Julian Eason
Hermitage,TN
Summary
Specialist with proven success in curriculum design and employee onboarding, enhancing training effectiveness and engagement through innovative programs. Expertise in frontline support and technical troubleshooting, driving performance improvements and achieving organizational goals. Strong communication skills facilitate collaboration and knowledge sharing across teams. Demonstrated ability to adapt to various roles and responsibilities, ensuring operational efficiency.
Overview
9
9
years of professional experience
Work History
Tier 3 Customer Service Representative
QTC Management Inc. - A Leidos Co.
Nashville, TN
03.2023 - Current
- Delivered exceptional customer service by identifying needs and swiftly resolving issues.
- Managed prioritization of customer inquiries, including demographic verification and appointment scheduling.
- Conducted thorough research to provide relevant information to stakeholders.
- Promoted system enhancements to improve customer service performance metrics and experiences.
- Achieved rapid transition to lead role within five months, showcasing strong leadership capabilities.
- Guided team operations in lead position, maintaining consistent performance standards.
- Facilitated first virtual training for department, enhancing accessibility and engagement.
- Supported cross-functional project over 11 months, and created a widely adopted knowledge resource.
Rental Specialist
Hertz - BNA
Nashville, Tennessee
10.2022 - 03.2023
- Assisted customers in vehicle selection while providing comprehensive product information.
- Managed rental agreements, ensuring strict adherence to company policies.
- Processed rental transactions efficiently utilizing company software systems.
- Trained new staff on rental procedures and customer service protocols.
- Promoted special offers to increase customer satisfaction and retention rates.
- Maintained accurate records of rentals, including contracts, invoices, and payment histories.
- Reviewed lease documents for accuracy before obtaining signatures from involved parties.
- Handled exchange requests effectively in the computer system.
Chauffeur
Nashville Chauffeur Inc
Nashville, Tennessee
02.2022 - 10.2022
- Ensured cleanliness and organization of vehicle interiors and exteriors to uphold professional standards.
- Delivered safe, timely transportation for clients across Nashville region.
- Collaborated with dispatch to optimize schedules for improved service delivery.
- Strictly followed company policies on punctuality, appearance, and driving regulations.
- Identified alternate routes to circumvent traffic congestion and road closures due to construction.
- Executed independent vehicle drop-off and pick-up with minimal supervision.
- Transported passengers using shuttle buses, limousines, and company vehicles efficiently.
Learning & Development Specialist | Trainer
Asurion
Nashville, TN
09.2018 - 01.2022
- Conducted comprehensive training needs assessments via surveys, interviews, and collaboration with stakeholders.
- Developed engaging onboarding and skills programs tailored to job-specific requirements for employees and customers.
- Initiated unique training programs, enhancing individual worker skills and performance.
- Collaborated in new hire selection, ensuring alignment with organizational objectives.
- Presented dynamic training using diverse formats to maximize participant engagement.
- Maintained meticulous records of training activities, attendance, and retraining needs.
- Assessed training materials by fellow instructors, fostering a quality-driven environment.
- Evaluated program effectiveness through assessments and feedback for continuous improvement.
Universal Care Specialist
Asurion
Nashville, TN
07.2016 - 09.2018
- Highest point of escalations responsible for resolving extremely high customer escalations regarding claims (prior to completion and after, post-denial, etc.), terms and conditions, or policy.
- Point of contact for processes, billing systems, offline process work such as reimbursements, and other back-end research tools.
- Worked follow ups such as voicemails and emails. This being self-managed between calls and assigned by leadership or follow-ups based on expectations previously set.
- Volunteered for additional work aside from the general responsibilities for my role to broaden my ability. This would include requests my teammates made to expedite a request to avoid greater escalations or needs from leadership also for the satisfaction of a caller.
- Processed refunds due to back orders, consistent replacements issued in bad quality, or due to dissatisfaction with new/remanufactured rule.
- When necessary, worked directly with specific carriers, ensuring the correct information is given, and possible resolutions found.
Education
High School Diploma -
Mount Juliet High School
Mount Juliet, TN08.2013
Skills
- Communication skills
- Presentation expertise
- Typing proficiency (80 WPM)
- Office Suite and Mac OS proficiency
- Technical troubleshooting
- Property and casualty licensing
- Peer advising certification
- Self-growth initiatives
- Meeting facilitation
- Learning technology integration
- Data analysis
- Curriculum development
- Employee onboarding
- Program management
- Technical support services
- Human resources management
- Interviewing techniques
Timeline
Tier 3 Customer Service Representative
QTC Management Inc. - A Leidos Co.
03.2023 - Current
Rental Specialist
Hertz - BNA
10.2022 - 03.2023
Chauffeur
Nashville Chauffeur Inc
02.2022 - 10.2022
Learning & Development Specialist | Trainer
Asurion
09.2018 - 01.2022
Universal Care Specialist
Asurion
07.2016 - 09.2018
High School Diploma -
Mount Juliet High School