Jonathan Allison
Buffalo
Summary
6+ years of experience in technical support and customer service. Exceeded customer service expectations, resolving 40+ tickets/day and maintaining a 99% QA score. Awarded Customer Excellence Award and achieved pay raises. In 2 years, consistently met and exceeded monthly KPIs, resulting in increased efficiency and reduced team escalations.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist I
Wellframe
04.2022 - 09.2024
- Identified customer service issues and worked with the appropriate teams to resolve them
- Resolved customer support tickets within eight hours, exceeding the company's service level agreement
- Interacted with health insurance companies to ensure proper and timely communication of patient issues
- Triaged support tickets within Zendesk fairly between myself and other team members
- Interacted with health insurance personnel and members by email and phone daily
- Assisted customers with technical issues, troubleshooting a variety of software and application problems
- Consistently met and exceeded monthly KPIs, maintaining a 99% QA monthly score, resulting in increased efficiency and reduced team escalations
- Awarded Customer Excellence Award of 2023
- Year-End Review (2023): Exceeded Expectations
College Security Guard
Allied Universal
10.2021 - 01.2022
- Saint-Louis: Monitored security cameras and responded to alarms and other security-related issues
- Provided customer service to our clients by carrying out safety and security procedures, site-specific policies and when appropriate, emergency response activities
- Responded to incidents and critical situations in a calm, problem solving manner
- Conducted regular and random patrols around the business and perimeter
- Conducted 500+ security checks, leading to a 15% decrease in unauthorized access to campus facilities, enhancing overall safety and security
Technical Support Engineer
Instructure, Inc
07.2021 - 09.2021
- Worked tickets via Salesforce ticketing system
- Interacted by phone or live chat from admins, faculty, staff, or student end-users
- Answered how to questions while solving support requests
- Fixed end-user issues that are resolvable through the Canvas user interface
- Replicated, troubleshot, and described simple bugs
- Kept thorough, clear, and complete records in the ticketing system of all actions taken
- Escalated tickets not resolvable at the tier 1 level to the tier 2 support team
- Created documentation of support processes
- Was friendly, efficient, dependable and always provided timely updates to users
Technical Support Specialist
Pensacola Christian College
06.2018 - 05.2021
- Documented support interactions for future reference
- Patiently walked individuals through basic troubleshooting tasks
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Explained technical information in clear terms to promote better understanding for non-technical users
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Resolved 40 technical support inquiries per day including phone, email, and chat requests
- Awarded student employee of the week during Summer of 2019 & 2020
- Awarded several pay raises as a student employee
- Resolved 95% of technical issues within 24 hours, reducing downtime and increasing productivity for end users
Education
High School Diploma -
Plantation Baptist Christian School
Plantation, Florida05-2018
Skills
- Ability To Work Under Pressure
- Active Listening
- Adaptability
- Chat Support
- Communication
- Computer Technology
- Critical Thinking
- Dedication
- Dependability
- Friendliness
- Health Insurance
- Manage Emergency Procedures
- Microsoft Excel
- Multitasking
- Problem Solving
- Proven Ability
- Service-Level Agreement
- Software Troubleshooting
- Teamwork
- Ticketing Software
- Troubleshooting
Timeline
Customer Support Specialist I
Wellframe
04.2022 - 09.2024
College Security Guard
Allied Universal
10.2021 - 01.2022
Technical Support Engineer
Instructure, Inc
07.2021 - 09.2021
Technical Support Specialist
Pensacola Christian College
06.2018 - 05.2021
High School Diploma -
Plantation Baptist Christian School
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