Jonathan Mclenden
Houston,TX
Summary
Customer service professional with over 5 years of experience in outbound/inbound call centers, technical support, sales, and customer care. Skilled in conflict resolution, using major customer service software, and delivering exceptional customer experiences. Maintains a high level of professionalism, patience, and efficiency while addressing customer needs. Authorized to work in the U.S. for any employer.
Overview
8
8
years of professional experience
Work History
Financial Customer Service Representative
Ascensus College Savings
05.2023 - 09.2024
- Assisted 60+ customers on the daily basis with college savings account inquiries, transactions, and issue resolution
- Processed high-volume calls related to account maintenance, contributions, and distributions
- Ensured compliance with regulatory standards while safeguarding customer data
- Resolved complex issues and escalated cases to the appropriate teams as needed
Customer Service Representative
Zoro Tools
11.2021 - 03.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved approximately 150+ customer complaints with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Specs
10.2019 - 11.2021
- Assisted over 250 customers with purchases, locating items, and joining reward programs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
IT Customer Service Technician
IT TechPros
02.2017 - 09.2019
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Delivered prompt service to prioritize customer needs while managing approximately 80 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Houston, TX09.2026
Associate of Science - Business Administration and Management
University of Houston
Houston, TX08.2013
Associate of Science - Business Administration
Mississippi State University
Starkville, MS08.2011
Skills
- Customer Service & Support
- Technical Support
- Conflict Resolution
- Help Desk Operations
- Network Maintenance
- System Maintenance
- Inventory Control
- Theft Prevention
- Safety Protocols
- Security Protocols
- Written Communication
- Verbal Communication
- Incident Reporting
- Monitoring
- Computer Skills
Timeline
Financial Customer Service Representative
Ascensus College Savings
05.2023 - 09.2024
Customer Service Representative
Zoro Tools
11.2021 - 03.2023
Customer Service Representative
Specs
10.2019 - 11.2021
IT Customer Service Technician
IT TechPros
02.2017 - 09.2019
Bachelor of Science - Information Technology
Southern New Hampshire University
Associate of Science - Business Administration and Management
University of Houston
Associate of Science - Business Administration
Mississippi State University
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