Carole Jones
Trinity,AL
Summary
Objective Utilize my training and skills to help develop and encourage others in their new or current roles with the company. Skills Technical troubleshooting Active listening Excellent communication Process improvement Time management Microsoft Office Empathetic Problem Solving Meeting facilitation
Overview
9
9
years of professional experience
Work History
Executive Customer Relations Agent T2
Amazon
05.2023 - Current
- Engaging stakeholders for highly egregious customer facing issue that require advanced assistance through research, stakeholder outreach, advanced knowledge of customer facing issue, and internal stakeholder assistance
Caregiver
Right At Home
Decatur, AL
11.2018 - Current
- Working one-on-one in individuals homes assisting with ambulation, house cleaning, bed bound care, bathing, dressing, cooking, medicine reminders, Dr.'s appointments, or any other care that is required for elderly care in home
Digital D2AS T3 Agent
Amazon
01.2023 - 04.2023
PXT HR-Acting role
Amazon
10.2021 - 12.2022
Training Team Assistant
Amazon
04.2021 - 10.2021
Virtual Customer Service Associate
Amazon
04.2019 - 04.2021
- Resolve customer problems by clarifying issues, researching and exploring answers and providing alternative solutions for complicated customer issues
- Update customer information systems with accurate information to ensure timely order delivery and avoid delays
- Facilitate Peer lead RAP Clinic meetings to drive and improve quality metric performance across team
- Conduct Peer coaching sessions to share best practices, encourage, and assist peers with quality metric improvement
- Escalate complex customer problems to the appropriate department for process improvement and issue resolution
- Provide first contact resolution through educating customers on Amazon processes and policies
Virtual Customer Service
Sykes
07.2017 - 06.2019
- Contracted to Pearson’s Education, as a customer service rep for their Clinical sales and Customer Service department
- Promoted to their Clinical Assessment sales and support in October2017 where I was trained in the normative data collections and testing protocols for general education and mental health tests and scoring
- Navigated several internal programs daily to process customer inquiries, process orders, and check status of orders, complete internal notes in our system, as well as to the customer
- Position was full time
Customer Service Specialist
Sykes
07.2017 - 06.2018
- Work at home remote agent for Sykes
- Started in K-12 contracted to Pearson's education, promoted in November of2017 to Pearson Clinical Assessments, assisting customers with the purchase of testing materials, promoted again in January2018 to Q products team, assisting with same products and testing, but also assisting with technical, online tools and testing
- Managed phone line, logged all calls in two systems, placed orders, tracked orders, gave product details, and information, made recommendations for testing materials, and answered daily questions
- Maintained quality standards, and standard compliance
Dental Assistant
Dr. Otis Kirby, DMD
08.2015 - 12.2016
- Assisted in general practice dentistry, in four handed dentistry, chair side
- Trained in hydrocolloid and alginate impressions, amalgam and composite fillings
- Crown and bridge training, fillings, and temporary crowns
- Patient set up, and decontamination
- Some practice with x-rays, and charting
- Front office training, as well as supply ordering
Education
Some college -
High school diploma or GED -
Skills
- Customer service
- Data entry
- Microsoft Office
Assessments
- Principles of accounting — Proficient January2022 Preparing financial records according to federal policies Full results: Proficient
- Basic computer skills — Proficient June2022 Performing basic computer operations and troubleshooting common problems Full results: Proficient
- Technical support: Customer situations — Proficient January2022 Responding to technical support situations with sensitivity Full results: Proficient
- Outside sales — Proficient December2022 Understanding and responding appropriately in sales scenarios, and performing common sales calculations Full results: Proficient
- Supervisory skills: Motivating & assessing employees — Proficient January2022 Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
- Bookkeeping — Proficient January2022 Calculating and determining the accuracy of financial data Full results: Proficient
- Written communication — Proficient June2022 Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
- Attention to detail — Proficient December2022 Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient
- Call center customer service — Proficient June2022 Demonstrating customer service skills in a call center setting Full results: Proficient
- Customer focus & orientation — Proficient January2022 Responding to customer situations with sensitivity Full results: Proficient
- Warehouse shift leader — Proficient June2022 Supervising warehouse staff and maintaining safety and security standards Full results: Proficient
Timeline
Executive Customer Relations Agent T2
Amazon
05.2023 - Current
Digital D2AS T3 Agent
Amazon
01.2023 - 04.2023
PXT HR-Acting role
Amazon
10.2021 - 12.2022
Training Team Assistant
Amazon
04.2021 - 10.2021
Virtual Customer Service Associate
Amazon
04.2019 - 04.2021
Caregiver
Right At Home
11.2018 - Current
Virtual Customer Service
Sykes
07.2017 - 06.2019
Customer Service Specialist
Sykes
07.2017 - 06.2018
Dental Assistant
Dr. Otis Kirby, DMD
08.2015 - 12.2016