Jonathan Thompson
Baton Rouge
Summary
Resourceful Call Center Coordinator with a proven track record of productivity and efficiency in managing tasks. Possess specialized skills in customer service management, conflict resolution, and data analysis to streamline operations and enhance team performance. Excel in communication, problem-solving, and time management, ensuring optimal service delivery and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Coordinator
Louisiana State University
Baton Rouge
2023.10 - Current
- Coordinated daily call center operations and staff schedules to maximize efficiency.
- Resolved escalated customer complaints, achieving timely and effective outcomes.
- Monitored call center performance metrics, tracking average call duration and abandonment rate for quality assessment.
- Trained and supervised new employees to enhance team productivity and service consistency.
- Processed high volumes of calls daily using call management systems and web-based communications.
- Collaborated with other departments to streamline processes and enhance service delivery.
- Ordered office supplies monthly to maintain operational readiness.
- Reviewed incoming mail daily to ensure accurate logging and distribution.
Logistics Coordinator
TEAM SERVICES, LLC
Baton Rouge
2023.01 - 2023.09
- Coordinated with internal teams to optimize shipment logistics across multiple locations.
- Coordinated operations between tankerman and contractors to enhance workflow efficiency.
- Resolved scheduling and travel challenges, ensuring uninterrupted operations.
- Facilitated negotiations with facilities contractors, vendors, and tankerman to streamline project execution.
- Maintained organized records of orders, job vacations, and operational issues.
- Prepared accurate reports meeting upper management expectations.
Host/Cashier/Server
L'auberge Casino Baton Rouge
Baton Rouge
2018.09 - 2023.01
- Handled guest inquiries and reservations following restaurant policies.
- Interacted effectively with diverse customers, enhancing overall guest satisfaction.
- Managed high volume of incoming calls during peak shifts, ensuring timely assistance for guests.
- Utilized professional telephone etiquette to address guest calls, fostering positive communication.
- Ensured accurate delivery of room service orders to guests.
Paralegal Intern
Attorney General Office
Baton Rouge
2017.09 - 2017.11
- Drafted legal documents, including motions and briefs, under attorney supervision.
- Drafted pleadings, petitions, and deposition summaries for attorneys.
- Requested and obtained documents from hospitals, courts, and sheriff offices to facilitate case preparation.
- Collaborated with paralegals on assignments to meet deadlines and streamline workflow.
- Filed and scanned legal documents, enhancing organization for lawyers and paralegals.
Education
Bachelor of Science - Psychology
Louisiana State University
Baton Rouge2017-12
Skills
- Call management
- Customer complaint resolution
- Customer relationship management
- Performance metrics
- Employee training
- Microsoft Office proficiency
Certification
Paralegal, 05/18, Present, Certification to work as a Paralegal in Louisiana area.
Personal Information
Title: Desk Assistant
Additional Information - Work Authorization
Authorized to work in the US for any employer.
Timeline
Call Center Coordinator
Louisiana State University
2023.10 - Current
Logistics Coordinator
TEAM SERVICES, LLC
2023.01 - 2023.09
Host/Cashier/Server
L'auberge Casino Baton Rouge
2018.09 - 2023.01
Paralegal Intern
Attorney General Office
2017.09 - 2017.11
Bachelor of Science - Psychology
Louisiana State University