Jonathan Peterson

• Delivered prompt service to prioritize customer needs.
• Responded to customer requests for products, services, and company information.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Investigated and resolved accounting, service and delivery concerns.
• Identified and resolved discrepancies and errors in customer accounts.

• Provided expert customer service and support to customers, including troubleshooting technical issues.
• Maintained accurate records of customer interactions and transactions.
• Assisted in the development and implementation of customer service policies and procedures.
• Trained new customer service representatives on company policies and procedures.

Handled escalated customer complaints with professionalism and empathy.

• Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
• Monitored performance metrics such as average handle time, first contact resolution rate, call abandonment rate., to assess team performance against set goals.
• Responded to customer requests for products, services, and company information.
• Cross-trained and provided backup support for organizational leadership.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Developed strong relationships with customers by providing personalized assistance and support.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Responded to customer requests for products, services, and company information.
• Delivered prompt service to prioritize customer needs.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Worked in the credit card services for Bank of America.
• Responded to customer requests for products, services, and company information.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Prioritized initiatives to increase success rates of strategic projects.
• Facilitated timely delivery of special projects to meet organizational and departmental objectives.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
• Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
• Liaised between clients and vendors and maintained effective lines of communication.

• Tech support specialist for Apple, INC.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Tracked computer equipment, peripherals and network servers via master documentation in Excel.
• Recorded and maintained relevant notes for each client and work order.
• Documented support interactions for future reference.
• Resolved 53 technical support inquiries per day.
• Walked individuals through basic troubleshooting tasks.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Managed high levels of call flow and responded to technical support needs.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Researched and identified solutions to technical problems.
• Tested new software and hardware prior to deployment.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Helped streamline repair processes and update procedures for support action consistency.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Configured and tested new software and hardware.
• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Patched software and installed new versions to eliminate security problems and protect data.

• Forklift operator for Grimmway Farms sister company 'Premier Packing' in Shafter, California.

• Conducted routine maintenance on aircraft weapons systems such as loading, unloading, testing, inspecting, and arming and disarming munitions.
• Performed safety checks on all aviation-related equipment prior to use or operation.
• Assisted in the preparation of flight plans for flights involving ordnance delivery or drop operations.
• Installed pylons and racks used for carrying external stores on military aircrafts.
• Supervised the installation of air-to-air missiles onto combat aircrafts.
• Inspected ordnance items before they were loaded onto an aircraft.
• Participated in preflight inspections to ensure that all weapon systems were operational.
• Responded quickly to emergency situations involving hazardous material spills or leakage.
• Tested firing mechanisms after ordnance was installed on an aircraft.
• Calibrated test instruments used during maintenance procedures on weapons systems.
• Ensured that all safety precautions were followed when working with explosive devices.