Breonna Jones
Summerville,SC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
East West Bank
San Jose, CA
09.2021 - 10.2024
- Organized 29 customer service webinars on Zoom, informing attendees of changes in terms and policies.
- Assisted the security team in implementing Risk Watch for monitoring daily transactions, reducing money laundering attempts by 41%.
- Ensured customers received industry- level service by using Wolters Kluwer OneSum for compliance managment.
Customer Service Representative
AT&T
El Segundo, CA
12.2019 - 07.2021
- Resolved an average of 43 customer technical issues per week regarding network coverage, resolving 89% of cases within the first 18 hours.
- Managed 1,459 customer accounts in salesforce, improving customer satisfaction ratings by 16% via personalized follow-ups and efficient issue resolution.
- Used SAS to analyze customer feedback data, informing and implementing changes that led to a 32% increase in overall customer satisfaction scores.
- Maintained a 97% accuracy rate in data entry and customer record maintenance, ensuring precise information for all local patrons.
Cashier
Traders Joe's
Palo Alto, CA
05.2018 - 10.2019
- Processed 196 transactions with a 94% accuracy rate, using Salesforce for sales tracking and customer profiling.
- Monitored the store's daily financial records on Quicken, ensuring accurate accounting of sales totaling $9,613.
- Reduced customer wait times by 12 minutes through effective queue management techniques.
- Took part in organizing seasonal promotional events, increasing upselling during checkout by 22%.
Education
High School Diploma -
Orangeburg Wilkinson High School
Orangeburg, SC06-2015
Bachelor of Science -
Ultimate Medical Academy
Clearwater, FLSkills
- Salesforce
- Quicken
- Microsoft Outlook
- Zoom
- Microsoft excel
Timeline
Customer Service Representative
East West Bank
09.2021 - 10.2024
Customer Service Representative
AT&T
12.2019 - 07.2021
Cashier
Traders Joe's
05.2018 - 10.2019
High School Diploma -
Orangeburg Wilkinson High School
Bachelor of Science -
Ultimate Medical Academy
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