Jonathan Fay

Over 10 years of experience supervising employees in customer service and technical support roles. Proficient with Microsoft Office. Experienced with Windows and Mac OS.

Experience using multiple computer systems and monitors simultaneously. Experienced with customer database, workforce management, and accounting software. Strong written and verbal communication skills.

Customer Success Specialist - Wells Fargo

(2018-01 - 2025-12)

• Provided clients with financial advice and assistance managing accounts.
• Mentored newly hired team members in hands-on coaching sessions.
• Led training and group discussion sessions for up to twenty students at a time.
• Collated and summarized data for presentation in group meetings.
• Consistently maintained customer satisfaction and quality assurance scores over 95% while exceeding efficiency targets.

Team Manager - Conduent

(2007-01 - 2018-12)

• Managed a team of 15-20 employees, working closely with each team member to assist them with meeting performance goals as well as developing their own career goals.
• Developed a customer service training program for escalation specialists that led to a sustained 8% increase in customer satisfaction scores.
• Coordinated between client, upper management, and employees to quickly and efficiently adapt to changing situations and consistently exceed performance goals.
• Consistently maintained team customer satisfaction scores over 90% and quality assurance scores over 95%.
• Responded to escalated customer concerns professionally and empathetically, and led a team of escalation specialists.
• Performed quality assurance reviews on each team member weekly.
• Used data from quality assurance reviews and key performance indicators to identify areas

Customer Service Representative - Affiliated Computer Services

(2005-01 - 2007-12)

• Assisted with workforce management, including tracking attendance and managing staffing levels.
• Worked in a fast-paced environment to clear tickets for both technical issues and customer requests.
• Consistently maintained customer satisfaction and quality assurance scores over 95% while exceeding efficiency targets.

Bachelor of Arts - English Literature - Heritage University