Jason

I built my experience across customer service operations, starting in frontline support and growing into senior support roles supporting a team of 20+ agents where I guided team performance and daily operations. I handled customer interactions across multiple channels, focused on resolving complex technical and billing issues, improving customer satisfaction, and retention. Our team hit high commission numbers of over $1000 per agent MoM, showing strong upselling skills while retaining customers

I worked in analytics, performing real-time analysis of workforce performance and monitoring key metrics (service level, volume to forecast, shrinkage, etc.) to support decision-making. I created and presented reports, identified trends, and recommended solutions that improved efficiency and service delivery. I also implemented process improvements based on data insights. Success including dropping staff turnover from 20+% down to 8% MoM, while dropping shrinkage from 25+% down to the 6-12% ranges.

I worked in Sales for Microsoft engaging in inbound and outbound B2B sales of tailored CRM and ERP products to meet business requirements. I successfully converted sales opportunities and interested prospects into clients, achieving an average conversion rate of approximately 40%, surpassing increasing company sales goals year over year (14% year 1, 23% year 2, 36% year 3)

Average of 40 Leads per week screened

3m+ USD leads qualified over the tenure.

Top Sales Agent (I had a 5 month streak running at one point)

Peer to peer coaching sessions (Team of 13 persons, Session with weaker agents (4 persons), helped increase teams conversion average from around 22% to 30%)

I also supported digital marketing through content creation, social media management, and media work such as videography and drone operation/ production.

Brief Portfolio: https://www.instagram.com/scenes.by.jsunmrtn/

Ad spot sample: https://drive.google.com/file/d/1b5C_M5cK8matAPWjGShLr1ehPg9EDTy_/view

Tools I’ve worked with:

Customer Service: Zendesk, HubSpot, Salesforce (Lightning), Chatra, Superphone

Workforce Management & Analytics: Microsoft Excel (with Visual Basic), Power BI, Genesys, Avaya/CMS, NICE/IEX, Pulse

Project Management: JIRA, Rocketlane, Trello, Asana, Slack

E-Commerce: Shopify, ShipStation

Technical Support: Citrix, Microsoft365, Dynamics365