Summary
Overview
Work History
Education
Skills
Timeline
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Jonathon Harris

Hahira

Summary

Capable employee with proven history of enhancing business operations. Proficient in best practices, leadership strategies and employee motivation to boost productivity and job performance. Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions. Charismatic Relationship Manager focused on business opportunities by delivering exemplary service through understanding of each client's individual needs. A respectful and respected professional with exceptional knowledge regarding risk management.

Overview

12
12
years of professional experience

Work History

Senior Customer Success Specialist

CDK Global
12.2023 - Current
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Improved response times by streamlining support processes and prioritizing urgent requests.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Led customer workshops and webinars to educate users on product features, updates, and best practices.
  • Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Success Specialist - Heavy Equipment

CDK Global
06.2022 - 12.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Provided primary customer support between Internal teammates and clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Updated account information to maintain customer records.
  • Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
  • Worked with customers and engineering team to determine equipment needs and system requirements.

Post Implementation Specialist

CDK Global
09.2018 - 06.2022
  • Work with dealerships around the country on their CRM setups to ensure proper setups and internal processes.
  • Work with a revolving number of dealerships, maintaining an average of 40 individual accounts at any point in time.
  • Explained complex, technology-related issues in basic, understandable terms to clients.
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Conducted research, gathered information from multiple sources and presented results.

Performance Manager

Fresh Beginnings Inc.
08.2016 - 10.2018
  • Maintained on-going relationships with over 200 dealerships in order to retain monthly billing and sell additional products.
  • Reconciled heated scenarios between accounts and business to maintain billable.
  • Functioned as both adviser to accounts on CRM processes as well as resolved technical issues through utilization of Company Support team and through follow internal processes and guidelines.
  • Monitored key performance indicators and built processes to support partner performance and growth.

Data Specialist

United States Marine Corps
08.2012 - 08.2016
  • Created, Implemented, and maintained data systems in both a field and static location.
  • Added documents to file records and created new records to support filing needs.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Performed research to collect and record network data.
  • Maintained and logged over $5M worth of networking equipment.

Education

High School Diploma - undefined

Valdosta High School
Valdosta, GA
2012

Skills

  • Concept development
  • Rapport building
  • Consultation and advisory
  • Information security
  • Self-motivated
  • Customer relations
  • Skill development
  • Issue resolution
  • Software management
  • Performance assessments
  • Multitasking
  • Verbal and Written communication
  • Strategic thinker
  • Product knowledge
  • Client Relationships

Timeline

Senior Customer Success Specialist

CDK Global
12.2023 - Current

Customer Success Specialist - Heavy Equipment

CDK Global
06.2022 - 12.2023

Post Implementation Specialist

CDK Global
09.2018 - 06.2022

Performance Manager

Fresh Beginnings Inc.
08.2016 - 10.2018

Data Specialist

United States Marine Corps
08.2012 - 08.2016

High School Diploma - undefined

Valdosta High School

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Jonathon Harris