Corey Jones
Piscataway
Summary
Accomplished, passionate, and experienced customer service specialist with a proven track record of achieving exceptional customer satisfaction and driving revenue growth through strategic upselling. Skilled in efficiently managing various aspects of promotional events, including ticketing operations and technical support, while maintaining a client-centric focus. Adept at navigating diverse communication channels to address inquiries and resolve issues related to SaaS products. Possesses a strong foundation in mass communication with a minor in philosophy, complementing practical experience in both customer service and event management.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
PVH Corp. (Tommy Hilfiger, Calvin Klein and Speedo USA)
Bridgewater
01.2017 - 03.2020
- Attained 99% customer satisfaction by surpassing expectations and fulfilling requests.
- Drove sales growth through strategic upselling, leading to a significant revenue increase.
- Proactively handled over 20 daily customer refunds, reducing service cases by 20%.
- Orchestrated flawless shipping operations, achieving a 98% on-time delivery rate through effective carrier collaboration.
- Leveraged mastery of SaaS products to enhance user support, achieving a 20% reduction in response times.
- Resolved over 100 customer-reported technical issues monthly, boosting satisfaction ratings by 20% through step-by-step guidance.
- Engaged with over 200 customers weekly through email, chat, and phone, effectively resolving 95% of inquiries related to our SaaS products.
- Took time to focus on health and launched a creative business, managing operations and growing both client base and revenue.
Promotional Assistant
Emmis Communications (101.9RXP) The New York Rock Experience, (WQHT 97.1) HOT 97 and (98.7 KISSFM)
New York City
01.2007 - 01.2011
- Managed ticketing operations for live entertainment events, increased ticket sales by 20% and improved customer experience using strategic insights
- Oversaw a diverse portfolio of 20+ promotional events, consistently surpassed sales targets by 20%
- Used ticketing technology trends to increase client satisfaction by 20% through effective tool utilization
- Conducted thorough competitive research, resulting in a notable 25% boost in event attendance, while maintaining meticulous attention to detail in ticketing processes.
- Fostered strong communication and collaboration, enhancing team cohesion and client satisfaction by 20% in challenging projects.
- Leveraged data analysis to implement solutions that reduced operational costs by 15%.
- Championed client needs, resulting in a 15% increase in satisfaction scores while aligning with business goals.
- Spearheaded knowledge sharing initiatives, enhancing team collaboration and boosting project efficiency by 30%.
- Facilitated 15+ client engagements, resulting in a 20% increase in client satisfaction through proactive travel accommodations.
- Facilitated smooth registration and check-in for over 500 attendees, enhancing customer satisfaction by 20%.
- Set up and maintained audio-visual equipment for more than 50 events, ensuring high-quality sound and visuals with continued audience satisfaction
- Executed lighting and staging for over 20 events, enhancing immersive atmospheres and engaging 500+ attendees.
- Coordinated with event planners to enhance operational efficiency, achieving a 15% increase in customer satisfaction ratings.
- Resolved 95% of technical issues on-site within 24 hours, enhancing customer satisfaction and operational efficiency.
- Led the team in completing 95% of urgent deadlines, demonstrating strong leadership and effective problem-solving under pressure
- Utilized communication skills and competitive research to effectively engage listeners, thereby boosting station visibility across 101.9RXP, HOT 97, and 98.7 KISSFM before the station's acquisition and team furlough
Education
Bachelor of Arts - Mass Communication, Minor in Philosophy
Delaware State University
Skills
Exceptional Communication, Competitive Research, Special Effects Management, Strategic Upselling, Proactive Refund Handling, Meticulous Attention to Detail, Operational Smoothness, Exceptional Collaboration, Technical Troubleshooting, Flawless Shipping Operations, Analytical Problem Solving, Effective Carrier Collaboration, On-Site Support, Client-Centric Advocacy, Deadline Thriving, Multichannel Interaction, Knowledge Sharing, Mass Communication, Precise Technical Assistance, Flexibility in Travel, Seamless Customer Experiences, Philosophical Understanding, Critical Thinking, Customer Relationship Management, Salesforce, Full Desk Recruiting
Timeline
Customer Service Specialist
PVH Corp. (Tommy Hilfiger, Calvin Klein and Speedo USA)
01.2017 - 03.2020
Promotional Assistant
Emmis Communications (101.9RXP) The New York Rock Experience, (WQHT 97.1) HOT 97 and (98.7 KISSFM)
01.2007 - 01.2011
Bachelor of Arts - Mass Communication, Minor in Philosophy
Delaware State University