Barbara Jones
Shawnee,OK
Summary
Dynamic Customer Service Representative and Company Trainer with a proven track record at Concentrix, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction anyone loyalty through effective problem resolution and upselling strategies. Adept at utilizing CRM software to streamline processes and improve service delivery, consistently exceeding performance metrics. Meeting with client three times a week for calibration meetings. Program Ready Trainer with extensive experience in developing and executing training programs that drive performance improvement. Known for strong focus on team collaboration and achieving results in dynamic environments. Expertise in curriculum design and adaptive training methodologies.
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Energetic and dedicated with natural ability to connect with people and create engaging learning experiences. Possesses foundational knowledge in training methodologies and effective communication techniques, including program development and instructional design. Committed to fostering skill growth and team success through impactful training sessions. Offering solid foundation in training principles and passion for learning and development. Brings ability to quickly grasp new concepts and effectively utilize training techniques and program development tools. Ready to use and develop communication and organizational skills in Desired Position role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
03.2023 - Current
- Assisted customers with inquiries and product issues to enhance satisfaction.
- Utilized CRM software to track customer interactions and resolve concerns efficiently.
- Collaborated with team members to ensure timely responses to customer requests.
- Provided feedback on recurring issues to improve service processes and solutions.
- Maintained knowledge of company policies to address customer needs effectively.
- Resolved escalated complaints by employing conflict resolution techniques and empathy.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Program Ready Trainer
Concentrix
03.2023 - Current
- Developed and delivered training programs to enhance employee readiness and performance.
- Led sessions to familiarize new hires with company guidelines and processes.
- Partnered with team leaders to assess training requirements and develop tailored learning resources.
- Implemented feedback mechanisms to assess training effectiveness and improve program delivery.
- Monitored participant progress, providing guidance and support for skill development.
- Conducted assessments to evaluate knowledge retention and skill application post-training.
- Streamlined training processes by integrating technology solutions for enhanced engagement.
- Increased trainee satisfaction ratings by continuously updating training content based on feedback and industry trends.
- Developed strong relationships with program participants, offering ongoing support and resources throughout their learning journey.
- Collaborated with team members to create dynamic group activities that fostered teamwork and problem-solving skills.
- Adapted teaching techniques according to different learning styles of attendees enabling better understanding.
- Managed multiple concurrent projects while maintaining attention to detail and meeting established deadlines within budget constraints.
Education
Some College - General Studies
American River College
Sacramento, CA09.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Administrative support
- Documentation
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Dispute resolution
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Recordkeeping strengths
- Research
- Spreadsheets
- Reading comprehension
- Office equipment proficiency
- Staff education and training
- Proofreading
- Quality assurance controls
- Escalation management
- Product education
- Training development
Certification
Microsoft Office
Microsoft Word
Microsoft Excel
Teams
Workday
Salesforce
AnyPaas
Emotional Intelligence
Team Building
Cheetah
Freshdesk
Timeline
Customer Service Representative
Concentrix
03.2023 - Current
Program Ready Trainer
Concentrix
03.2023 - Current
Some College - General Studies
American River College