John Roy

Deliver exceptional customer service and technical support, helping users confidently navigate software, technology, and complex processes. Troubleshoot and resolve customer issues efficiently while clearly explaining solutions to users with varying levels of technical experience. Build strong customer relationships through active listening, patience, professionalism, and effective communication across phone, email, chat, support platforms, and multiple tradeshows.

Product Support Specialist/Trainer at SmartMLS (2022-01 – Present)

• Deliver exceptional customer service and technical support, helping users confidently navigate software, technology, and complex processes.
• Troubleshoot and resolve customer issues efficiently while clearly explaining solutions to users with varying levels of technical experience.
• Build strong customer relationships through active listening, patience, professionalism, and effective communication across phone, email, chat, support platforms, and multiple tradeshows.
• Manage multiple priorities with strong attention to detail, document interactions accurately, and follow issues through to resolution.
• Collaborate with cross-functional teams to identify recurring issues, improve processes, and enhance the overall customer experience.
• Quickly learn new software, systems, and procedures and effectively translate technical information into simple, easy to understand directions.
• Lead recurring virtual and in-person client training programs, demonstrating product features and functionality to enhance user adoption and proficiency.

Customer Service Representative at MBI, INC (2021-01 – 2022-12)

• Managed all customer interactions via phone, email, and written correspondence, providing prompt and professional support.
• Processed customer orders and payments accurately and efficiently while providing timely product information and resolving inquiries.

Customer Success Representative at Quadient (2018-01 – 2021-12)

• Engaged existing clients through personalized consultations, remotely accessing systems to assist with setup, configure key features, and provide software demonstrations and guidance to increase adoption and utilization.
• Educated clients on software capabilities and best practices while consistently meeting daily call-volume targets and monthly client onboarding goals.

Account Executive at PCM-G

Account Manager at Transcentive

Account Manager at Really Good Stuff

Account Manager at Western Global

BS in Business Administration / Management – Southern Connecticut State University

Dividend/Bond Seminar – New York School of Finance