Jonathan Pierre
Opa-locka
Summary
Empathetic Customer Care Agent known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, problem-solving, and adaptability, ensuring positive outcomes in customer interactions.
Overview
5
5
years of professional experience
Work History
Customer Care Agent
Veo Technologies
06.2025 - Current
- Provided front-line customer support via phone and email, delivering clear, accurate resolutions while meeting KPIs for response time, backlog reduction, and customer satisfaction.
- Prioritized and managed incoming requests, ensuring timely resolution of customer issues and maintaining low response times.
- Escalated complex cases through established support channels, sharing customer feedback with internal teams to enhance service quality and address recurring issues.
- Identified inefficiencies in support workflows, providing actionable recommendations that streamlined processes and improved resolution times.
Customer Experience Agent
Ramp
09.2024 - 02.2025
- Delivered first-line support in high-volume, phone-first environment, achieving accurate and empathetic resolutions via phone, email, and chat.
- Troubleshot complex product and account issues using strong investigative skills and product knowledge, driving efficient, first-contact resolutions in a fast-paced setting.
- Took end-to-end ownership of customer escalations, partnering with product, engineering, and internal teams to ensure timely resolution and prevent recurring issues.
- Adapted quickly to new tools, AI-powered workflows, and evolving processes, contributing to continuous improvement through documentation updates and actionable customer feedback.
Customer Care Agent
GotPhoto Inc.
09.2023 - 08.2024
- Served as primary contact for US- and UK-based customers, resolving inquiries promptly and professionally via email, tickets, and calls to enhance customer satisfaction.
- Provided accurate guidance on platform features and workflows, helping customers effectively use the product and reducing repeat inquiries.
- Troubleshot technical and account-related issues, escalating complex cases to appropriate internal teams to ensure timely resolution.
- Maintained detailed records of customer interactions in CRM system, contributing insights and recommendations to support Customer Development initiatives.
Customer Care Expert
Wix.com
08.2021 - 08.2023
- Served as primary contact for Wix users via email, phone, and chat, assessing needs and guiding to solutions that improved online presence and supported business goals.
- Facilitated onboarding by introducing users to Wix tools, services, and products, enhancing adoption and showcasing value of technical solutions.
- Developed deep expertise in Wix products, analyzed user behavior, and leveraged insights to improve user satisfaction, adoption, and overall customer experience.
- Collaborated with product and cross-functional teams to advocate for user needs, providing feedback that shaped product improvements and influenced roadmap decisions.
Education
Associate of Arts - Mass Communication
Miami Dade College
Miami, FL05-2019
Skills
- Multi-channel Customer Support
- SaaS issue resolution
- Technical Troubleshooting
- CRM documentation
- Escalation Management
- Cross-Functional Collaboration
- Clear Communication
- Empathetic Communication
- Customer Relationship Building
- Remote Work Productivity
- Time Management
- Self-Motivation
Websites
Timeline
Customer Care Agent
Veo Technologies
06.2025 - Current
Customer Experience Agent
Ramp
09.2024 - 02.2025
Customer Care Agent
GotPhoto Inc.
09.2023 - 08.2024
Customer Care Expert
Wix.com
08.2021 - 08.2023
Associate of Arts - Mass Communication
Miami Dade College