John Grounds
@johngrounds
I resolve customer issues, improve service processes, and coach support teams.
United StatesWhat I'm looking for
I've supported customers at Puzzle Warehouse and Apple, resolving inquiries and escalations while maintaining accurate customer records and strengthening the overall service experience.
At Puzzle Warehouse, I trained and coached new representatives, monitored performance, provided feedback, and implemented process improvements with cross-functional teams. My background also includes sales support, front-desk reception, scheduling, follow-ups, and clear phone communication.
I've also supported individuals with disabilities as a Direct Support Professional and served as a volunteer firefighter, bringing calm decision-making, documentation discipline, and care for people in high-pressure situations.
Experience
Work history, roles, and key accomplishments
Lead Customer Service Representative
Puzzle Warehouse
Jan 2024 - Aug 2026 (2 years 7 months)
Trained and coached new customer service representatives, monitored team performance, and identified areas for improvement. Resolved escalated customer issues and implemented process improvements to support service quality.
Education
Degrees, certifications, and relevant coursework
Jefferson College
Certificate, Fire Science
Completed coursework in Fire Science I, gaining foundational knowledge in fire suppression and emergency response.
Northwest High School
High School Diploma, General Studies
Earned a High School Diploma, building a strong foundation for professional development.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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