Jay Ritona

Results-oriented Online Chat Specialist considered an asset in the workplace. A pleasant personality coupled with exemplary communication and customer engagement skills. Ready to take on a new role that requires energy and enthusiasm while driving business success.

Polished professional with mentoring and coaching skills. Dedicated to cultivating great relationships that result in lasting customer contracts. Looking for the chance to be an Online Chat Specialist for an exciting organization.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Online Support Agent at Purple Ocean (2021-03 – Present)

• Answered questions from customers that came in through the company's online chat feature.
• Used various skills to resolve problems in reasonable amount of time.
• Maintained records of data communication transactions, problems and remedial actions or installation activities.
• Oversaw daily performance of computer systems.
• Modified and customized commercial programs for internal needs.
• Supervised and directed workers engaged in installation of data communication equipment and software.
• Inspected equipment and read order sheets to prepare for delivery to users.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Conferred with staff, users and management to establish requirements for new systems or modifications.
• Collected, analyzed and reported on data for use in operational planning.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Office Assistant at Berklee College of Music (2017-05 – 2019-05)

• Answered phone calls and welcomed visitors to office.
• Greeted visitors or callers to handle questions or direct to appropriate staff.
• Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
• Maintained business records by updating customer information.
• Collected payments, issued receipts and updated accounts to reflect new balances.
• Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
• Collected and coded various documents to prepare for filing, storage and processing.
• Monitored calendars and scheduled appointments based on availability and established load limits.
• Proofread and corrected correspondence and reports for error-free documentation.
• Answered telephones, directed calls and took messages.
• Delivered messages and ran errands.
• Reviewed files, records and other documents to obtain information or respond to requests.
• Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
• Developed organizational filing systems for confidential customer records and reports.
• Trained staff members to perform work activities and use computer applications.

Bachelor of Arts – Berklee College of Music (2020-05)

High School Diploma – Los Fresnos HS (2016-06)