Summary
Overview
Work History
Education
Skills
Most recent job reference
Timeline

Jonathan Smith

Phoenix,AZ

Summary

Motivated, hardworking and honest customer service professional with 15+ years of customer service experience looking for a position to excel in.

Overview

15
15
years of professional experience

Work History

Intake Agent (Fully Remote)

CVS
Phoenix, AZ
06.2021 - Current
  • Assisted with OFFLINE Fax Queues
  • Attached faxes as necessary to Prior Authorizations
  • Sorted faxes as appropriate to the correct queue
  • Opened PA shells as needed
  • Opened initial Prior Authorizations as needed and faxed out needed forms
  • Assisted with the Electronic Prior Authorization queue
  • Assisted with the Auto Open Error Queues

Delivery Driver

Amazon Flex
09.2019 - 06.2021
  • Delivered packages and smiles to all customers!
  • Demonstrated safe driving by observing all road rules, exercising caution in unfamiliar areas and maintaining vehicle control.
  • Successfully avoided time delivery delays by carefully planning best routes with GPS.
  • Grouped and routed deliveries according to designated areas to maintain efficient delivery times.

Driver

Postmates / Uber Eats
Phoenix, AZ
09.2019 - 06.2021
  • Deliver the customers food in a fast, friendly manner
  • Ensure order accuracy
  • Drive safely at all times

Customer Service Associate [Remote]

Williams Sonoma Inc.
Phoenix, AZ
11.2019 - 01.2020
  • Solve customer concerns with existing orders
  • Assist customers with new sales orders
  • Handle each interaction using Williams Sonoma guidelines:
  • Solve the problem efficiently - Quick with quality
  • Make it personal -Take ownership
  • Inspire customer loyalty - Give them a reason to come back
  • Listen Carefully: - Be attentive
  • Emphasize our effort - Because we care

Community Support Agent - Chat Agent (Remote)

Ring.com / Amazon
Phoenix, AZ
03.2018 - 09.2019
  • Assist customers with both technical and physical concerns accurately with their products while maintaining a calm, clear and collected attitude
  • Consistently speak with 3 neighbors at a time while utilizing multi tasking skills to assist all 3, mostly troubleshooting
  • Resolve simple to complex billing issues
  • Answer general questions / general customer service
  • Address and de-escalate neighbor’s issues and complaints
  • Provide a world class Ring experience on every interaction

Community Support Agent - Email Agent (Remote)

Ring.com / Amazon
11.2017 - 03.2018
  • Respond to neighbors in a timely fashion and assist them with any and all issues they may have, from simple billing issues to complex troubleshooting
  • Complete at least 40 emails per day
  • Resolve simple to complex billing issues
  • Answer general questions / general customer service
  • De-escalate where needed
  • Provide a world class Ring experience on every interaction

Community Support Agent - Level 1 Phones (Remote)

Ring.com / Amazon
07.2017 - 11.2017
  • Assist customers with technical and physical concerns accurately with their products while maintaining a calm, clear and collected attitude
  • Resolve simple to complex billing issues De-escalate where needed
  • Answer general questions / general customer service Provide a world class Ring experience on every interaction

Driver

Uber/Lyft/Postmates
04.2016 - 07.2017
  • Maintain a positive, clean and neat experience pertaining to yourself as well as the vehicle
  • Engage clients in a friendly and professional manner
  • Provide excellent customer service
  • Demonstrate ability to manage time in an efficient manner
  • Resolve any customer conflicts quickly
  • Ensure all customers get to their destination in a timely and safe manner

Inbound Sales, SAFE 1

Wells Fargo Bank
Phoenix, Arizona
01.2015 - 04.2016
  • Assist customers in meeting their financial needs
  • Maintain a professional and friendly attitude at all times with customers
  • Utilize the road map to ensure correct products are suggested
  • Meet or exceed all target goals for sales and customer experience

Premier Phone Banker/Banker Coach/Rising Star

Wells Fargo Bank
Phoenix, AZ
04.2013 - 12.2014
  • Assist high value, affluent customers with their banking needs
  • Maintain a professional and friendly attitude towards all customers
  • Includes talking to them about their financial picture, and tying in products and service recommendations into our conversations
  • My banker coach responsibilities included ensuring new team members are acclimated to the floor, floor support, individual banker coaching, and helping our team stay on track for goals throughout the day
  • I also graduated from the Rising Star program, which is tailored around leadership roles and allowed me to gain invaluable insight into what a leadership role entails

Phone Banker 1

Wells Fargo Bank
Phoenix, AZ
12.2012 - 04.2013
  • Assisted customers over the phone with their banking needs
  • Maintain a professional and friendly attitude at all times with customers
  • Assist with basic to complex banking issues
  • Suggest product and services to benefit the customer

Teller

Wells Fargo Bank
Phoenix , AZ
10.2011 - 12.2012
  • Assisted customers in person with their banking needs
  • Maintain a professional and friendly attitude at all times with customers\
  • Assist with everyday questions and concerns
  • Suggest product and services to benefit the customer

Team Member

Jimmy Johns
Phoenix, AZ
01.2011 - 10.2011
  • Greet all customers
  • Ensure cleanliness of workspace and restaurant
  • Super fast sandwich artist - making subs fast here was key!
  • Stocking products when they are low
  • Cross selling during customer interactions

Team Member (Remote)

ActivEngage Inc.
Phoenix, AZ
10.2009 - 06.2010
  • I handled incoming chat requests for a number of dealership websites throughout the US
  • I answered questions, retrieved information including contact information, and set appointments

Education

Diploma - General

North Canyon High School, Phoenix, AZ
06.2007

Skills

  • 15 years of combined customer service experience
  • 6 years of Call Center Environment experience
  • 4 years of Financial Industry experience
  • 2 years Technical Support experience
  • 3 years of work from home experience
  • Experience with Zendesk, Kustomer, Slack, Microsoft Team, Microsoft Word, Microsoft Excel and many other business related tools
  • Strong attention to detail, including using proper punctuation and grammar especially when speaking with customers
  • Strong drive to do things the correct way, the first time
  • Advanced proficiency in computer operations
  • Excellent multi tasker
  • A natural sense of urgency to get things done quickly and correctly for customers
  • Works well in a self-paced environment
  • Typing proficiency of 80 wpm
  • Excellent analytical thinking and problem solving skills
  • Excellent at building and maintaining customer relationships
  • Works well individually and on a team
  • Easily trainable, and always coachable
  • Excellent communication skills both written and verbal
  • Outside of the box thinker

Most recent job reference

Helen Tirovolas

773-983-9353

Timeline

Intake Agent (Fully Remote) - CVS
06.2021 - Current
Customer Service Associate [Remote] - Williams Sonoma Inc.
11.2019 - 01.2020
Delivery Driver - Amazon Flex
09.2019 - 06.2021
Driver - Postmates / Uber Eats
09.2019 - 06.2021
Community Support Agent - Chat Agent (Remote) - Ring.com / Amazon
03.2018 - 09.2019
Community Support Agent - Email Agent (Remote) - Ring.com / Amazon
11.2017 - 03.2018
Community Support Agent - Level 1 Phones (Remote) - Ring.com / Amazon
07.2017 - 11.2017
Driver - Uber/Lyft/Postmates
04.2016 - 07.2017
Inbound Sales, SAFE 1 - Wells Fargo Bank
01.2015 - 04.2016
Premier Phone Banker/Banker Coach/Rising Star - Wells Fargo Bank
04.2013 - 12.2014
Phone Banker 1 - Wells Fargo Bank
12.2012 - 04.2013
Teller - Wells Fargo Bank
10.2011 - 12.2012
Team Member - Jimmy Johns
01.2011 - 10.2011
Team Member (Remote) - ActivEngage Inc.
10.2009 - 06.2010
North Canyon High School - Diploma, General

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Jonathan Smith