Jonathan Clarke

Customer Service Representative

Alorica

May 2023 - Mar 2025 (1 year 11 months)

As a Customer Service Representative, I provided top-class support to both business and domestic customers for an online regulated financial institution via email, telephone, and chat. Additionally, I was self-employed, writing and publishing articles on WordPress. I maintained quality standards in Google Drive, ensuring that both Sheets and Documents were updated daily, which contributed to the overall efficiency and organization of our customer service processes. Furthermore, I utilized negotiation skills to effectively communicate regulatory requirements to customers, guiding them through necessary changes in account usage and ensuring compliance with institutional policies.

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Junior Analyst

Tek Experts EOOD

Jan 2023 - Mar 2023 (3 months)

As a Junior Analyst, I was responsible for analyzing customer accounts to identify signs of disallowed activity, including gambling and money laundering. This role required a keen attention to detail and a thorough understanding of compliance regulations. Additionally, I often found myself in situations where I had to communicate with customers about their account activities, which involved a degree of negotiation. While the guidelines for acceptable behavior were clear, there was often a discrepancy between customers' perceptions of what was permissible and our standards. This necessitated effective negotiation skills to clarify these differences and ensure compliance with our policies.

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Customer Success Manager

Tek Experts EOOD

Mar 2022 - Oct 2022 (8 months)

As a Customer Success Manager, I was responsible for the onboarding of new customers, providing consulting on processes, and instructing on best practices for optimizing their investments. I supported multiple accounts and products, ensuring that each customer received tailored assistance. Additionally, part of my role involved utilizing cold emailing techniques to engage customers who were initially unaware of our services, addressing any confusion that arose from this outreach. I also encouraged customers to explore and utilize various features of the portal, including those that required additional investment, to maximize their overall experience and satisfaction with our offerings.

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Area Manager

Mercatus Outsourcing

Feb 2021 - Sep 2021 (8 months)

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Freelance Copywriter / Blogger

Jan 2021 - Current (5 years 3 months)

As a Freelance Copywriter and Blogger, I have crafted engaging content across various platforms, focusing on audience engagement and brand voice. My responsibilities included researching topics, writing articles, and optimizing content for SEO to enhance visibility. Additionally, I utilized Google Workspace to effectively plan and execute my blogging projects, streamlining collaboration and organization throughout the writing process. This approach not only improved my productivity but also ensured timely delivery of high-quality content to my clients.

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Area Manager LS-S Leadership Support / Copywriter

Mercatus

Jun 2020 - Jan 2021 (8 months)

As an Area Manager LS-S Leadership Support / Copywriter, I was responsible for cold calling customers to generate interest in our offers and writing compelling copy for Mercatus. This role required meticulous planning of my daily activities to maximize outreach effectiveness. I utilized CRM systems to manage all systematic work, ensuring that I maintained organized records of customer interactions. Additionally, I scheduled appointments with contacts and diligently followed up to nurture the pipeline and gather any necessary input from each contact, thereby enhancing our business development efforts. Furthermore, I leveraged data reporting to analyze the effectiveness of our campaigns, providing daily and weekly reports to clients, which no

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Expert Marketing OnBoardCRM

NPC –

Oct 2017 - May 2020 (2 years 8 months)

As an Expert Marketing OnBoardCRM, I was responsible for marketing networking equipment and coordinating meetings with the sales team, ensuring alignment between marketing initiatives and sales objectives. My role involved writing engaging blog articles to enhance our online presence and attract potential clients. Additionally, I utilized data reporting to track the performance of our marketing campaigns, providing weekly results to clients and personal reports to our team leads. This analytical approach not only supported our sales efforts but also fostered a culture of transparency and accountability within the team. My strong skills in client relationship management (CRM) and project management allowed me to effectively manage multiple t

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Technical Support Agent / Customer Support Agent

60K Call Centers 264 Botevgradsko Shosse Bulevard,

May 2016 - Sep 2017 (1 year 5 months)

As a Technical Support Agent / Customer Support Agent, I was responsible for troubleshooting customer issues through telephone, email, and chat, ensuring a high level of customer satisfaction. My role required not only technical problem-solving skills but also involved administrative assistance, as I continuously updated customer records and documentation to maintain accurate information and streamline support processes. This dual focus on customer support and administrative tasks allowed me to enhance the overall efficiency of the support team while providing exceptional service to our clients. Additionally, I utilized Google Drive for exchanging all documents with management, including timesheets and quality checks, which further improved

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Outbound Advisor

NTT Fundraising,

Oct 2015 - Mar 2016 (6 months)

As an Outbound Advisor, I was responsible for warm-calling past charity subscribers to encourage them to resubscribe, effectively fostering customer engagement and enhancing overall satisfaction. My role involved utilizing strong customer service and communication skills to build rapport and address any concerns, ensuring a positive experience for each caller. Additionally, I leveraged my problem-solving abilities to handle objections and negotiate terms that would appeal to potential subscribers. While the title may suggest a purely outbound focus, my responsibilities also encompassed marketing operations, as I actively promoted our charities during calls. Furthermore, I contributed to CRM optimization in sales by updating and refining our

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English Conversational / Language Tutor

Jul 2011 - Current (14 years 9 months)

As an English Conversational / Language Tutor at six different language schools, I taught adults and children of all levels, adapting my teaching methods to meet diverse learning needs. My responsibilities included not only delivering engaging lessons but also managing student records for each group. This required administrative assistance to ensure that all records were accurately maintained and updated, facilitating effective tracking of student progress and enhancing the overall learning experience. Additionally, I recognized that each course I conducted was effectively a project, necessitating management from start to finish, which further honed my organizational skills and ability to oversee multiple tasks simultaneously. Furthermore,

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Business Development Representative

OnBoard CRM

Jan 2010 - Aug 2011 (1 year 8 months)

As a Business Development Representative, I was responsible for driving sales growth through effective lead generation and qualification strategies. My role involved utilizing CRM tools to manage client relationships and optimize sales pipelines, ensuring a seamless experience from prospecting to lead conversion. I employed strong problem-solving skills to address client needs and enhance customer engagement, while my ability to multitask allowed me to manage various outreach efforts simultaneously. Additionally, I leveraged my computer literacy to analyze data and generate reports that informed our sales strategies. Although marketing operations were not my primary focus, I recognized their importance in supporting our sales initiatives, a

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Bookkeeper

Jul 2003 - Feb 2025 (21 years 8 months)

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Assistant Manager rising to Manager

Lower Hopworthy

Jan 1995 - Jun 2003 (8 years 6 months)

As an Assistant Manager rising to Manager, I initially assisted in the operations of a residential home, gradually taking on full management responsibilities. This role involved overseeing daily activities, ensuring the well-being of residents, and maintaining a supportive environment. Additionally, I was responsible for data reporting, where I provided daily updates on client interactions and analyzed outcomes to determine the effectiveness of our approaches. Although the data was often subjective and not easily quantifiable, it required a strong analytical mindset to identify both short and long-term goals for our residents' care and development. Furthermore, I managed the bookkeeping for the firm, which, while not the primary focus of my

Jonathan Clarke

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