JONATHON KOTEL

• Delivered exceptional customer experiences by building rapport, analyzing needs, and providing tailored product and service solutions.
• Provided real-time support and troubleshooting during live sales and service interactions to ensure smooth customer experiences.
• Participated in outbound and chat pilot projects, successfully engaging new and existing customers to promote special offers and improve engagement.
• Collaborated with leadership to identify workflow improvements and document processes for operational efficiency.
• Managed a high volume of inbound communications while maintaining accuracy, professionalism, and compliance.
• Utilized CRM systems and multiple digital platforms to process transactions and track customer interactions.
• Recognized for composure under pressure, adaptability, and consistent achievement of sales targets and quality metrics.

• Acted as liaison between IT, business units, and external vendors to deliver large-scale infrastructure and technology projects.
• Supported launches of major initiatives including Sonnet Insurance and Petline Insurance, coordinating setup across multiple departments.
• Monitored operational processes, maintained schedules, and optimized workflows for efficiency.
• Delivered solutions on time through organization, prioritization, and clear communication across teams.
• Provided dedicated white-glove executive support and training for C-level staff and Board Members.

• Delivered high-level technical and operational support for executives and business teams.
• Maintained unified communications systems, ensuring reliability and uptime during live meetings.
• Supported remote collaboration through phone, email, and chat while exceeding performance targets.
• Authored documentation and process guides to improve user experience and team knowledge transfer.