ANNA JONES
Seguin,Tx
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Customer Service Representative (Cashier)
New Braunfels Utilities
New Braunfels, Texas
09.2022 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Process billing and service requests using utility management software such as Invoice Cloud and North Star efficiently.
- Process electronic payments such as: ACH, Lockbox, Auto-Draft, Web or IVR.
- Apply payments made in the form of cash, check,money order, credit card, NBU Care certificates, or community vouchers to ensure payments are applied to the correct customer accounts.
- Prepare daily bank deposits and maintain the cash drawer.
- Run dual control on Auto Draft and Auto pay accounts.
- Research accounts with returned echeck, check, or auto-draft or auto-pay payments
- Process extra charge journals.
- Manage and process auto dialers.
- Create/generate collection letters.
- Responsible for handling all Community Agency email request including voucher verifications,providing requested reports or account information.
- Educate customers on utility services, promoting energy conservation and safety practices.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Educate customers about billing, payment processing, and explain additional services and programs available such as; auto draft, auto pay, and senior citizen billing.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Train new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for the call center in taking payment only calls.
- Maintain clean and orderly work area.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Assisted customers with inquiries, providing excellent service to enhance satisfaction.
- Trained new cashiers on operational procedures and customer service standards.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Create and review verification and journal reports. Research credit balances and deposit payments on accounts.
- Maintains daily, weekly, and monthly reports of all transactions and balance sheets.
- Monitor payment extension report and submit accounts subject to disconnection for non-payment to appropriate personnel.
- Update service order status for field personnel.
- Maintains up-to-date knowledge of service changes.
Manager
Western Finance
03.2013 - Current
- Developed personal growth opportunities, empowering employees to produce results and meet goals.
- Drove continuous improvement and service delivery excellence using effective processes, workflow and technology.
- Assigned, prioritized and delegated tasks and responsibility to departmental employees.
- Delegated tasks, freeing up time to focus on higher-value activities.
- Collaborated with staff to develop and carry out processes, resulting in improved performance.
- Counseled and disciplined employees, driving performance improvement.
- Accomplished department objectives by managing staff and evaluating activities.
- Coached and motivated team, driving sales and delivering exceptional customer service.
Assistant Store Manager
Sandy Nutrition
Seguin, Texas
06.2011 - 02.2013
- Provided performance feedback and coaching to employees.
- Created consistent work schedules to maintain employee satisfaction and lower labor costs.
- Highlighted sale items and promotions with proper signage and displays.
- Communicated performance issues to develop performance improvement plans.
- Maintained neat, clean, and organized store environment to foster health and safety of customers and employees.
- Set example for employees by demonstrating customer service and selling skills.
Head Cashier
Super s Foods Store
01.2008 - 01.2011
- Counted cash drawers at beginning of shifts to verify correct amounts.
- Processed cash, check and credit cards for customer purchases.
- Computed and recorded totals of transactions.
- Arranged and replenished displays and merchandise racks to maintain store appearance.
- Helped customers locate merchandise.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Assisted with new hire orientation and employee training.
Education
GED -
Victoria College Gonzales Center
Gonzales, TXSkills
- Managing Operations and Efficiency
- Performance Tracking and Evaluations
- Staff Management
- Issue and Conflict Resolution
- Managing Employee Relations
- Customer Service
- Advertising Techniques
- Information Confidentiality
- Managing Cash drawer
- Employee Coaching and Motivation
- Problem resolution
- Computer proficiency
- Relationship building
- Public Relations
- Managing Files and Records
- Payment processing
- Professional telephone demeanor
- Call management
- Paperwork processing
- Data collection
- Prioritization
- Building rapport
- Clerical support
- Managing Routines
- Customer service
- Data entry
- Critical thinking
- Active listening
- Filing
- Customer education
- Assertiveness
- Account updating
- Research
- Account management
- Reading comprehension
- Information security
LANGUAGES
English Fluent
Timeline
Customer Service Representative (Cashier)
New Braunfels Utilities
09.2022 - Current
Manager
Western Finance
03.2013 - Current
Assistant Store Manager
Sandy Nutrition
06.2011 - 02.2013
Head Cashier
Super s Foods Store
01.2008 - 01.2011
GED -
Victoria College Gonzales Center