Joni Kanowitz
Brooklyn Park ,MN
Summary
- Offering strong foundation in technology and willingness to learn in fast-paced environment. Brings ability to quickly grasp and apply new technical concepts and skills. Ready to use and develop problem-solving and communication skills in Help Desk Specialist role.
- A well-versed, professional, customer service representative who enjoys assisting customers via navigation, education, or conflict resolution which helps the customer make more well informed choices.
- I am accustomed to exceeding metrics expectations.
- I handle every caller with respect, integrity, and compassion while assisting the customer, and generating repeat business.
- I am technical savvy i.e Salesforce, Zendesk.
Overview
2024
2024
years of professional experience
Work History
Sr Customer Service/Complaint Resolution Analyst
US Bank
02 2025 - 11 2025
- Leveraged strong analytical skills to identify patterns in customer complaints and propose data-driven resolutions.
- Demonstrated expert knowledge of industry regulations, compliance requirements, and internal policies when addressing client concerns or disputes.
- Boosted overall productivity by effectively prioritizing tasks based on urgency, complexity, and potential impact on clients.
- Enhanced customer satisfaction by promptly resolving complex issues and providing effective solutions.
Customer Service Representative/ Claims
Securian Financial
01 2024 - 11 2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Help Desk Support Specialist
Sovos
06 2023 - 12 2024
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
Customer On-Boarding Specialist
Mendota Insurance
01.2023 - 02.2024
- Facilitated onboarding processes for new client's, ensuring smooth transitions into their lifecycle.
- Collaborated with cross-functional teams to streamline training materials and resources for new clients.
- Conducted orientation sessions, providing essential information regarding policies and procedures.
- Assisted in the development of onboarding programs to enhance employee engagement and retention.
- Met with client regarding the review of due diligence, pertaining to classified information
Education
Associate - Infrastructure Business Analytics
University of Minnesota
Minneapolis MN08-2027
High School Diploma/GED - General Studies
Kennedy King College
Chicago Illinois United States06-1986
Skills
- Customer service expert
- Technical issues analysis
- MS Office
- Multitasking Abilities
- Excellent Communication
- Dependable and Responsible
- Written Communication
- Problem-Solving
- Organization and Time Management
- Clerical Support
- Self-Motivated
- Analytical and Critical Thinking
- Flexible and Adaptable
- CRM Software Proficiency
- Attention to Detail
- Active Listening
- Critical Thinking
- Teamwork and Collaboration
- Data Entry
Accomplishments
- Continuously exceeded metrics expectations.
Timeline
Customer On-Boarding Specialist
Mendota Insurance
01.2023 - 02.2024
Sr Customer Service/Complaint Resolution Analyst
US Bank
02 2025 - 11 2025
Customer Service Representative/ Claims
Securian Financial
01 2024 - 11 2024
Help Desk Support Specialist
Sovos
06 2023 - 12 2024
Associate - Infrastructure Business Analytics
University of Minnesota
High School Diploma/GED - General Studies
Kennedy King College