April Jones
LaFollette,TN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
LaFollette Utilities
01.2018 - Current
- Completes utility connections, disconnections, and transfers of service
- I am excited to learn anything new and relish ever increasing my knowledge and as a result, I have completed my Bachelor’s Degree and Master's Degree in Business Management since becoming employed in 2018
- I am a constant and efficient multi-tasker with cross training
- I am interested in staying busy and accomplishing tasks
- I am very detailed oriented and am extremely responsible for meeting deadlines
- I am a stickler for follow up
- I enjoy any and all research
- Accepts payments in person/via telephone
- Completes General orders for service tasks
- Completes orders for adjustments to accounts
- Completes orders for name changes
- Documents interaction with customers on utility accounts
- Completes Commercial Bank payments from LUB's online banking account
- Balances the payment Kiosk
- Completes daily close of office operations
- Sets up deposits/deferrals of payments
- Changes mailing addresses
- Handles name changes
- Doing daily opening/closing of the office
- Training in our Service Department involving outages, security light exchanges, new construction service, and electrical maintenance orders
- Manage 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Assistant Church Secretary
Bethlehem Missionary Baptist Church
10.2023 - Current
- Created church documents and basic reports
- File taxes with IRS
- File quarterly payments to IRS for Medicare/Social Security deductions for Janitor employed
- Coordinate/organize church social events.
- Greeted visitors, callers and members of congregation courteously and promptly
- Handled church correspondence
- Establish bank accounts on behalf of church
New Acct Rep, Teller, Market Security/Loan Officer Assistant
Community Trust Bank
01.2001 - 01.2018
- I was a banker for17 years
- My job title was CSR, however I performed several duties under the following titles: CSR (Customer Service Rep), Teller, Bank Market Security Officer of the4 branches (ensuring all protocol is taken to ensure security of facility and customer information), and Lender Trainee
- I met my referral goals each and every year, exceeding expectations
- Created/updated reports (such as hold mail, returned mail, past due safe deposit boxes) for management and external auditors
- Providing said reports to external auditors without issue
- Opened and/or performed maintenance on all types of accounts
- Assisted customers with online banking
- Handled debit card fraud and account disputes & research
- Updated the report with returned mail twice monthly
- Frequently made decisions on whether to pay/return large checks on accounts
- Delinquent collections on safe deposit box accounts
- Completed yearly inventory of safe deposit boxes
- Scheduled appointments for safe deposit box drillings with drilling company Diebold
- Handled refunds on overdrafts/service charges to the customer’s account
- Market Security-handled security operations for 4 bank branches
- Established and secured access of personnel and keys/alarm codes for 4 bank branches
- Made basic secured/nonsecured loans
- I was the “go to” person in my branch for any/all troubleshooting issues
Food Lion
01.2009 - 01.2010
- Temporary additional job in conjunction with job at the bank for extra money to fund my wedding
- Responsible for managing front line employees nightly/counting cashier tills/performing cash pickups and additions/inventory of lottery tickets/balancing registers/cleaning floor & registers/closing the office/gathering the cash for deposit/closing the store
Food Lion
01.2000 - 01.2001
- Met incoming customers and provided immediate assistance
- Completed purchases with cash, credit and debit payment methods
- Returned items to the shelf
Education
MBA - Management
Western Governors University
Salt Lake City, UT12-2024
Bachelor of Science - Business Administration
Western Governor's University
Salt Lake City, UT09-2022
Associate of Science - General Studies
Roane State Community College
Jacksboro, TNSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Detail oriented
- Microsoft Excel
- Microsoft outlook
- Call management
- Follow-up skills
Certification
CPR Certified
Most Sales Referrals Award
As a banker, I received the sales award for most sales referrals for business clients. This was to enroll them in merchant services a.k.a. credit card acceptance.
Timeline
Assistant Church Secretary
Bethlehem Missionary Baptist Church
10.2023 - Current
Customer Service Representative
LaFollette Utilities
01.2018 - Current
Food Lion
01.2009 - 01.2010
New Acct Rep, Teller, Market Security/Loan Officer Assistant
Community Trust Bank
01.2001 - 01.2018
Food Lion
01.2000 - 01.2001
CPR Certified
MBA - Management
Western Governors University
Bachelor of Science - Business Administration
Western Governor's University
Associate of Science - General Studies
Roane State Community College
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