Jonathan Edouard
Charlotte,NC
Summary
Dynamic Customer Service Representative with exceptional oral and written communication skills, complemented by strong active listening and analytical problem-solving abilities. Expertise in enhancing customer experiences through service-oriented behaviors, understanding customer needs, and delivering tailored solutions that foster loyalty. Proven track record in efficiently resolving inquiries while maintaining high satisfaction rates, leveraging conflict resolution and collaboration skills to meet evolving demands. Recognized for a proactive approach and reliability in achieving customer and organizational objectives through empathetic service.
Overview
7
7
years of professional experience
1
1
Language
Work History
Security Officer
Allied Universal Security Services
Charlotte, NC
04.2024 - Current
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Reported suspicious activities and persons to law enforcement.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Retention Business Specialist
Charter Communications Spectrum Business
Charlotte, NC
10.2023 - 02.2024
- Excelled as a Residential Retention Representative by capitalizing on opportunities to retain existing customers and promote core products, such as video, data, and phone services.
- Executed a comprehensive retention strategy that effectively balanced customer retention with revenue preservation.
- Demonstrated unwavering commitment to enhancing the customer experience by actively supporting initiatives aimed at simplification and improvement.
- Upheld a standard of excellence in customer interactions, ensuring high levels of satisfaction, professionalism, and courtesy throughout retention transactions.
- Consistently surpassed weekly and monthly retention activity objectives through the adept application of telephone-based customer-saving techniques.
- Responded promptly and efficiently to inbound retention calls, adhering to prescribed call handling metrics, including productive time, schedule adherence, handle time, and after-call work.
- Addressed inquiries pertaining to billing, pricing, product packaging, and service complaints with clarity and expertise.
- Proficiently navigated the billing system to manage retained accounts, process new sales orders, and access relevant tools and functions.
- Demonstrated mastery in articulating the features and benefits of all products and services to existing customers, effectively facilitating retention efforts.
- Maintained a comprehensive understanding of competitors’ pricing, packaging, and offerings, enabling informed discussions on product and service differentiators.
- Accomplished additional tasks as delegated by the supervisor in alignment with organizational objectives.
- Prepared 50 sales contracts in adherence to guidelines.
Sales Associate
Blackstone Sports
Charlotte, NC
06.2022 - 11.2023
- Assisting an average of 20 or more customers daily with exceptional service and product recommendations.
- Driving sales by effectively promoting and selling memberships, merchandise, and range services.
- Actively promoting and facilitating instruction and private party bookings to enhance customer engagement and revenue.
- Ensuring optimal product presentation and customer experience by meticulously stocking shelves and maintaining visual merchandising standards.
- Monitoring inventory levels and restocking supplies to support efficient store operations.
- Upholding cleanliness and organization standards through regular light cleaning duties to create a welcoming shopping environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Sales Associate
Mazda of South Charlotte
Charlotte, NC
02.2023 - 09.2023
- Build a rapport with potential customers to improve the possibility of a sale in the future.
- Maintain a customer database and communicate with them.
- Assist customers with completing the relevant paperwork required for a successful sale to be processed.
- Maintain reporting structures and record sales and inventory on our CRM software.
- Collaborate with team members to reach sales targets.
- Assist with the setup of the showroom and promotional displays.
- Built relationships with customers to encourage repeat business.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Sales Associate
T-Mobile Retail
Charlotte, NC
02.2019 - 05.2022
- Facilitating seamless transitions for customers as they resume their shopping journey, whether online, via Customer Care, or in-store.
- Conducting thorough assessments of individual needs and delivering hands-on demonstrations of the latest technological offerings in the retail environment.
- Engaging in consultative selling practices to tailor solutions that extend beyond basic device and service plans, ensuring alignment with customers' preferences and lifestyles, including recommending unique accessories and cutting-edge IoT devices.
- Providing comprehensive education on T-Mobile solutions to drive sales and effectively close transactions.
- Demonstrating adept troubleshooting skills to identify and resolve customer issues, leveraging strong communication and customer service abilities.
- Addressing billing inquiries and product usage concerns to enhance customer satisfaction.
- Approaching service and sales interactions with poise, integrity, and empathy, fostering positive customer experiences.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Solved customer challenges by offering relevant products and services.
Education
Associate degree - Liberal Arts
LaGuardia Community College
Queens, NY08.2016
HS Diploma - undefined
Tarheel Challenge Academy
Lincolnton, NC12.2013
Skills
Problem-solving
Outbound and inbound calls
Product knowledge
Strong negotiation
Goal oriented
Customer service
Data entry
Customer engagement
Communication expertise
Microsoft teams
Advanced Excel proficiency
Timeline
Security Officer
Allied Universal Security Services
04.2024 - Current
Retention Business Specialist
Charter Communications Spectrum Business
10.2023 - 02.2024
Sales Associate
Mazda of South Charlotte
02.2023 - 09.2023
Sales Associate
Blackstone Sports
06.2022 - 11.2023
Sales Associate
T-Mobile Retail
02.2019 - 05.2022
HS Diploma - undefined
Tarheel Challenge Academy
Associate degree - Liberal Arts
LaGuardia Community College
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