Jonathan Paul Stegman
Puyallup,WA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
17
17
years of professional experience
Work History
Virtual Customer Support Specialist
ACD Direct
10.2023 - Current
- Managed high-volume customer support operations: Handled 100-200 daily inquiries across phone, chat, and SMS, consistently exceeding customer expectations
- Successfully collected donations for various non-profit organizations by effectively communicating value and building rapport with donors
- Provided exceptional customer service: Assisted customers with account maintenance, ensuring accurate and up-to-date information
- Demonstrated strong leadership and problem-solving skills: Guided and de-escalated frustrated callers, effectively resolving customer issues and ensuring high levels of customer satisfaction
Virtual Customer Support Specialist
Accretive Technology Group
06.2020 - 04.2022
- Provided comprehensive customer support to a high volume of inquiries, handling 150-200 daily calls, 200-300 live chats, and 100 emails
- Efficiently resolved billing concerns and technical issues for customers, ensuring a positive customer experience
- Successfully verified KYC for 100 clients nightly, adhering to strict compliance standards
Procurement Specialist
VTC @ Boeing
05.2017 - 10.2019
- Managed purchase orders with 100% accuracy using SAP Purchasing software, ensuring timely delivery and cost-effectiveness
- Collaborated effectively with suppliers to build strong relationships and optimize procurement processes
- Streamlined ordering procedures, resulting in increased efficiency and reduced processing times
Remote Data Research Analyst
Insight Global @ Microsoft
05.2016 - 05.2017
- Researched and prepared high-quality data for AI-driven photo editing algorithms, contributing to improved image quality and user experience
- Conducted in-depth data analysis to inform business decisions and drive product development
- Effectively managed data transfers using OnBase, ensuring data integrity and security
Remote Customer Support Specialist
Sykes (now Foundever)
05.2014 - 06.2016
- Provided expert support for HSA and FSA plan administration, adhering to HIPAA regulations and industry best practices
- Utilized CRM software to effectively address client inquiries, including benefits, billing, and claims, handling 150-200 calls, 200-300 chats, and 100 emails daily
- Demonstrated strong communication and problem-solving skills in a fast-paced, high-pressure customer service environment
Customer Support Specialist
Community Health Plan of Washington
02.2008 - 05.2014
- Effectively communicated complex Medicare and Medicaid benefits and claims information to members and providers, resolving 75-100 inquiries per day
- Demonstrated initiative and technical proficiency by developing a Microsoft Access database to optimize benefit management processes
- Designed and implemented a benefit search widget using Microsoft Access to improve member experience and streamline operations
Education
High School Diploma -
Emerald Rdige
01-2003
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Live chat support
- Ticket management
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- Email communication
- Remote support tools
- Email management
- Customer service
- Online chat support
- Support services
- Call center operations
- Conflict resolution
- Social media support
- [Product or service] support
- Customer service excellence
Timeline
Virtual Customer Support Specialist
ACD Direct
10.2023 - Current
Virtual Customer Support Specialist
Accretive Technology Group
06.2020 - 04.2022
Procurement Specialist
VTC @ Boeing
05.2017 - 10.2019
Remote Data Research Analyst
Insight Global @ Microsoft
05.2016 - 05.2017
Remote Customer Support Specialist
Sykes (now Foundever)
05.2014 - 06.2016
Customer Support Specialist
Community Health Plan of Washington
02.2008 - 05.2014
High School Diploma -
Emerald Rdige
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