Jason O’Neal

3900 Investor Drive #413— 75239 — Available to Relocate Primary: (682) 220-1299 — Secondary: (972) 225-5511 — The.Silent.One@tx.rr.com

·         Exemplify leadership qualities and professionalism. ·         Extensive background in customer-oriented service operations and business development, including sales, promotions, cost control. ·         Excellent communication skills maintain positive relations with staff and customers in high-volume, fast-paced operations. ·         Proven ability to handle currency and financial transactions accurately, resolve discrepancies promptly. ·         Familiar with Microsoft Word, Microsoft Excel, E-Mail, the specialized systems and Quicken

Key Competencies §         Customer Service /Guest Relations §         Training and Development §         Complaint Handling §         Staff Performance §         Sales Reports & Correspondence §         Microsoft Office Familiarity §         Inventory Management

Southern Bible Institute, Dallas, TX

BA in Arts, GPA: 3.6, May 2010

Mountain View College, Dallas, TX

Perusing Accounting Degree, GPA: 3.3, May 2012

·         Volunteerism: Department of Veteran Affairs: Volunteer Program (1992 to 2007)

Customer Homes Service Representative, 2012 to Present — ADT Security services, Dallas, TX

The primary responsibility of Custom Home Services (CHS) team member is alarm signal processing and all customer service issues for the high-end residential clients via inbound/outbound calls and/or correspondence. CHS team member will provide one-stop resolution with minimal transfers by working closely with ASC, NDC, NSC, and Sales & Service office.  CHS team member is also responsible for providing resolution to all customer feedback received through welcome calls and surveys.

Job Responsibilities and Skills:

·         Inbound/outbound duties, including troubleshooting all tasks that CSG and Outbound do. Multi-task- may handle multiple signals at once.

·         Place a welcome call to all new CHS customers to determine sales/installation experience and conduct data integrity audit.

·         Maintain active login to all billing platforms.  Review and provide basic billing information to customers when required and may take payments as well.

·         Compose and send update letters to customers when needed regarding account data. Respond to internal and external customer letters received through mail/fax/email.

·         Must effectively de-escalate irate callers in order to achieve an equitable resolution. Handle nearly all escalated customer concerns, with minimal management involvement.

·         Maintain individual performance relative to inbound phone answer rates and customer satisfaction.

·         Must work on multiple platforms simultaneously, including but not limited to Mastermind, CARMS, ADMIN, Informix, Multi-Screen, Telemar, etc.

·         Investigate accounts with high alarm activity and attempt to determine cause. If needed, provide internal response to correct or contact customer to resolve.

Dispatcher, 2011 to 2012 — Aaa Texas, Irving, TX

To provides courteous and professional assistance in responding to member requests for Roadside Assistance and other AAA products and services in a high-volume call center environment.

Job Responsibilities and Skills:

·         Accurately enter information, comments and complaints regarding Members’ Roadside Assistance needs, including any special service considerations, in the D/2000 PC application. Forward complaint information to Member Relations for follow-up.

·         Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours.

·         Process credit card and member billing transaction via PC based 'ERS' application and D2000.

·         Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources.

·         Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Make decisions regarding policy exceptions.

·         Listen and probe for additional information as necessary. Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member). Identify situations that require special handling and coordinate with the Trusted Friend Help Desk and the Dispatch unit.

·         Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member’s individual situation

 

Inventory Control Specialist, 2010 to 2011 — Walmart, Dallas, TX

As an overnight stocker I was responsible for helping to get the store prepared every night for the next morning’s and day’s customers.

Job Responsibilities and Skills:

l         Process freight, create new displays on endcaps and fill shelves with merchandise in a stable manner.

l         Zoned the store, which involves bringing stocked items forward so that shelves appear full and neat.

l         Ensured that individual items are in their correct location.

l         Answered questions from overnight customers and follow the company’s “10-Rule,” which requires associates to acknowledge and offer to help customer who are within 10 feet.

 

Assistant Manager, 2009 to 2010 — CEC Entertainemnt, Plano, TX

I was responsible for hiring, training, developing and evaluating cast members; supervised and oversaw daily store operations to ensure profitability through store presentation, guest service, and daily operational cost control.

Job Responsibilities and Skills:

l         Made daily decisions regarding time management (with sense of urgency), staff scheduling and support, upholding company standards, product quality and cleanliness standards.

l         Built sales and maximizes profits by effectively recruiting, training, developing and communicating company and guest expectations to the entire team.

l         Learn, teach, and motivate team to maintain high quality quest service and safety.

l         Exercised excellent judgment in cost control procedures, financial accounting, inventory levels and labor management.

 

Supply Clerk (Vending), 2007 to 2009 — VETERAN CANTEEN SERVICE, Dallas, TX

My primary responsibility is to provide well stocked, clean, and working vending machines on a pre-designated route, as well as maintain customer service and relations.

Job Responsibilities and Skills:

·         Collected and was held accountable for profits.

·         Checked accuracy and stability of the inventory and transports.

·         Stocks machines and assists customers in facility where food is dispensed from coin-operated machines: Places food or drink items on shelves of vending machines and changes shelf labels as required to indicate selections.

·         Invoiced collected monies and secured company assets.

·         Proved the ability to multitask, handle crowds of up to 350 people, resolve customer issues and excel within a demanding, high-volume setting.

·         Performs minor repairs or adjustments on machines to correct jams or similar malfunctions, using handtools.

 

Master Grill Operator, 2004 to 2007 — WAFFLE HOUSE INC., Ennis, TX

I was responsible for ensuring that the companies prep and production procedures were followed on a day-to-day basis; developing and training of new grill operators in proper food handling, sanitation, and safety regulations in accordance with company policies and procedures.

Job Responsibilities and Skills:

·         Supervised line cooks and synchronizes food procurement by directing line cooks and other preparation as needed; notifies supervisor of job not completed by prior shift.

·         Insures that all meals are out within ten minutes and that all orders are completed timely; while maintain the cleanliness and organization of the line.

·         Insured that there were daily sufficient prepped foods to ensure the on-going success of the restaurant; while advising my supervisor of shortages or outages.

·         Sets up station and makes sure all drawers are stocked for the day’s production; completes checklist: to ensure freshness and temperature standard are kept.

 

Teller/Clerk, 2002 to 2003 —bank of america, Irving, TX

My job was to carry out various financial transactions for the customer visiting the bank. As a bank teller, I had to accept cash deposits, disburse the withdrawal amount in cash, process loan payments and many other money related transactions.

Job Responsibilities and Skills:

·         Received the working cash at the beginning of the day from the Head Teller or Branch Manager and counter check it.

·         Check the accuracy of the depot slip before accepting the deposits in the form of cash or checks. Processed the cash withdrawals after verifying the signature and account details. Prepared cashier’s checks, traveler’s checks and personal money orders.

l         Explained the foreign currency regulations and fess before carrying out foreign currency exchanges.

l         Receive and verify the payments of loans, mortgages or any utility bills. Recorded the transactions promptly and in a standardized format. Also issued transactions receipts to the customers. Processed the transactions like term deposits, retirement savings plan contributions, automated teller transactions, night deposits and mail deposits.

l         Answer inquires about the savings account. Attempt to resolve issues in the customers’ account. Explain and promote bank’s products or service like travelers check, saving bond, money orders and cashier’s check to existing customer.

·         Organize the money received in the cash box and coin dispenser as per the denominations. Compute the financial fess, interest or service charges applicable to the customer’s account. At the end of the day of shift, you will have to balance the currency, cash and checks in the cash drawer.

 

2^nd Assistant Manager, 2000 to 2002 — whataburger, Desoto, TX

As a manager, I reported directly to the General Manager and in his absence my responsibilities were to supervise all Team Members on my assigned shift.

Job Responsibilities and Skills:

·         Assisted the General Manager when hiring personnel, orienting and or evaluating Team Members.

·         Trained newly hired members about the aspects of the operation and the implementation of store policies and guidelines.

·         Supervised and assisted in keeping the restaurant premises clean using the company’s standard sanitation program.

·         Ensured that the highest standard for maintaining product quality and excellent customer service is being implemented.

 

Shift Manager, 1996 to 2000 — Mc donalds, Desoto, TX

As a shift manager, I was in charge of running the entire store while on the shift, managing ten to fifteen employees, follow the food safety procedures implementing by the company, doing inventory of all the supplies, evaluating cash drawers and also making bank deposits.

Job Responsibilities and Skills:

·         Trained the crew in customer satisfaction and motivated them to provide great service /food in a clean restaurant.

·         Managed to think on my feet at all times and focused on delegating task to meet the restaurants / customers expectations.

·         Developed and managed employees with focus on peak periods (breakfast, lunch, and dinner).

·         Effectively implement restaurant systems (training, scheduling, ordering, and food cost).

·         Supported the General Manager in achieving profit goals.

 

 

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