Jonathan McNeil
Roxboro,North Carolina
Summary
Detail-oriented Customer Support Analyst with 5+ years of experience in Healthcare and Edtech, specializing in improving customer satisfaction through effective resolution of technical issues and process optimization. Proficient in utilizing CRM software and data analytics tools to streamline support workflows. Strong communicator skilled at conveying complex information and fostering collaboration across teams.
Overview
8
8
years of professional experience
Work History
Customer Service Analyst
IXL
Morrisville, NC
06.2022 - Current
- Provided customer support to clients via email and live chat.
- Analyzed customer inquiries and complaints in order to provide accurate solutions.
- Resolved technical issues in a timely manner while maintaining customer satisfaction.
- Enhanced customer support during five acquisitions: IXL Family, Dictionary.com, Multiplication.com, Wyzant, Education.com
- Interviewed and trained new hires on customer service compliance with the position.
Creative Director
Zion Christian Center
Roxboro, North Carolina
01.2017 - Current
- Directed art layout creation, ensuring precise style and type size alignment,
- Directed internal team communications, including employee newsletters and memoranda.
- Facilitated resolution of conflicts across production, fulfillment, and customer service teams through effective collaboration
- Led creative designs for on-site, email-based, and online advertising strategies.
- Developed and implemented innovative strategies to increase brand awareness.
- Created original concepts, art direction, and designs for multimedia projects.
Access Representative
Duke Health
Durham, North Carolina
09.2019 - 06.2022
- Known for delivering high-quality customer service while maintaining strict adherence to HIPAA regulations.
- Surpassed and sustained above-average incoming call volume within six months of being hired.
- Conducted insurance eligibility verification, referral authorization, and financial education on designated accounts.
- Registered patients with precision using the Epic electronic record system
- Provided technical support to customers using online tools.
Education
Psychology
Fayetteville State University
Fayetteville, North Carolina06.2018
Skills
- Critical thinking
- Customer Support Proficiency
- Registration management
- Microsoft Applications
- Cross-functional collaboration
- Time management
- Training and Development
- Operational Improvement
- Troubleshooting
Timeline
Customer Service Analyst
IXL
06.2022 - Current
Access Representative
Duke Health
09.2019 - 06.2022
Creative Director
Zion Christian Center
01.2017 - Current
Psychology
Fayetteville State University
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