Alexus Jones
Apex,United States
Summary
An IT professional with three years of experience specializing in technical support, customer service, and system administration. Adept at communicating effectively with customers to identify ideal solutions to technical issues and ensure client satisfaction. A Senior Customer Service Professional with 10+ years of experience, specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings.
Overview
6
6
years of professional experience
Work History
Regional Support Specialist
ADT Security
03.2024 - Current
- Spearheaded initiatives aimed at improving internal knowledge sharing and collaboration, fostering a culture of continuous learning and growth.
- Increased regional productivity through proactive monitoring of network performance metrics and prompt resolution of identified issues.
- Improved technician satisfaction with timely resolution of complex technical problems in a fast-paced environment.
- Assist customers with scheduling and rescheduling
Technical Support Representative
KellyConnect
09.2023 - Current
- Coordinate with cross-functional teams to identify process gaps and develop solutions
- Identified process improvement opportunities to enhance operational effectiveness and improve team productivity
- Communicate with diverse clients, build rapport and long-term relationships, and achieve customer satisfaction
Customer Service Representative
Primeritus Financial Services
08.2020 - 11.2022
- Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy
- Responded to phone calls and inquiries with clients for repossessions
- Tracked all customer communications to ensure account accuracy and followed up
Customer Service Representative/ Sales Representative
Strafford Communications
09.2021 - 09.2022
- Coordinate with customer accounts to ensure client satisfaction throughout the sales cycle
- Communicated effectively with potential customers to analyze needs and recommend appropriate medical products based on individual requirements
- Maintained a detailed knowledge of the features and benefits of a wide product range and explained key information to customers
- Provided quality customer service in a high-volume call center processing transactions and assisting with service sign-ups
- Managed customer returns, fielded complaints with patience and understanding, and identified resolutions to ensure customer satisfaction
Housekeeper
Duke Regional Hospital
03.2019 - 08.2022
- Identify opportunities to reduce cleaning waste and lead the implementation of green cleaning solutions to reduce safety risks and support the hotel's reputation as an environmentally conscious organization
- Ensured compliance with infection prevention and Covid-19 safety standards
- Performed deep cleaning of carpets, furniture, and upholstery and utilized appropriate cleaning solutions to prevent damage to client property
- Improved bed-making practices, added artfully folded towels to enhance room presentation, which contributed to a 10% increase in guest satisfaction scores
Education
Bachelors - Graphic Design
Full Sail University
Winter Park, FL12.2015
Highschool Diploma/GED -
Tarheel Challenge Academy
Salemburg, NC06.2008
Skills
- Customer Service
- Communication
- Problem Solving
- Active Listening
- Teamwork
- Decision Making
- Organization
- Accounting
- Software
- Attention to Detail
- Flexibility
- Interpersonal Skills
Personal Information
Title: Technical Support Representative
Timeline
Regional Support Specialist
ADT Security
03.2024 - Current
Technical Support Representative
KellyConnect
09.2023 - Current
Customer Service Representative/ Sales Representative
Strafford Communications
09.2021 - 09.2022
Customer Service Representative
Primeritus Financial Services
08.2020 - 11.2022
Housekeeper
Duke Regional Hospital
03.2019 - 08.2022
Bachelors - Graphic Design
Full Sail University
Highschool Diploma/GED -
Tarheel Challenge Academy
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