Summary
Overview
Work History
Education
Skills
Timeline
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Beverly Jones-Parker

Hazel Crest,IL

Summary

With over 15 years of extensive experience, which includes administrative support, customer service, training program development and delivery, team leadership, project management, and church administration, Prioritize empathy to foster genuine connections and achieve positive outcomes. The synergy between my experience and proficiency in various business software and systems consistently amplifies the effectiveness of the contributions that I bring to the table.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Citibank
11.2022 - 12.2023
  • Serviced Home Depot Credit Card card servicing approximately 50-60 calls per 4-hour shift
  • Assisted, customers by delivering effective solutions to their inquiries, showcasing adept problem-solving skills and decision-making capabilities
  • Developed and applied comprehensive knowledge of practices and procedures to contribute to team objectives
  • Consistently met individual and team performance targets with minimal supervision
  • Ensured exceptional client satisfaction by addressing their needs promptly and thoroughly
  • Appropriately assessed risks in business decisions, prioritizing safeguarding of Citigroup's reputation, clients, and assets
  • Maintained compliance with laws, rules, and regulations, adhered to policies, exercised sound ethical judgment, and promptly escalated
  • Managed, and reported control issues transparently.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

PS Customer Service Specialist/Chat Specialist

Intuit Turbo Tax
10.2022 - 01.2023
  • Seasonal for 7 Yrs.)
  • Conducted thorough research and analysis of customer inquiries
  • Aided customers in navigating TurboTax software when there were issues
  • Offered expert guidance on tax matters and instructions on software usage
  • Demonstrated empathy as needed to address customer concerns
  • Reduced response time for customer inquiries by streamlining communication processes.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Maintained up-to-date knowledge of products and services to provide accurate information to customers.

Customer Support Specialist

Coach
03.2020 - 09.2022
  • Exceeded sales goals through effective strategies, new customer acquisition, and nurturing existing relationships
  • Collaborated with peers, customers, and supervisors for mutual support and success.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, and live chat channels, ensuring a high level of professionalism at all times.

Customer Support Specialist

Dick’s Sporting Goods
05.2019 - 08.2022
  • Proactively assist customers with sporting goods needs
  • Provide attentive service for inquiries, purchases, and returns
  • Educate on promotions, loyalty programs, and warranties
  • Collaborate for customer satisfaction and efficiency.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Served customer account and technical needs across approximately 75 daily calls, consistently meeting productivity and quality targets.

Customer Service Rep

Home Depot
09.2009 - 04.2021
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Region Administrator

Support Services of America, Sears/Kmart
01.2011 - 01.2015
  • Served as liaison, fostering effective communication between Support Services of America and Sears/Kmart
  • Streamlined office operations by implementing efficient administrative systems and procedures.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Advised field management on human resources, policy, and procedures, resolving issues in field
  • Developed and facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
  • Directed recruitment and hiring process for office, temporary, and field line staff
  • Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.
  • Conducted manual payroll for 375 employees
  • Developed and trained employees on first aid and blood-borne pathogen training for employees
  • Conducted application process, which included I9, E-Verify, and background checks
  • Developed comprehensive training programs for new hires, ensuring they were equipped with necessary skills to succeed in their roles.
  • Managed wet work wax projects administratively from start to completion
  • Scheduled meetings and conference calls, notifying team as necessary
  • Ensured workplace safety through oversight of training and compliance initiatives.
  • Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.

Midwest Region Administrator

USM – Red Bank
01.2007 - 01.2010
  • Provided administrative and executive support to region and district managers as well as self-performance team
  • We streamlined office operations by implementing efficient administrative systems and procedures.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Facilitated communication as primary liaison among district and regional managers, as well as self-performance team, providing report submissions relevant to scope of work
  • Managed field Training Acquisition tasks, including background checks, I9 verification, and E-Verify
  • Managed recruitment and onboarding process for Chicago, Ohio, Indiana, and Michigan markets
  • Conducted manual payroll for 200 employees
  • Managed IVR system for 200 employees, preparing and submitting bi-weekly reports
  • Handled inventory management and procurement of supplies for Chicago, Ohio, Indiana, and Michigan markets
  • Ensured compliance with safety standards and regulations to maintain secure work environment
  • Implemented and enforced company policies and procedures to uphold organizational standards.

Education

Diploma - Business Administration/Management

DePaul University
Chicago, IL

Morgan Park High School
Chicago, IL

Skills

  • Excellent communication skills, both written and verbal
  • Strong organizational skills and attention to detail
  • Ability to prioritize and multitask tasks effectively
  • Proficient in 365 Microsoft Office Suite (Word, Excel, PowerPoint, Access, and Outlook)
  • Experience with scheduling software and databases as well as CRMs, and training acquisition software
  • Ability to work independently and as part of a team
  • Strong problem-solving skills and ability to think critically
  • Ability to remain calm under pressure and handle difficult situations with empathy and professionalism
  • Proficient in accurately inputting and managing data
  • Skilled in organizing and managing schedules to optimize productivity

Timeline

Customer Service Representative

Citibank
11.2022 - 12.2023

PS Customer Service Specialist/Chat Specialist

Intuit Turbo Tax
10.2022 - 01.2023

Customer Support Specialist

Coach
03.2020 - 09.2022

Customer Support Specialist

Dick’s Sporting Goods
05.2019 - 08.2022

Region Administrator

Support Services of America, Sears/Kmart
01.2011 - 01.2015

Customer Service Rep

Home Depot
09.2009 - 04.2021

Midwest Region Administrator

USM – Red Bank
01.2007 - 01.2010

Diploma - Business Administration/Management

DePaul University

Morgan Park High School

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Beverly Jones-Parker