Jonathan Veals
Austin,TX
Summary
Provided helpdesk support and network administration for over 15 years. Assisted users with device support and troubleshooting to enhance productivity. Seeking long-term role with opportunities for growth and development. Demonstrated flexibility and a strong work ethic while contributing to team objectives. Returned to workforce after medical leave, eager to support workplace initiatives.
Overview
13
13
years of professional experience
Work History
Customer Solutions Representative
Charter Communications/Spectrum
Austin, TX
09.2024 - Current
- Resolved customer inquiries by utilizing CRM software, enhancing service delivery efficiency.
- Facilitated onboarding processes for new customers, ensuring seamless experiences and satisfaction.
- Collaborated with cross-functional teams to troubleshoot complex service issues, improving resolution rates.
- Trained junior representatives on best practices for customer engagement and issue resolution strategies.
- Strengthened relationships with key clients by providing personalized attention, leading to increased loyalty and repeat business.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
In Home Expert
Asurion Insurance Services
Houston , TX
05.2020 - 09.2022
- Learned customer needs and desires to suggest specific product options.
- Resolved problems, improved operations and provided exceptional client support.
- Maintained excellent attendance record, consistently arriving to work on time.
- Works with customers all over Texas to understand needs and provide Excellent service.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Keeps our customers connected by bringing replacement devices and in-person tech support directly to them wherever they are home, office, or even a local coffee shop.
- Help customers set up their devices with things like email, apps, and basic troubleshooting
- Delivering our award-winning, personalized customer resolution experience.
- Our Experts upsell our customers on additional Asurion products such as our Smart Home Support to allow our customers to stay connected.
Customer
Cox Communications
Baton Rouge, LA
08.2019 - 04.2020
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- Handled multiple tasks simultaneously, including talking with and listening to customers while accessing, reading and inputting information into numerous applications.
- Maintained composure and patience in dealing with aggressive customers.
- Updated information and details of calls and inquiries in customer service database for future reference.
- Generated summaries on issues, refunds and replacements, sending detailed updates to customers.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
- Answered questions and informed customers of current sales and promotions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered service and support to each customer, paving way for future business opportunities.
Family Impact Coordinator/Administrative Assistant
Democracy Prep Charter School
Baton Rouge, LA
11.2015 - 07.2019
- Completed intake assessments on families to determine service needs.
- Supported needs of at-risk families with housing, food and other critical assistance.
- Provided outstanding family service to incoming and long-standing families by attending closely to concerns and finding solutions
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Monitored multiple databases to keep track of all incoming, current, and withdrawn families
- Wrote agendas and notes and sent out automatic notifications for upcoming meetings and event
- Increased enrollment count by 25% over a two-year period
- Planned and executed all family events including: Winter and Spring
Art shows, Family Potluck event, and Family Conferences - Supported the Regional Operations Manager in operational
improvements, resolution of family and scholar facing issues to deliver
top-notch customer service - Led team of 5 Canvassers engaged in helping enroll the school going
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Maintained inventory in supply closet to prevent shortages.
- Directed customer communication to appropriate department personnel.
- Tracked and submitted employee timesheets to accounting department for payroll processing.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
Supervisor/Team Trainer
Whole Foods Market
Baton Rouge, LA
03.2013 - 04.2016
- Trained employees on additional job positions to maintain coverage of roles at all times.
- Instructed new team members on correct procedures for all areas of operations.
- Identified and corrected issues negatively impacting team and business operations
- Directed and motivated team of 36 cashiers in a fast paced and customer service setting
- Addressed employee and production issues to determine and implement optimal resolutions, while maintaining schedules
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
- Enhanced group productivity 20% with development and implementation of new team building strategies
- Maintained high level of morale and team-work on production floor through frequent communication with 23 employees
- Trained newly hired employees on Sintels Systems POS equipment and created a new training manual for all cashiers s to use as reference guide
- Coordinated day-to-day and long-term activities to support in helping meet sales goal set by team leaders
Education
Some College (No Degree) -
Louisiana State University And A&M College
Baton Rouge, LAMarketing
Baton Rouge Community College
Baton Rouge, LA05.2015
High School Diploma -
Home Schooled
Baton Rouge05.2012
Skills
- Fault isolation
- Network configuration
- Helpdesk administration
- Software deployment
- Goal-oriented
- Processes and procedures
- Process improvement strategies
- Workforce training
- Staff retention
- Overseeing office activities
- Tracking documents
- Multitasking and prioritization
- Employee training and development
- Event coordination
- Managing automated systems
- Meeting planning
- Recruiting
- Project planning
- Problem resolution
- Microsoft Office
- Professional and mature
- Administrative operations
- Detail-oriented
- Resourceful
- Attendance records preparation
- Family support
- Family outreach
- Excellent planner and coordinator
Accomplishments
- Developed relationships with over 100 new clients and typically exceeded sales goals by 30%
- Consistently maintained high customer satisfaction ratings.
Experience
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Timeline
Customer Solutions Representative
Charter Communications/Spectrum
09.2024 - Current
In Home Expert
Asurion Insurance Services
05.2020 - 09.2022
Customer
Cox Communications
08.2019 - 04.2020
Family Impact Coordinator/Administrative Assistant
Democracy Prep Charter School
11.2015 - 07.2019
Supervisor/Team Trainer
Whole Foods Market
03.2013 - 04.2016
Some College (No Degree) -
Louisiana State University And A&M College
Marketing
Baton Rouge Community College
High School Diploma -
Home Schooled