Jason P. Hamilton
Tucson
Summary
Experienced in Customer Service with over 10 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Digital Service Specialist
Citi
09.2023 - Current
- Developed and delivered comprehensive digital services training programs, improving team performance and expertise.
- Maintained an up-to-date knowledge of industry best practices, sharing insights with team members during regular meetings for continuous improvement efforts within the organization''s overall operations related to Digital Services Specialist role.
- Delivered troubleshooting of reported problems, responding to member inquiries and monitoring security, privacy and compliance for user accounts.
- Provided exceptional customer support for all digital service inquiries, contributing to high customer retention rates.
Supervisor
Convey Health Solutions
09.2021 - 05.2023
- Monitored calls and provided feedback during coaching sessions
- Manage, process, and review timesheets, payroll, and daily attendance of advocates
- Insured implementation of policies, operations, and performance standards were understood and followed by advocates
- Managing a team of 20-30 customer service advocates
- Support daily operations by being available to team members with questions and escalations
- Support production based on business needs and maintained productivity and quality standards as set by the manager
Mentor
Convey Health Solutions
09.2020 - 09.2021
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
Customer service advocate
Convey Health Solutions
08.2019 - 09.2020
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Maintained up-to-date knowledge of product and service changes.
Regional Coordinator
Zarephath
04.2015 - 08.2019
- Scheduling staff vacation time, time off, and work schedule according to their availability
- Operate and supervise day groups
- Attend agency meetings with clients and caretakers
Education
Associate of Science - Engineering
Arizona Western College
Yuma, AZ12.2017
High School Diploma -
Yuma High School
Yuma, AZAssociate of Science - Physics
Arizona Western College
Yuma, AZ12.2017
Skills
- Technical troubleshooting
- Client relations
- Data analysis
- Dispute resolution
- Verbal and written communication
- Call management
- Risk level determination
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Active listening
Certification
- CompTIA A+ Certification
- Axelos ITIL Certification
Timeline
Digital Service Specialist
Citi
09.2023 - Current
Supervisor
Convey Health Solutions
09.2021 - 05.2023
Mentor
Convey Health Solutions
09.2020 - 09.2021
Customer service advocate
Convey Health Solutions
08.2019 - 09.2020
Regional Coordinator
Zarephath
04.2015 - 08.2019
High School Diploma -
Yuma High School
Associate of Science - Physics
Arizona Western College
- CompTIA A+ Certification
- Axelos ITIL Certification
Associate of Science - Engineering
Arizona Western College
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