Jaehar Johnson

__________________________________________________________________________________ PROFILE Detail-oriented customer service/technical support representative with over 6 years’ experience in telecommunications, retail and customer service. I am able to troubleshoot highly technical issues with ease and patience, I also have excellent customer relations with ability to empathize and understand customer issues, I am people-oriented with great communication skills. SPECIAL SKILLS Customer service expert Analytical and critical thinker Fast learner Proficiency in using Microsoft word, Excel and PowerPoint Excellent File management skills. Excellent interpersonal and communicative skills. Proficiency in using Microsoft word, Excel and PowerPoint Ability to work under pressure Team Player but able to work autonomously with the ability to communicate and delegate tasks efficiently WORK HISTORY Customer Service representative for Paysafe (MRS Unit), 11/15 to 12/15 , Portmore, St. Catherine Tasks Performed: Manage high call volume and ensure satisfaction needs of customers(Merchants). Multitasking with handling merchants statements and contracts and relaying accurate information to them while showing high empathy. Supervisor /Technical Support Team Lead (Subject Matter Expert) at Paysafe (MRS Unit)-12/15 to 08/22, Portmore, St. Catherine Tasks Performed: Identified and solved technical issues with a variety of diagnostic tools such as Verifone VX520, VX680, VX675, PAX Terminals, Ingenico, along w/ FD130, FD150, CLOVER POS and multiple software/hardware. Resolved problems with malfunctioning products. Conduct research to address merchant concerns. Maintained high departmental standards for quality and productivity metrics for the team. Assisting and managing team quality and ensuring work is correctly done. Providing reports to managers on daily performances of agents Responsible for managing team performance and assessing knowledge base. Providing all round support to the Technical Support Team. Customer Support Lead on Aenta- 08/22- 10/22, Conduent for, Portmore, St. Catherine Tasks Performed: Assist agents with requests for information, complaints, making appointments, and resolving issues Collect copays and deductible payments for members and assign roles to different agents on team Maintain and update customer and referral information EDUCATION Institute of Career Choice- 8 B Brookes Avenue, Maypen, Clarendon Cape Law Unit 1- Grade 2 achieved Cape Law Unit 2- Grade 4 achieved Cape Sociology Unit 2- Grade 3 Achieved Cape Caribbean Studies- Grade 1 Achieved (4) C.A.P.E(Caribbean Advanced Proficiency Examinations) subjects:- St. Georges College Sixth Form Program- 144 Winchester Park, North Street Kingston Communication Studies- Grade 1 Achieved CAPE Information Technology Unit 1- grade 3 Achieved CAPE Sociology Unit 1- Grade 3 Achieved CAPE Literature in English Unit 1- Grade 3 Achieved (9) C.X.C (Caribbean Examination Council) Subjects:- St. Georges College - 144 Winchester Park, North Street Kingston Caribbean History- Grade 2 Achieved English A- Grade 1 Achieved English B- Grade 2 Achieved Geography - Grade 2 Achieved Human and Social Biology- Grade 1 Achieved Information Technology- Grade 2 Achieved Mathematics- Grade 3 Achieved Religious Education- Grade 2 Achieved Social Studies- Grade 2 Achieved REFERENCES Available Upon Request.