Summary
Overview
Work History
Education
Skills
Timeline
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Barry Jones

Haines City,FL

Summary

Dynamic customer service professional with extensive experience at Everise, excelling in high-volume environments. Proven ability in technical troubleshooting and account management, enhancing customer satisfaction through effective problem-solving and relationship-building. Recognized for mentoring team members and implementing strategies that reduced call wait times, ensuring seamless service delivery. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.

Overview

10
10
years of professional experience

Work History

Customer Care Representative

Everise
08.2024 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Senior Customer Service Representative

Alight Solutions
10.2020 - 03.2024
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Reduced call wait times by implementing effective time management techniques within the team.
  • Identified and resolved discrepancies and errors in customer accounts.

Warehouse Order Selector

CWI Logistics
06.2019 - 10.2020
  • Exceeded daily performance metrics by consistently meeting or surpassing established picking goals and standards in a freezer environment
  • Wrapped pallets in shrink wrap prior to loading.
  • Loaded shipments onto trucks with care, ensuring timely deliveries while minimizing damage to products during transit.
  • Improved order accuracy by diligently reviewing and verifying each picked item against the pick list.
  • Safely operated heavy machinery, such as forklifts and pallet jacks, to transport picked orders to the packing area.
  • Increased productivity by quickly locating and picking items using a handheld scanner for barcode verification.

Warehouse Lead

Imperial Dade Paper
06.2015 - 06.2019
  • Trained employees on equipment operation and safety protocols.
  • Managed a team of warehouse personnel, delegating tasks effectively to optimize workflow.
  • Managed day-to-day operations of warehouse, freight and parcel shipments, returns, and transfers.
  • Followed verbal and written instructions to properly move and ship products.
  • Oversaw daily operations and shipping and handling processes.
  • Supervised warehouse operations by managing employees during shifts.
  • Loaded, unloaded, and sorted cargo as part of accurate and efficient weekly shipments.

Education

Associate of Science - Information Technologies

Southern New Hampshire University
Hooksett, NH
06-2024

Skills

  • Customer service
  • Inbound customer service
  • Data entry
  • Call center experience
  • Technical troubleshooting
  • Account management
  • Access issue resolution

Timeline

Customer Care Representative

Everise
08.2024 - Current

Senior Customer Service Representative

Alight Solutions
10.2020 - 03.2024

Warehouse Order Selector

CWI Logistics
06.2019 - 10.2020

Warehouse Lead

Imperial Dade Paper
06.2015 - 06.2019

Associate of Science - Information Technologies

Southern New Hampshire University

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