Jonathan Roberson
Summary
Highly Motivated Care Specialist with specialties in retention, problem analysis, and conflict resolution. Excellent problem solving and active listening talents. Understanding and polite with a strong need to build a personal connection with everyone.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Care Specialist 3 Lab Team
Best Buy
11.2021 - Current
- Assisted with helping out Executive Resolutions, dealing with HIGHLY escalated customers and getting things resolved
- Assisted with Store Care Operators questions in chat function
- Assisted in Peer Help for Total Tech question.
- Assisted in Callback for orders needing to be rescheduled
- Analyzed feedback from customers and recommended improvements in customer care department.
Shift Manager
Mcdonlds
Elizabethtown, KY
04.2023 - Current
- Analyzed sales reports to identify areas for improvement and growth opportunities.
- Maintained adherence to food safety regulations and quality standards.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Provided prompt resolution for escalated customer service matters.
- Offered support and mentorship to enhance team members' performance.
- Trained new employees on company policies, procedures, and job responsibilities.
Technical Support Specialist
Geek Squad City
06.2018 - Current
- Managed up to 20-30 people while Floor Leads where not present, Doing Floor Support
- Help with any escalated clients while taking calls Set appointments for Field Agents to do troubleshooting or installs for client.
- Verify client information in Breeze and the Field Management Services.
- Talk with client's and explain anything about Total Tech Support Membership that may be unclear to the client Receive incoming calls from client and assist with any troubleshooting that may need to be address all over the phone.
- Part of several special projects : Project Acorn, Project Jenga, Project Beta
- Worked as a covert Agent doing repairs on clients computer over the internet.
SRD Agent
Geek Squad
10.2018 - 08.2019
- Manage and helped (HSEAM) with there in field agents and when they need to arrive and complete there jobs
- Collaborated with individuals through meetings and conference calls.
- Partner with Field teams to provide Services experiences that enhance our company's Culture, Mission and Values
- Identifies and improves system process gaps and development, ensuring scheduling, routing and dispatch works seamlessly with field and internal teams.
Certified Trainer
Game Stop
10.2016 - 06.2018
- Managed 7-15 people while retraining those that needed it
- Designed and implemented LT, LS (left trigger, left stick) program to reduce fail rate while increasing production for department
- Work close with the managers and came up with ideas about SOP's that would help the department over all
- Ensure each controller meets departmental regulations and quality standards ready for inspection in compliance with QA standards
- Conducts diagnostic repair processes on video game controllers in order to prepare for resale Analyze and troubleshoot problems.
Shift Supervisor
Five Star Food Service, Inc
01.2016 - 08.2016
- Trained and managed 3-4 team members on a daily basis
- Ensure the store keeps a high level of cleanliness, delegating tasks as needed
- Ensure every new employee gets quality training and support
- Communicate new policies and promotions to the team
Education
GED -
Elizabethtown Community And Technical College
Elizabethtown, KY05.2009
Skills
- Analytical Decision Making
- Communication
- Adaptability
- Technical Troubleshooting
- Issue and conflict resolution
- Performance monitoring
- Self-motivated
- Leadership/communication skills
Accomplishments
Employee of the Month November 2018
Affiliations
Listening to Music
Spending time with family
Playing Video Games
Certification
- Leadership Training June 2024
Timeline
Shift Manager
Mcdonlds
04.2023 - Current
Care Specialist 3 Lab Team
Best Buy
11.2021 - Current
SRD Agent
Geek Squad
10.2018 - 08.2019
Technical Support Specialist
Geek Squad City
06.2018 - Current
Certified Trainer
Game Stop
10.2016 - 06.2018
Shift Supervisor
Five Star Food Service, Inc
01.2016 - 08.2016
GED -
Elizabethtown Community And Technical College