Summary
Overview
Work History
Education
Skills
Timeline
Generic

Johnathan Hovinga

Belleville,ON

Summary

Conscientious, hardworking and excels at multitasking in fast-paced environments. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Demonstrated skills include adaptability, negotiation and strong communication abilities. Dependable professional with track record of success in field, attention to detail and proactive mindset. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.

Overview

9
9
years of professional experience

Work History

BILL Customer Experience and Accounting Software Synchronization Specialist

Concentrix
Belleville
12.2023 - Current
  • Managing and optimizing financial software synchronization for small and medium-sized businesses, ensuring seamless integration and accurate tracking of payments, billing, and invoicing.
  • Developed and led a new international payments team, enhancing global transaction capabilities and supporting international client needs.
  • Managed the implementation of optimized dropped chat processes, leading to better response times and improved client satisfaction ratings by means of organized communication channels and bolstered monitoring protocols.
  • Trained and mentored new associates, equipping them with the skills to deliver exceptional customer service and support, thereby contributing to overall team effectiveness and productivity.
  • Personalized customer interactions, creating customized experiences to address specific business needs, and enhance user engagement with financial software.
  • Led special projects focused on improving customer success and retention, including process enhancements to locate innovative solutions to address evolving client requirements.
  • Developed and presented proposals for enhancing efficiency, reducing costs, and increasing profits.

Lowe's Canada Executive Escalations Supervisor

Concentrix
Belleville
02.2019 - 12.2023
  • Through a period marked by significant transformations within Lowe's, actively contributed to seamless transitions during system rollouts, the integration of Rona, and the shift to remote work
  • Continuously adapted to new processes, ensuring sustained service excellence, and providing mentorship to colleagues.
  • Guided multiple new agent classes through transitional phases, showcasing adaptability and leadership.
  • Promoted to Supervisor, assuming responsibility for assisting agents in resolving complex customer issues and handling escalated calls at critical junctures.
  • Elevated to the role of Executive Escalations Supervisor, collaborating directly with the Office of the President.
  • Engaged in resolving escalations at the corporate level, devising solutions for customers who had exhausted standard support channels.
  • Instrumental in collaborating with diverse departments and specialists, along with claims adjusters and legal consultants fostering innovative solutions in a challenging market landscape.
  • Independently worked with clients, vendors, supply chain and delivery teams, regional managers, and store management to design and negotiate resolutions in extremely escalated situations.
  • Negotiated unique solutions, customized to specialized issues, regularly crafting legal documents.
  • This experience provided the opportunity to engage with high-level clients and managers, building collaborative relationships to resolve complex issues and deliver unparalleled customer service.

Apple Technical Support Mentor

Concentrix
Belleville
01.2018 - 02.2019
  • Demonstrated a commitment to providing exceptional technical support to a global customer base within a CSAT-driven industry.
  • Successfully met and exceeded target goals while also taking on additional responsibilities
  • Developed a comprehensive mentoring program to support new employees in their transition into the company.
  • Designed comprehensive training modules for new recruits and refresher courses for existing agents.
  • Implemented these modules across the entire production and team lead staff, conducting training sessions for groups of 10-15 agents.
  • Ensured that all team members possessed the necessary tools and information to deliver unparalleled service, aligning with the high-quality standards demanded by the contract.
  • This experience was pivotal in not only maintaining high customer satisfaction, but also in fostering a team capable of delivering top-tier service in a dynamic and demanding industry.

Direct TV Sales and Acquisitions

Concentrix
Belleville
07.2016 - 01.2018
  • Performed a dual role encompassing both sales and customer retention, achieving excellence and surpassing sales targets, while maintaining a stellar record of customer retention.
  • Consistently exceeded sales quotas, showcasing a knack for identifying and addressing customer needs effectively.
  • Demonstrated exceptional retention abilities, keeping existing customers satisfied with tailored service packages that precisely met their preferences and demands.
  • Assumed the responsibility of guiding new agents in transitioning to their roles on the floor.
  • Provided personalized coaching, conducted quality reviews, devised action plans, and followed up to ensure new agents were well-prepared for success in their positions.
  • In this multifaceted role, not only did I excel in sales and retention, but I also played a pivotal role in shaping the success of new agents through comprehensive training and coaching.

Rogers Sales

Concentrix
Belleville
06.2015 - 07.2016
  • Developed and refined customer service skills, specializing in providing comprehensive billing support and tailoring cell phone, wireless, and cable packages to suit diverse household needs.
  • Established a track record as a top sales performer, consistently meeting and surpassing sales targets by offering tailored solutions to customers.
  • Provided production floor support to fellow agents as a subject matter expert, offering guidance and expertise to enhance overall team performance.
  • This role not only honed my customer service skills but also allowed me to excel in sales performance while providing crucial support to the production floor, contributing to a high-functioning and successful team environment.

Education

RIBO Level 1 -

RIBO Level 1 Exam
09-2024

OSSD -

Centennial Secondary School
Belleville ON
06.2008

Skills

  • Excellent computer skills
  • Communication skills, both written and verbal
  • Collaboration and teamwork
  • Leadership and empowerment training
  • Conflict resolution
  • Project management
  • Budgeting
  • CRM Software
  • Proficient with Microsoft Office
  • High level Customer Service
  • CRM Testing and Development
  • Root Cause Analysis
  • Quality Assurance

Timeline

BILL Customer Experience and Accounting Software Synchronization Specialist

Concentrix
12.2023 - Current

Lowe's Canada Executive Escalations Supervisor

Concentrix
02.2019 - 12.2023

Apple Technical Support Mentor

Concentrix
01.2018 - 02.2019

Direct TV Sales and Acquisitions

Concentrix
07.2016 - 01.2018

Rogers Sales

Concentrix
06.2015 - 07.2016

RIBO Level 1 -

RIBO Level 1 Exam

OSSD -

Centennial Secondary School

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Johnathan Hovinga