Beverly Jones
Saltillo,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Polite and professional Representative, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
25
25
years of professional experience
Work History
Call Center Customer Service Specialist
ACCO BRANDS
Boonville, MS
04.2014 - 01.2022
- Responded to customer comments and questions via Live Chat during shifts.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Resolved customer complaints and addressed
- emergency requests and needs.
- Answered up to Numerous incoming calls in busy, fast-paced global call center.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Have more than 8 years experience in Salesforce.
- Have over 20 years of Account Management being responsible for every case I worked.
- I also have over 20 years experience in Billing. I am responsible for debiting/credit and billing each account I work.
H&R BLOCK
H&r Block Tax Svc
SALTILLO, MISSISSIPPI
01.2012 - 06.2014
- Improved operations through consistent hard work and dedication.
- Adhered to social distancing protocols and wore mask or face shield.
- Used coordination and planning skills to achieve results according to schedule.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Call Center Customer Service Specialist
Comcast
Saint Paul Park, MN
06.1999 - 06.2011
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Initiated termination of customer contract upon request.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Resolved customer complaints and addressed emergency requests and needs.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Described product highlights and benefits to help guide purchasing decisions.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Answered up to 50 or more calls incoming in busy, fast-paced global call center.
- Answered over 50 or more calls per shift to meet fast-paced call center demands.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Have over 20 years of Account Management and Billing.
Call Center Customer Service Representative
Sportsmans Guide
Saint Paul, MN
10.1996 - 06.1999
- Responded to customer comments and questions via Live Chat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Initiated termination of customer contract upon request.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Answered numerous calls per shift to meet fast-paced call center demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Has experience in Salesforce.
- Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Handled numerous calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction
- Resolved all type of issues over phone with customers.
- Contacted clients to verify account information and maintain accuracy, resulting in client satisfaction.
- Answered over 25 or more calls per shift to meet fast-paced call center demands.
- Have over 20 years of Account Management and Billing.
Education
Bachelor of Arts - IT Specialist in Security
AIU UNIVERSITY
ONLINECERTIFICATION - TAXES
H&R BLOCK SCHOOL
MISSISSIPPI06.2012
High School Diploma -
Harper High
Chicago, IL06.1976
Skills
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Order and Refund Processing
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Experienced in Salesforce
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Live Chat Messaging
- Proficiency in Microsoft Office
- Documentation and reporting
Timeline
Call Center Customer Service Specialist
ACCO BRANDS
04.2014 - 01.2022
H&R BLOCK
H&r Block Tax Svc
01.2012 - 06.2014
Call Center Customer Service Specialist
Comcast
06.1999 - 06.2011
Call Center Customer Service Representative
Sportsmans Guide
10.1996 - 06.1999
Bachelor of Arts - IT Specialist in Security
AIU UNIVERSITY
CERTIFICATION - TAXES
H&R BLOCK SCHOOL
High School Diploma -
Harper High
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