Jonathan A Glean

P

assistant Manager

Prodapt Panamá

Aug 2021 - Current (5 years 1 month)

Performing an role responsible for performance of the account/client KPI's, development of supervisor and SME. Client meeting and presentations (daily/weekly/monthly) Payroll management (keep track of incidents ISP or power outage, Etc) Hiring process (review of candidates, interview, onboarding process)

N

Tech support (Supervisor) specialist

NTT Data (former Dell Tech Support)

Feb 2017 - Aug 2021 (4 years 7 months)

In charge of a team of ~25 resources covering day to day concern also development and coaching Perform the role of a Workflow helping with distribution of tickets (Chat, Email, Phone call) Participate in the boot camp to prepare a set of candidates for future growth within the NTT service desk, Main role is assistance on the phone with general issue, hardware, software, Outlook, Airwatch, RSA, Active Directory (changes, creation, removes), Boxer app

S

Order Fulfilment Order Specialist

Sitel – Chanis –

Mar 2015 - Jan 2016 (11 months)

Project Processing of orders through Hops (Home Depot Order Processing Verification of orders place on Hops Change to orders place in Hops (date, address, phone, Etc, etc.) Cancelation of orders Run B/O (back orders) report (Inform cust about delay on the orders ) Inbound and Outbound calls as customer service specialist Run and wrong transfer report and before payment report Floor support (when needed it)

C

Tech support and cust serv specialist

C&S Solutions America

Jan 2014 - Feb 2015 (1 year 2 months)

Inbound and Outbound call as customer service specialist Customer serv specialist in HA (Home appliances dept) Customer serv specialist in HE (Home Entertainment dept) Customer serv specialist in MC (Mobile Communication dept) assistant (guidance to a team of 15 – 20 agents) Floor support (when needed it)

Analyst

GE

Jan 2009 - May 2009 (5 months)

Outbound call as cust serv specialist Outbound calls as collection specialist Track all payment plan and regular payments that were taken Find and rectify error made on payment Coach to sups and agents on the errors made Monthly team meetings with Manager and Sups. Monthly meetings with agents

I

collection specialist

IB

Jan 2008 - Nov 2008 (11 months)

C

cust

CREDIT ONE

Jan 2008 - Dec 2008 (1 year)

OB/IB calls as serv specialist OB/IB calls Debt collector on default account over 30+ days due

c

cust serv specialist

Aug 2007 - Dec 2007 (5 months)

IB Debt collector on default account over 30+ days due

N

Chase, GE, ARM, Credit One, Sprint Chase (floor supervisor

NARS (National Asset Recovery Service)

Aug 2007 - Dec 2014 (7 years 5 months)

Guidance and development of agents for they personal growth Responsible of a production team with 15 - 20 agents Responsible of Tracking timecard and punches for payroll Track and analyze Production KPI's and drive for better results Responsible of escalation and unresolved issue Weekly/monthly QA evaluation conference calls with client/agent Weekly/monthly Csat evaluation conference with client/agent Daily/weekly coaching sessions (agent) to seek areas of improvements Fulfil all daily/weekly/monthly expectation for the growth of the company Responsible of project interview ( new hires) Drive to maintain a happy and comfortable environment (contests, games etc.) Perform managers task in a timely manner (report, attendance, bonus structure,

S

SPRINT

Jan 2007 - Dec 2007 (1 year)

cust

ARM

Jan 2007 - Dec 2007 (1 year)

OB/IB calls as serv OB/IB calls as collection specialist. Debt collector on default account over 240+ days due

About

Detail

Timeline

Résumé