Jonathan Iovino
Galloway
Summary
Customer Support professional with 10+ years of experience in technical troubleshooting, customer experience, and support leadership. Skilled in resolving complex user issues, optimizing support platforms (Zendesk, Salesforce, Microsoft Office 365, etc.), and improving team performance in high-volume environments. Known for calm de-escalation, clear communication, and delivering dependable, empathetic support. Seeking a fully remote technical or customer support role.
Overview
14
14
years of professional experience
Work History
Personal Care Assistant (Remote)
Self-Employed
Galloway
01.2023 - Current
- Provide full-time support for an elderly client including scheduling, transportation coordination, and medication management.
- Manage daily routines, track progress, and ensure safety and comfort.
- Research and implement improvements to daily care processes and wellness routines.
Customer Support Manager / Supervisor / Player Support Agent
SG Digital & Acclaim Systems — PA iLottery
Egg Harbor
08.2019 - 06.2024
- Provided technical troubleshooting for online lottery and casino platforms including account, payment, and device issues.
- Supported users across phone, chat, and email while maintaining SLA compliance.
- Supervised team performance, coaching sessions, and quality standards.
- Managed 30+ employees, hiring, onboarding, and workflow optimization.
- Optimized Zendesk and OPS systems to improve team efficiency.
- Created training materials and supported new hire onboarding.
- De-escalated complex patron concerns with transparency and clear communication.
Server / Barback / Busser / Sous Chef
Salt
Merrick
01.2018 - 08.2019
- Worked in a fast-paced environment ensuring smooth operations.
- Delegated tasks within bussing teams and maintained inventory.
- Handled guest concerns and provided professional customer service.
- Operated POS systems and assisted front and back of house.
Assistant Manager
7-Eleven
Northfield
01.2019 - 07.2019
- Handled cash management, including deposits and reconciliation of daily sales.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Trained and mentored new staff on company policies and operational procedures.
- Executed loss prevention strategies, successfully reducing theft incidents within the store.
Videographer
Idahlia Photography
Howell
01.2015 - 01.2017
- Filmed full wedding days using professional equipment.
- Edited footage using Sony Vegas, Adobe Premiere, and Audacity.
- Coordinated schedules with clients and vendors.
Shift Lead / Customer Service Representative
Wawa
Galloway
03.2015 - 12.2015
- Handled customer service in a high-volume environment.
- Operated POS and safe systems and assisted with closing procedures.
- Managed lottery inventory and end-of-day sales reports.
- Earned Employee of the Month and represented store in district competition.
Assistant Manager
7-Eleven
Hicksville
01.2012 - 01.2015
- Managed inventory, ordering, scheduling, and projections.
- Trained new employees and ensured strong customer service.
- Operated POS, lottery systems, and prepared financial reports.
Education
Liberal Arts - Psychology Minor
Atlantic Cape Community College
Mays Landing, NJ12.2025
Electrical Degree -
Electrical Training Center
Copiague, NY06.2013
High School Diploma -
Cape May County Technical School
Cape May, NJ06.2012
Skills
- Technical Support & Troubleshooting
- Zendesk
- Salesforce
- OKTA
- OPS
- Geo-Comply
- Microsoft Office 365
- Customer De-Escalation & Conflict Resolution
- Remote Support
- Leadership Experience
- Training & Coaching
- Workflow Optimization & Documentation
- SLA Adherence & Quality Assurance
- Patient Communication
- Empathetic Communication
- Clear Communication
- Adaptable
- Compassionate caregiving
- Care plan implementation
Volunteer Experience
Habitat for Humanity, Assisted with construction and landscaping., Installed sheetrock, siding, and prepared lots for new construction.
Affiliations
PC Building/Projects
Timeline
Personal Care Assistant (Remote)
Self-Employed
01.2023 - Current
Customer Support Manager / Supervisor / Player Support Agent
SG Digital & Acclaim Systems — PA iLottery
08.2019 - 06.2024
Assistant Manager
7-Eleven
01.2019 - 07.2019
Server / Barback / Busser / Sous Chef
Salt
01.2018 - 08.2019
Shift Lead / Customer Service Representative
Wawa
03.2015 - 12.2015
Videographer
Idahlia Photography
01.2015 - 01.2017
Assistant Manager
7-Eleven
01.2012 - 01.2015
Liberal Arts - Psychology Minor
Atlantic Cape Community College
Electrical Degree -
Electrical Training Center
High School Diploma -
Cape May County Technical School