Bryan Jay

Customer Support Expert

Asurion

Feb 2024 - Jun 2025

At Asurion, a leading provider of technology protection services, I excelled as a Customer Support Expert, where I effectively resolved complex customer inquiries through various communication channels, anticipating needs and delivering tailored solutions. My responsibilities included managing a high volume of calls, providing product knowledge, and facilitating seamless issue resolution, ensuring an exceptional customer experience. I consistently achieved a 95% customer satisfaction rating through diligent follow-up and proactive communication. Additionally, I spearheaded a training initiative for new hires, which decreased onboarding time by 20% while increasing overall team performance. Collaborating with cross-functional teams allowed me to contribute valuable insights that boosted product offerings, leading to a 15% increase in upsell opportunities. My dedication to customer care and continuous improvement fostered a supportive environment that promoted customer loyalty and satisfaction.

Executive Virtual Assistant

Ingrid Blakey

Jun 2023 - Dec 2023

As the Executive Virtual Assistant to Ingrid Blakey, I serve as a strategic partner managing her high-level operations and ensuring seamless productivity across her professional ecosystem. I orchestrated complex scheduling and travel logistics while acting as a primary liaison for client communications, directly facilitating the growth of her brand. By implementing a customized project management system, I streamlined task delegation and increased team productivity by 30%, while my preparation of financial reports and executive presentations was instrumental in Ingrid securing two high-value contracts worth over $500,000. Beyond administrative support, I reduced operational overhead by 15% through optimized resource allocation and boosted Ingrid’s digital engagement by 40% through targeted social media strategies. My proactive management of cross-departmental collaboration ensured the successful, on-time rollout of critical services, allowing Ingrid to focus exclusively on high-impact strategic business solutions.

General Virtual Assistant

LSEG

Nov 2022 - May 2023

As a General Virtual Assistant at LSEG, a leading global financial markets infrastructure provider, I managed a diverse range of administrative tasks to support executives and ensure seamless operations. I coordinated complex schedules, optimized workflow processes, and maintained meticulous records, which enhanced team productivity by 30%. My role included conducting comprehensive research to prepare insightful reports, assisting with client communications, and developing digital marketing materials that improved online engagement by 25%. I spearheaded an initiative to streamline document management systems, reducing retrieval times by 40%, and I played a vital role in organizing virtual events that fostered collaboration across departments. My ability to adapt to evolving priorities and provide high-quality support contributed significantly to the overall success and efficiency of the team at LSEG.

General Virtual Assistant

CHPTR

Jun 2022 - Oct 2022

As a General Virtual Assistant at CHPTR, a forward-thinking digital solutions company, I efficiently managed administrative tasks to support the operational teams in enhancing productivity. I coordinated schedules, organized meetings, and handled customer inquiries, ensuring seamless communication across departments. By implementing an automated filing system, I improved accessibility to documents, resulting in a 30% reduction in retrieval time. I assisted in project management by tracking deadlines, creating project timelines, and facilitating team coordination, which helped deliver key projects two weeks ahead of schedule. Moreover, I developed detailed reports analyzing team performance metrics, presenting actionable insights that contributed to strategic decision-making. Through these initiatives, I played a crucial role in streamlining processes and enhancing overall operational efficiency at CHPTR, fostering a positive and productive work environment.

Payroll Practitioner

IBM

Jan 2015 - Feb 2022

As a Payroll Practitioner at IBM, a global leader in technology solutions, I expertly managed end-to-end payroll processing for over 5,000 employees, ensuring compliance with federal and state regulations. I consistently analyzed payroll reports for accuracy, corrected discrepancies, and implemented process improvements that reduced payroll processing time by 20%. I collaborated closely with the HR team to streamline onboarding processes, enhancing the employee experience and ensuring timely salary disbursements. Additionally, I took the lead on a key project to integrate a new payroll software system, which resulted in a 30% decrease in errors and an increase in overall efficiency. My attention to detail and proactive communication with departmental leaders fostered strong relationships and improved cross-functional collaboration. I also conducted payroll audits and provided training sessions for staff, contributing to a 15% increase in team productivity.

Technical Support Representative

Teletech

Nov 2012 - Jan 2015

At Teletech, a leading provider of customer engagement services, I served as a Technical Support Representative responsible for delivering exceptional customer service while troubleshooting and resolving technical issues for diverse clients. I efficiently managed an average of 50 inbound support calls daily, utilizing diagnostic tools and methodologies to identify root causes and implement effective solutions, which resulted in a 20% reduction in average resolution time. By developing and maintaining detailed documentation of common technical issues, I enhanced team efficiency and contributed to knowledge base improvements, boosting overall client satisfaction scores by 15%. Furthermore, I spearheaded a team initiative to streamline the ticketing process, reducing backlog by 30% over six months. I also led ad-hoc training sessions for new recruits, significantly improving onboarding experiences and team performance. My proactive approach and dedication to customer advocacy fostered strong client relationships.

Production Operator

Integrated Microelectronics Incorporated

May 2004 - Aug 2012

As a Production Operator at Integrated Microelectronics Incorporated, a leading provider of advanced semiconductor packaging solutions, I efficiently operated and maintained various production equipment to ensure optimal manufacturing processes. My responsibilities included monitoring production lines, conducting routine quality inspections, and collaborating with cross-functional teams to streamline workflows. I played a key role in a project aimed at upgrading machinery, which led to a 15% increase in production output while lowering operational costs. Additionally, I assisted in the development of training materials for new hires, improving onboarding time by 30% and fostering a culture of safety and quality. My commitment to continuous improvement and teamwork not only ensured production targets were consistently met but also helped to cultivate a productive work environment that prioritized excellence across all operations.

Bachelor of Science

Adamson University

Industrial Engineering