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@jonathandryer
Service delivery consultant and quality-focused analyst driving process improvements and customer success.
I am a service delivery and quality assurance professional with extensive experience in customer support, quality auditing, and process improvement across financial and healthcare service environments.
At Deluxe Corporation I led quality control processes, performed inspections, conducted trend analysis, prepared QA reports, and supported special projects to improve outcomes and reporting for management.
In customer-facing roles at Florida Blue and Conexon, I delivered day-to-day technical and telesales support, coordinated cross-departmental issue resolution, and ensured positive customer experiences through clear communication and effective troubleshooting.
I bring strengths in data analysis, ISO 9001 and Six Sigma practices, CRM tools (Salesforce, Zendesk), SQL, and continuous improvement to help organizations reduce defects, streamline operations, and raise service quality.
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Work history, roles, and key accomplishments
Conexon
Mar 2025 - Aug 2025 (5 months)
Provided daily multi-channel technical support to clients, resolved incidents through cross-department coordination, and collaborated on system improvements to increase case resolution efficiency.
Florida Blue
Sep 2024 - Jan 2025 (4 months)
Delivered customer-facing support for health insurance inquiries, guided customers to appropriate resources, logged inquiries for reporting, and ensured coordinated service across supporting areas.
Deluxe Corporation
Feb 2022 - Jun 2024 (2 years 4 months)
Led quality control processes for outsourcing operations, inspected transactions for defects, performed trend analysis and process walkthroughs, and prepared QA reports to drive continuous improvement.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Business Administration
2000 - 2004
Bachelor's degree in Business Administration with a concentration in quality management, completed from 2000 to 2004.
Software and tools used professionally
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