Amy Jones
Conroe,TX
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Arcade1Up / Tastemakers LLC and Basic Fun
09.2021 - Current
- Cultivated teamwork and accountability within a globally diverse customer service team, prioritizing performance standards and KPI evaluation.
- Streamlined support processes to ensure 95% of customer inquiries were resolved within 48 hours, resulting in a 97.5% customer satisfaction rating.
- Formulated and instituted a recovery strategy for non-warranty claims, significantly reducing financial losses and bolstering customer loyalty.
- Coordinated efforts across product development, QA, logistics, and manufacturing teams to identify and rectify product issues, ensuring adherence to quality standards.
- Streamlined documentation and troubleshooting workflows to improve efficiency and reduce resolution times
- Expert usage of Freshdesk ticketing platform - supporting team training, workflow optimization, and reporting
Customer Service Agent
Arcade1Up / Tastemakers LLC
11.2020 - 09.2021
- Recognized as top producer for delivering effective customer support via Freshdesk, contributing to overall service excellence.
- Streamlined resolution process for over 25,000 outstanding issues, resulting in improved customer satisfaction scores from 75% to 94%.
- Advanced to Team Lead, driving agent training, optimizing documentation, and implementing process improvements that enhanced efficiency and customer experience
- Collaborated with product development teams to oversee beta testing of hardware and software releases. Led troubleshooting efforts to enhance product quality and drive continuous improvement.
- Managed responses to inquiries on social media platforms to maintain brand reputation.
Customer Service Supervisor
Alsoft, Inc.
Houston, TX
03.2009 - 11.2020
- Managed 100+ daily customer interactions across phone, email, and online channels, delivering personalized, high-quality service to drive customer retention
- Resolved complex Tier 2 and Tier 3 customer issues, ensuring timely and effective problem resolution
- Oversaw daily order processing and verification to ensure accuracy and efficiency
- Collaborated with cross-functional teams to improve procedures, increasing productivity, quality control, and operational alignment
- Developed and maintained an internal knowledge base to enhance team efficiency, consistency, and onboarding
Education
Bachelor of Sciences - Wildlife and Fisheries Sciences
Texas A&M University
College Station, TXSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Complaint resolution
- Team building and leadership
- Relationship building
- Customer retention
- Deadline oriented
- Escalation handling
- Social media monitoring
Timeline
Customer Service Manager
Arcade1Up / Tastemakers LLC and Basic Fun
09.2021 - Current
Customer Service Agent
Arcade1Up / Tastemakers LLC
11.2020 - 09.2021
Customer Service Supervisor
Alsoft, Inc.
03.2009 - 11.2020
Bachelor of Sciences - Wildlife and Fisheries Sciences
Texas A&M University