agent from January 2013 to December 2018, where I provided troubleshooting assistance for coffee brewers and guided customers through website navigation. I conducted quality assurance testing on coffee pods to ensure product quality and consistency. After two years, I was promoted to Tier 2 Support, managing fraud checks and larger replacement orders. Additionally, I mentored new hires as a floor walker, resulting in a 15% reduction in average handle time and a 10% increase in customer satisfaction scores among mentored agents.

• Maintaining CSAT score of 85% and issue resolution at 80% while providing technical support to multiple customers simultaneously for both iOS and macOS devices
• Volunteering/requested for yearly floor walking mentoring new hire classes of up to 25 employees for the last 3 years consecutively
• Retention levels have increased by a minimum of 4% each year for the last 2 years.

Responsibility: As the manager of the company, I handle all aspects of the IT infrastructure, from server management and network security to website design and development. By utilizing self-hosted solutions and automation tools, I optimize costs and ensure a seamless customer experience. I also clean pools and balance water chemistry.

• Minimized yearly IT infrastructure cost with self-hosted HTTPS/IRC/Wordpress servers, and DIY full stack development for website
• Providing outstanding service to local clientele by using remote water chemistry testing and reporting technology.

Responsibility: Served as a work at home Customer Support Agent, where I provided troubleshooting assistance for coffee brewers and guided customers through website navigation. I conducted quality assurance testing on coffee pods to ensure product quality and After two years, I was promoted to Tier 2 Support, managing fraud checks, and larger replacement orders.

• Mentored new hires as a floor walker, resulting in a 15% reduction in average handle time and a 10% increase in customer satisfaction scores among mentored agents
• Utilized Microsoft Office and Salesforce for daily operations and customer management.