JOHN PREJEAN

• Deliver confidence-building phone, email, and chat support. Resolving complex customer issues by gathering detailed context and reproducing problems before coordinating internal teams for fast resolution. • Serve as a calm, clear voice on escalated phone calls, maintaining professionalism and building trust with frustrated customers throughout the full case lifecycle. • Document every case thoroughly in Salesforce, creating a reliable record that supports follow-ups • Identify recurring issues from phone and ticket trends and recommend workflow changes that reduce repeat calls and elevate the customer experience.

• Led a 20-member remote phone-support team handling high-volume customer interactions, setting the standard for tone, professionalism, and resolution quality on every call. • Coached agents live through escalated phone calls, troubleshooting, and de-escalation techniques, consistently protecting quality scores and customer satisfaction. • Reviewed call trends, ticket data, and quality feedback to identify recurring issues and drive operational improvements across the team. • Audited documentation and workflows for accuracy, consistency, and compliance, strengthening the team's reliability during audits. • Kept the team responsive and composed during periods of changing priorities and urgent, high-volume customer demand.

• Guided customers through detailed phone conversations, answering questions and resolving concerns with professionalism and patience. • Documented every customer interaction and escalated complex issues to the appropriate departments without delay. • Used clear, confident phone communication and active listening to walk customers through next steps. • Contributed feedback in team meetings that helped refine scripts, phone communication, and workflows.

• Resolved complex customer issues over the phone that required deeper investigation and close collaboration with internal teams. • Delivered technical support by phone for hardware and software concerns, translating technical detail into plain language for customers. • Analyzed recurring customer problems and shared insights that improved workflows and service quality. • Maintained detailed documentation to support follow-up, issue tracking, and resolution.

• Handled a high volume of customer phone inquiries, transactions, and complaints with consistency and care. • Collaborated with internal teams to resolve complex issues and improve customer outcomes. • Monitored recurring issues and shared feedback that supported meaningful process improvements. • Maintained professionalism and composure on calls while managing high-pressure situations.

• Assisted customers with product questions and concerns in person, building the customer-first foundation later applied to phone-based support. • Resolved complaints with professionalism and patience, keeping the customer experience positive. • Supported customer engagement through clear communication and confident product presentation.