Jonathon N. Martin
Cavendish Heights
Summary
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and promotes a positive work environment.
Overview
13
13
years of professional experience
Work History
Assistant Manager Customer Care, Technical Support
One Communications
02.2018 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed customer escalations to maintain adequate Net Promoter Scores.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Bridge the gap between Head-End and Network Operations teams to resolve issues and maintain a healthy customer experience
Store Manager
One Communications
05.2015 - 02.2018
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise.
Sales Agent
One Communications
02.2012 - 04.2015
- Assisted customers with selecting merchandise, resulting in higher satisfaction rates and repeat business.
- Supported store promotions by actively informing customers about ongoing deals and special offers.
- Device maintenance and Troubleshooting
Education
Associate Degree - Computer Information Systems
Bermuda College
12.2008
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Workload management
- Conflict resolution
- Strategic thinking
- Coaching and mentoring
Activities
- Bermuda College Student Government Council – Former President (2007-2008)
- Bermuda College Board of Governors - Student representative (2007-2008)
Additional References
Additional references available upon request.
Timeline
Assistant Manager Customer Care, Technical Support
One Communications
02.2018 - Current
Store Manager
One Communications
05.2015 - 02.2018
Sales Agent
One Communications
02.2012 - 04.2015
Associate Degree - Computer Information Systems
Bermuda College
Similar Profiles
Shavana BaileyShavana Bailey
Dispatcher at One CommunicationsDispatcher at One Communications
Joel HenryJoel Henry
Independent Contractor at Cox Communications, DirecTV, Frontier CommunicationsIndependent Contractor at Cox Communications, DirecTV, Frontier Communications
John LittonJohn Litton
Consumer Sales Associate at Verizon Communications/Frontier CommunicationsConsumer Sales Associate at Verizon Communications/Frontier Communications