Angel Jones
Roanoke,VA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Roanoke Customs
Roanoke, VA
11.2022 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Processed customer adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Surpassed sales goals through implementation of effective marketing strategies.
Optometrist Technician/ Assistant Manager
Johnson & Curran
Roanoke, VA
01.2022 - 11.2022
- Picked up, delivered and organized parts for customers and specific jobs.
- Maintained detailed and current records on customers, orders and assignments.
- Handled service requests, tracking and prioritizing issues based on level of need to streamline problem resolution.
- Set up and performed test activities.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Read manuals and manufacturer instructions to install and troubleshoot devices.
- Completed job reports and logs immediately following service calls.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Tested components and systems to evaluate performance and identify concerns.
- Prioritized tasks and planned workflows to meet operational targets.
Forklift Operator / Receiver
Readerlink
Salem , VA
01.2021 - 11.2022
- Removed debris and waste materials from machinery to reduce possibility of clogs and malfunctions.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
- Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
- Coordinated team member movements based on current needs, avoiding safety concerns or delays.
- Boosted team performance by moving materials with forklifts, cranes and other equipment.
- Unloaded materials and goods at designated locations for best project availability.
- Removed orders from storage, wrapped and staged for shipments.
- Updated daily logs with production data such as weights, destinations and delivery times to keep management current on team activities.
- Communicated with floor managers to determine merchandise placement.
- Verified functionality of forklifts through performance of preventive maintenance and effective troubleshooting of malfunctions.
- Changed out forklift batteries and connected batteries to battery charger.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Manually counted Number of picked and packaged orders for any loss.
- Monitored area for pedestrian and vehicular traffic while operating various types of equipment.
- Packed items into appropriate containers for shipment.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Transported goods between warehouse locations according to shipment and storage needs.
Packer Associate
Robertson Marketing
Salem, VA
06.2021 - 09.2021
- Protected materials for transport by correctly packaging products in boxes and crates.
- Monitored outgoing packages for proper labels and accurate address information.
- Kept records accurate and current by documenting movements in company system.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
- Prepared variety of different written communications, reports and documents.
- Adhered to social distancing protocols and wore mask or face shield.
Optometrist Assistant Senior
Vision Service
Omaha, NE
03.2018 - 12.2020
- I did eye test, fitting for glasses and also did patient charts
- I was also the person who would call the nursing home so they would be ready for us and we could have all of paperwork that we needed.
- Interviewed and examined patients with full range of vision problems and consulted medical charts to assist with diagnosis.
- Conducted regular inventory of eyeglasses frames and prescription contact lenses, maintained stock levels and submitted orders to vendors.
- Calculated proper prescription employing formulas for single corrective lenses, contact lenses, prisms, aniseikonia and aphakic lenses.
- Used coordination and planning skills to achieve results according to schedule.
- Carried out day-to-day duties accurately and efficiently.
Trainer
Panera Bread
Roanoke, VA
07.2017 - 10.2019
- I trained all new employees, it was my job to teach them how to do their job and how to be a good team member.
Cashier/Customer Service
Pilot Flying J
La Vergne, TN
08.2012 - 11.2014
- I would check out customers with a smiling face and answer any questions
- I also got promoted to shift manager and then made the schedule and did training.
Forklift Operator
Essex
La Vergne, TN
08.2012 - 10.2013
- Load and unload tractor trailers and places pallets in there location.
Forklift Operator
Elizabeth Arden
Roanoke, VA
04.2009 - 08.2012
Education
Associate's degree - Medical Assistant
ECPI University
09.2020 - Current
High school diploma - undefined
Skills
Time ManagementMicrosoft OfficeMicrosoft ExcelCurriculum DevelopmentEmployee OrientationMedical TerminologyChildcareTeachingMedical Records
Complaint resolution
Complaint resolution
Sales expertise
Order fulfillment
Retail store support
Professional telephone demeanor
Training development aptitude
Creative problem solving
Shipping procedures understanding
Strategic sales knowledge
Multi-line phone talent
Retail materials management
Technical Support
Administrative support
Warehousing functions
Medical terminology knowledge
Staff education and training
Money handling abilities
Receiving support
Certification
November 2018 to December 2020
Additional Information
- Willing to relocate: Anywhere
Timeline
Customer Service Representative
Roanoke Customs
11.2022 - Current
Optometrist Technician/ Assistant Manager
Johnson & Curran
01.2022 - 11.2022
Packer Associate
Robertson Marketing
06.2021 - 09.2021
Forklift Operator / Receiver
Readerlink
01.2021 - 11.2022
Associate's degree - Medical Assistant
ECPI University
09.2020 - Current
Optometrist Assistant Senior
Vision Service
03.2018 - 12.2020
Trainer
Panera Bread
07.2017 - 10.2019
Cashier/Customer Service
Pilot Flying J
08.2012 - 11.2014
Forklift Operator
Essex
08.2012 - 10.2013
Forklift Operator
Elizabeth Arden
04.2009 - 08.2012