Jonathon Motz
San Antonio,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
Business Customer Service Representative
OKIN Process
07.2022 - 11.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
Customer Service Representative WFH
TaskUs
02.2021 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Team Manager
Nielsen
01.2016 - 03.2018
- This position was responsible for the day to day performance and development of the Research Interviewers in the Call Center
- Team Leaders will be accountable for delivering results in the areas of study/cycle performance, quality, employee engagement and retention.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Evaluated employee performance on [Timeframe] basis and coached and trained [Number] team members, increasing quality of work and employee motivation.
- Developed performance measurement strategies, identifying areas for improvement.
Workforce Management Supervisor
VMC
01.2015 - 01.2016
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Coordinated technical training and personal development classes for staff members.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
VMC Team Manager
VMC Volt
07.2011 - 01.2015
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Established and maintained performance, quality and service standards for professional customer care.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Facilitated meetings to communicate team performance goals and results.
Workforce Management Analyst Coach
Pocket Smart Wireless
02.2008 - 01.2011
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
COSS Podium Support Supervisor
West Corporation
11.2003 - 09.2008
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Monitored employee and customer interactions to assess quality of service.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
Sales Representative
West Corporation
05.2003 - 11.2003
- Managed customer accounts to secure customer satisfaction and repeat business.
- Used customer insights to develop innovative sales strategies to increase sales.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Collector of Delinquent Accounts Specialist
Gc Services
04.2000 - 02.2001
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Evaluated, researched and resolved discrepancies.
- Negotiated to collect balance in full.
Motor Transport Operator
United States Marine Corp
11.1996 - 01.2000
- Job Function/Responsibilities: Operates all wheel vehicles and equipment over varied terrain and roadways for support of combat operations
- Managed entrucking and detrucking of personnel being transported
- Oversees and checks proper loading and unloading of cargo on vehicles and trailers
- Secured cargo against inclement weather, pilferage, and damage
- Operated vehicle component material handling equipment (MHE), as required
- Employs land navigation techniques
- Performs vehicle self-recovery and field expedients to include towing vehicles
- Corrects or reports all vehicle deficiencies; supports mechanics where necessary
- Provided guidance to subordinates in accomplishing their duties
- Organizes and participates in convoys
- Dispatches vehicles; verifies vehicle logbooks
- Receives and fills requests from authorized persons for motor transport
- Compiles time, mileage and load data
- Operates the Heavy Expanded Mobility Tactical Transport (HEMETT), Heavy Equipment Transporter (HET), and Palletized Loading System (PLS) vehicles to include performing self-recovery operations.
Education
High School Diploma -
Copperas Cove High School
Copperas Cove, TX06.1996
Skills
- Data Entry
- Consultative Sales
- Appointment Scheduling
- Information Security
- Account Updating
- Call Management
- Data Collection
- Scheduling
- Documentation
- Problem Resolution
- Microsoft Outlook
- Critical Thinking
- Staff Training
- Customer Service
Certification
Driver's License
Additional Information
Computer Skills: Proficient in Microsoft Office Suites (Word Processing, Excel Spreadsheets, PowerPoint Presentations, Outlook Mail). Proficient In IOS Devices and Mac Operating. Proficient in Apple Software application tools such as IEX, GBI Portal, iDesk, OSX (Yosemite). Can create and maintain documents in Open Office and Impress. Computer familiarization with software, hardware and peripherals. Electronic and File records management. Client Workstation Configuration and Print Management. West Corp. Program Procedural knowledge in CMS, Spectrum, WebOPS, Avaya phone system and Tesla.
Assessments
- Customer service, Proficient, 06/01/22, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 06/01/22, Responding to customer situations with sensitivity
Personal Information
- Military Service Branch: United States Marine Corps
- Military Service Rank: Corp E-4
Timeline
Customer Service Representative
Maximus
11.2022 - Current
Business Customer Service Representative
OKIN Process
07.2022 - 11.2022
Customer Service Representative WFH
TaskUs
02.2021 - 06.2022
Team Manager
Nielsen
01.2016 - 03.2018
Workforce Management Supervisor
VMC
01.2015 - 01.2016
VMC Team Manager
VMC Volt
07.2011 - 01.2015
Workforce Management Analyst Coach
Pocket Smart Wireless
02.2008 - 01.2011
COSS Podium Support Supervisor
West Corporation
11.2003 - 09.2008
Sales Representative
West Corporation
05.2003 - 11.2003
Collector of Delinquent Accounts Specialist
Gc Services
04.2000 - 02.2001
Motor Transport Operator
United States Marine Corp
11.1996 - 01.2000
High School Diploma -
Copperas Cove High School
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