Jonathan Wilhelmsen
Sahuarita
Summary
Results-oriented Customer Service Professional specializing in resolving high-stakes customer interactions. Expertise in mentoring and guiding teams, coupled with a focus on effective communication and collaborative problem-solving.
Overview
17
17
years of professional experience
Work History
Customer Service Escalation Specialist
Citibank, NA
Tucson, AZ
10.2012 - Current
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Coordinated with cross-functional teams to escalate critical service concerns and implement solutions.
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Mentored junior team members on handling high-stakes customer interactions with professionalism, along with proper de-escalation techniques.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
Service and Support Specialist
Intuit
Tucson, AZ
08.2011 - 09.2012
- Engaged with clients as part of technical support and installations department to assist with set up of financial services hardware and software
- Contacted clients to establish account and ensure successful installation of all hardware and software. Assisted with general account questions and hardware replacements
- Collaborated with cross-functional teams to troubleshoot software challenges and streamline solutions.
- Provided technical support to clients, resolving issues efficiently and enhancing user experience.
Service and Support Specialist
Convergys
Tucson, AZ
05.2009 - 08.2011
- Assisted customers with technical support across various business segments for a leading internet service provider.
- Handled inbound calls to address hardware, software, and service issues while ensuring customer satisfaction.
- Identified opportunities to promote additional products and services to fulfill customer needs.
- Provided support on the floor to resolve escalated issues, assist agents, and answer inquiries from junior staff.
Education
High School Diploma -
Mountain View High School
Tucson, Az05-2005
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Email etiquette
- Customer empathy
- Teamwork and collaboration
- Cross-functional coordination
Timeline
Customer Service Escalation Specialist
Citibank, NA
10.2012 - Current
Service and Support Specialist
Intuit
08.2011 - 09.2012
Service and Support Specialist
Convergys
05.2009 - 08.2011
High School Diploma -
Mountain View High School