Joseph J. Knott Jr.
568 Green Springs Place
West Palm Beach,
FL., 33409
551-900-4967
punisher0g3s@gmail.com
Objective:
Looking for a new career that will build upon my years of sales, customer service, and technical support experience that will offer new opportunities for growth.
Experience:
12.2011 – Current | Statewide Life & Health | Boca Raton, FL.
Title: Insurance Agent Fronter
Telephone: 855-853-0419
I currently work as an insurance agent fronter. A fronter is the person who gets a customer on the phone via a direct dialer program. I am to inform the customer about health coverage that is available in their monthly budget and go over plan benefits. Once I have a sale, I then transfer the lead over to a licensed insurance agent who closes the sale. I will be testing soon to get my Florida insurance producer license for Accident, Life, Heath, & Annuities. This position has a base salary plus commission.
01.2008 – Present | C3i, Inc. | Wilkes-Barre, PA
Title: Level II Technical Support Analyst
As a Level II Help Desk Technician, I am the subject matter expert for all applications, hardware, and processes whether client supported or not. Also assist the Technical Account Supervisor, Help Desk Manager, and Client Manager in the daily monitoring of support issues reported by the field. Responsible for mentoring newly hired technicians and contributing current technical information and best practices concerning proprietary applications to a shared Reference Library. I handle outbound shipping and inbound receiving process for all hardware, including repairs to company assets and frustrated freight corrections. With administrator access, I am involved in the set up of all new hires, terminations, and transfers starting with their profiles and ending with new hire order creation. I was promoted to this position after only 7 months, when normally they require an agent to be with the company for at least 12 months before being considered for such a move. My training for this new position was highly accelerated, having completed in only two days what normally requires two weeks of training. Just two months after being promoted, my performance was evaluated by my supervisor and I was recognized as meeting and exceeding all company standards. Additionally, I volunteer for many overtime hours to compensate for high call volumes, absent co-workers, and special projects.
02.2004 – 08.2007 | RCN Corp. | Wilkes-Barre, PA
Title: Customer Service / Technical Support Representative
My experience from RCN includes taking incoming technical support calls, dealing with internet connectivity/internet products/local area networking, cable television issues, telephone issues features and sales of all three lines of business. Also, helped customers who wanted to add, remove, or get support for all services. It was expected to up-sell products to customers on each call. I was been named a Top Performer for 3 years in a row. This honor goes to representatives who consistently up-sell, and service the calls in a speedy manor all while complying with and exceeding all quality assurance internal monitoring. I was also named Top Seller for 2 years straight. Another accomplishment was the ability to train new hires for the company and I was utilized for input revolving around internal company procedures. In addition, I was often asked by multiple supervisors to assist in taking escalated calls whenever they needed help. From this position I was laid off due to lack of work.
08.1998 - 01.2004 | RMH Teleservices | Wilkes-Barre, PA
Title: Supervisor / Licensed Insurance Agent (Life, Accident & Health / P. & C.)
Upon starting with the company I was responsible for selling multiple types of insurance to customers over the phone by making cold out-bound sales calls. After 3 months of breaking multiple sales records I was offered the chance to get training to become an insurance agent. I passed my exam and after 6 months I was validating insurance sales to make them contractually binding and legal. From there I switched from selling to validation of insurance policies for the next 4 years while being recognized every month for selling the most insurance policies. Upon my final year I was made supervisor to watch over 45 in house insurance agents and 80 external agents all over the United States. I was to keep track of monitoring agents for Quality Assurance and making sure the site met contractual goals each day. From this position I was laid off due to the company shutting down all office branches in Pennsylvania.
Education:
08.1991 - 06.1992 Wayne Highlands High School Honesdale, PA
Major: Academic Degree: Diploma Granted
Closing:
I believe I am more than qualified for this position due to my many years of experience in related fields. As you can see, most of my career has been spent on the phone in sales, customer service, technical support, quality assurance, and management. I am highly proficient in a vast amount of Windows and Mac operating systems, programs, hardware, and software. In all of my past positions, I have been recognized in various areas of excellence, as well as being commended on my adaptability and willingness to take on extra duties. My dedication to and knowledge of the help desk in all aspects makes me an excellent choice for the position. I strive to go above and beyond all aspects of my day to day activities to ensure we work as a team keeping in constant communication together.