Annette Jones
Paulsboro,NJ
Summary
Multitask effectively in high-pressure call center environments by leveraging organizational, prioritization and problem-solving skills to stay on top of dynamic demands. Familiar with basic and advanced maintenance and repair techniques for Computer equipment.
Experienced Senior Supervisor with 3 years in managing and directing operations of employees. Created and developed company standards through recruiting and training exceptional personnel and seamless execution of performance strategies maximizing impact with clientele. Innovative in motivating team members to collaborate in exceeding company objectives and achieving constant progress.
Overview
9
9
years of professional experience
Work History
Senior Supervisor
Youth Consultation Services
Sicklerville, NJ
04.2021 - Current
- Facilitated weekly group sessions focused on various issues to help groups and individuals.
- Document daily client observations/issues, incidents/physical controls, client behaviors as per program Behavior Managment Plan, in unit log-the Electronic Clinical Records
- Educated family members and helped each support clients by improving coping techniques.
- Selected and compiled relevant information and resources for clients to support individuals in overcoming mental and emotional problems.
- Referred clients to external resources for additional support.
- Monitored, evaluated and recorded client progress with respect to treatment goals.
- Encouraged clients to express feelings and discuss happenings in life to help client develop insight into themselves and relationships.
- Maintain CPR, Handle with Care (HWC), First Aid, Medication Administration Certification.
- Accompany clients on medical appointments
Recovery Agent
MRS Associates
Cherry Hill, NJ
08.2020 - Current
- Answered 40+ inbound calls per day and directed to designated individuals or departments.
- Kept detailed records of customer accounts, including actions taken, issues resolved and contact information.
- Made payment arrangements to prevent further litigation action.
- Contacted 50 customers per day to collect overdue payments.
Front Desk Clerk
Riviera Motor Inn
Pennsauken, NJ
06.2015 - 08.2020
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained clean and presentable reception area to maintain professional business reputation.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Responded to inquiries and room requests made online, by phone or email.
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Gathered timesheets to prepare weekly payroll data for processing by payroll coordinator.
Customer Service Representative
Fieldprint
Mount Laurel, NJ
03.2018 - 09.2019
- Completed paperwork within established guidelines to document consumer requests.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of website issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
GED -
Gloucester County Institute Of Technology
Sewell, NJ06.2009
Skills
- Employee Supervision
- Staff Oversight
- Strategic Planning
- Regulations and procedures
- Training and onboarding
- Staff Management
- Inventory Control
- Training and mentoring
- Experience with predictive dialers
- Speedy typist
- Knowledge of FDCPA
- Call center operations experience
- Strong problem-solving aptitude
- Invoice and payment processing
- Customer relations
Timeline
Senior Supervisor
Youth Consultation Services
04.2021 - Current
Recovery Agent
MRS Associates
08.2020 - Current
Customer Service Representative
Fieldprint
03.2018 - 09.2019
Front Desk Clerk
Riviera Motor Inn
06.2015 - 08.2020
GED -
Gloucester County Institute Of Technology
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