Timeka Jones
Sellers,SC
Summary
Proactive customer specialist with a proven track record of delivering exceptional support services and effectively resolving customer complaints. Skilled in utilizing support software and implementing de-escalation techniques to ensure positive outcomes. Proficient in managing multi-line phone systems, processing orders, and maintaining accurate documentation to streamline operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Randstad WFH
08.2024 - Current
- Customer Representative Specialist, 8/2024 to Present. Respond to inbound client inquiries via phone, assisting with investment accounts, processing transactions, and resolving account-related issues with professionalism. Provide guidance on various account types, such as IRAs, individual accounts, and trusts, ensuring compliance with applicable rules and regulations. Use a consultative approach to position products and services that meet client needs, documenting all interactions thoroughly in case notes. Execute administrative tasks associated with client requests, ensuring follow-up actions are completed accurately and efficiently. Participate in training and professional development opportunities to remain knowledgeable about financial products and services.
Quality Specialist
Harbor Freight
Dillon, SC
05.2023 - 08.2024
- Aided in receiving and unloading shipments, verifying quantities and quality. Maintained lean and organized warehouse spaces to ensure a safe working environment. Utilized warehouse management software to track inventory and order status. Trained new employees on warehouse procedures and equipment operation. Improved inventory accuracy by implementing a new labeling system.
Customer Specialist
Assurant Specialty Property
Florence, SC
10.2020 - 12.2022
- Customer Representative Specialist, 10/2020 to 12/2022 Assurant Specialty Property - Florence, Work is performed 100% remotely. Handle average of 90 inbound calls from customers per day by researching and resolving loan-level inquiries in hazard insurance, mortgage banking and property loss. Manage high call volume with tact and professionalism. Defuse volatile caller situations calmly and courteously. Improve call center functionality and service capacity by resolving caller complaints efficiently and quickly. Demonstrating mastery of a call script within specified time frame. Surpassing performance goals by approaching all interactions with resourcefulness, organization and customer-centered solutions.
Shift Leader
Bojangles
Aynor, SC
10.2013 - 08.2021
- Shift Leader, 10/2013 to 8/2021 Bojangles- Assign duties or work schedules to employees for adequate shift coverage. Train staff on latest policies and procedures. Assist staff with their job functions to ensure optimum service to guests Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Foster and promote a cooperative working climate, maximizing productivity and employee morale. Deliver exceptional level of assistance to each guest by listening to concerns and answering questions.
Unload Associate
WAL-MART ASSOCIATES INC
North Myrtle Beach, SC
11.2014 - 03.2016
- Unload incoming trucks. Keep track of incoming inventory. Assist with warehouse picking and loading outgoing trucks as needed. Use a forklift or pallet jack to transport large items. Check for correct labeling.
Cashier Manager
Burger King
Mullins, SC
06.2009 - 10.2013
- Recruiting, training, and managing food service employees. Scheduling employee work hours to ensure that all shifts are adequately covered. Completing payroll and maintaining employment records. Ensuring that customers are served quality food in a timely manner. Regularly inspecting all work areas to ensure compliance with food health and safety regulations. Taking inventory of food supplies and other consumables, ordering necessary supplies as needed, and receiving deliveries. Accurately tallying all cash and charge slips. Reviewing sales records to determine which menu items are most profitable. Arranging cleaning and maintenance services including trash removal, pest control, deep cleaning, and equipment maintenance, as needed. Switching off all lights and enabling the alarm system at the close of business.
Education
Bachelor's degree - Business Administration
Columbia Southern University
Associate's degree - Associate Of Arts
Florence Darlington Technical College
FlorenceHigh School Diploma - High school diploma
Lake View High School
Lake ViewSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Dispute resolution
- Multi-line phone talent
- Sales expertise
- Assertiveness
Certification
- Medical terminology
- 04/2021 Certified Medical Administrative Assistant Florence Darlington Technical college
Ability Summary
Strong dedication to helping callers solve their issues and cultivating a positive image of the company. Excel both in team environments and alone. Listen attentively. Work quickly and efficiently. Create a professional relationship with the caller.
Timeline
Customer Service Representative
Randstad WFH
08.2024 - Current
Quality Specialist
Harbor Freight
05.2023 - 08.2024
Customer Specialist
Assurant Specialty Property
10.2020 - 12.2022
Unload Associate
WAL-MART ASSOCIATES INC
11.2014 - 03.2016
Shift Leader
Bojangles
10.2013 - 08.2021
Cashier Manager
Burger King
06.2009 - 10.2013
Bachelor's degree - Business Administration
Columbia Southern University
Associate's degree - Associate Of Arts
Florence Darlington Technical College
High School Diploma - High school diploma
Lake View High School