Angelica Jones
Kansas City,MO
Summary
Reputable customer service professional brings over 10 years of extensive experience in a variety of industries. With in-depth knowledge of CRM systems via phone,chat and email. Offers vast experience connecting customers with products ,services and tech support. Articulate, enthusiastic and results oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Banking Customer Service Representative
Discover Financial
Kansas City, MS
10.2023 - Current
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Conducted research into customer questions or problems using available resources.
- Informed customers about new products or services available through the bank.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Explained banking procedures and regulations to customers accurately.
Customer Service Representative
Waste Managment
Phoenix, AZ
01.2023 - Current
- Take inbound customer service calls related to a wide variety of inquiries including billing and proration, service changes, cancellations and missed service
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Gathered customer feedback through surveys and used the data to improve customer service.
Small Business technical support
Bank of America
Phoenix, AZ
07.2022 - Current
- Assist merchants with any questions on new or existing equipment or services
- Troubleshoot any equipment, profile funding issues
- Walk through the setup or updates on any equipment or account issues
- Maintained an up-to-date knowledge of industry trends and developments related to business banking.
- Developed relationships with customers by providing tailored advice on banking products and services.
- Created customized lending packages based on individual client needs and objectives.
Customer Service/technical Support Representative
Optum Health/United Healthcare
Phoenix, AZ
06.2021 - 03.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Upheld high standards of customer services by responding to inquiries, needs and problems
- Documented customer correspondence in CRM to track requests, problems and solutions
- Audited customer account information to identify issues and develop solutions
- Analyzed customer complaints and service trends to identify and correct systematic issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Troubleshot, resolved or escalated technical issues based on individual customers' needs
- Responded quickly to customer inquiries, needs and problems
- Identified ways to streamline common requests and improve support processes to better serve customers' needs
- Applied consultative approach to collect information on customer service, account and technical concerns
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence
Acquisition Specialist
Discover Financial Services
Phoenix, AZ
03.2021 - 06.2021
- Provide exceptional internal and external customer service in a professional manner which includes answering phone calls promptly, responding in a timely manner and using caller's name
- Enroll and train cardholders on bank and/or credit card websites to ensure customer ability to maintain credit card account online
- Process requests from cardholders including customers with credit balances on accounts; balance transfer requests ensuring required documentation and correspondence is completed and posted to account
- Maintain high level of product knowledge regarding all aspects of consumer card programs including features and benefits, fees and service charges, and disclosure requirements
- Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties
- This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity
Customer Service Representative
Consumer Cellular
Phoenix, AZ
01.2020 - 02.2021
- Answer incoming calls and chats in regards to new and existing accounts
- Educated on plan and device options
- Assist in creating and updating accounts
- Schedule and take payments for new and existing plans
Customer Service Representative
Ring
Phoenix, AZ
01.2017 - 12.2019
- Take ownership of neighbors( customers) accounts and work diligently to resolve customer's technical issues, complaints and questions and provide outstanding service
- Efficiently and effectively manage all accounts, maintain all required records, promptly address any issues as they arise and keep management informed
- Answer phones professionally and respond promptly to various inquiries with care and urgency, using available resources
- Handle customer service situations and challenging calls with confident knowledge and patience, ensuring customers' needs are met and they are satisfied with the level of service provided
- Accurately and efficiently process information and complete tasks in a timely manner
- Promptly troubleshoot applications and Devices including Bluetooth connectivity, and provide excellent and knowledgeable support to get the customer back in service
Retention Specialist
Convergys
Phoenix, AZ
04.2016 - 12.2016
- Design and implement customer retention strategies to increase loyalty and retain business
- Analyzed customer feedback and developed new techniques to ensure customer retention
- Explained new products and services to customers
- Performed customer negotiations to reach fair conclusion for both business and customer
- Received information regarding identified problems and devised responses to satisfy concerns
- Implemented creative solutions to deal with special circumstances
- Responded to 70+ customer queries daily
Education
High School Diploma -
Independence High School
Phoenix, AZ05.2012
Some College (No Degree) - Medical Records
University of Phoenix
Phoenix, AZSkills
- Technical troubleshooting
- Credit card payment processing
- Application installations
- Technologically savvy
- Call Center Operations
- Customer relations
- Critical thinking
- Microsoft Office expertise
- Conflict resolution
- Courteous demeanor
- Multitasking
- High-energy attitude
- Customer service
- Live Chat (10 years)
- Technical Support (8 years)
- Troubleshooting (10 years)
- CRM Software (10 years)
- Help Desk
- Data Management
- Word Processing
- Document processing
- Filing and data archiving
- Verifying data accuracy
- Error identification
- Document Preparation
Assessments
- Customer focus & orientation, Highly Proficient, 01/01/20
- Call center customer service, Highly Proficient, 04/01/21
- Sales skills, Proficient, 04/01/21
Timeline
Banking Customer Service Representative
Discover Financial
10.2023 - Current
Customer Service Representative
Waste Managment
01.2023 - Current
Small Business technical support
Bank of America
07.2022 - Current
Customer Service/technical Support Representative
Optum Health/United Healthcare
06.2021 - 03.2022
Acquisition Specialist
Discover Financial Services
03.2021 - 06.2021
Customer Service Representative
Consumer Cellular
01.2020 - 02.2021
Customer Service Representative
Ring
01.2017 - 12.2019
Retention Specialist
Convergys
04.2016 - 12.2016
High School Diploma -
Independence High School
Some College (No Degree) - Medical Records
University of Phoenix