Dainajah Jones
Killeen,Texas
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
Affirm
11.2022 - 06.2023
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Assessed customer service data to identify and address improvement opportunities.
- Led customer service projects to address and achieve key business objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained staff on operating procedures and company services.
IT Support Specialist
Apple
01.2022 - 10.2022
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Updated software to safeguard against security flaws.
- Answered questions and provided information to customers about new software or hardware.
Collections Agent
MRS Associates
03.2020 - 12.2021
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Work-at-home-agent
Concentrix
01.2019 - 03.2020
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Contributed ideas, decision-making skills and good judgment to achieve objectives.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
Education
Computer And Information Sciences
ComputerTraining.edu
Hunt Valley, MD01.2017
High School Diploma -
Abbeville High School
Abbeville, AL05.2016
Skills
- Issue and Complaint Resolution
- Customer Service and Assistance
- Employee Performance Reviews
- Administrative and Office Support
- Product Knowledge
- Product Merchandising
- Employee Management
- Email Communication
- Keyboard Entry
- Filing
- Advanced MS Office Suite Knowledge
- 10-Key Certification
Certification
- MCAS - Microsoft Certified Application Specialist
- Sales Essentials Certificate
Timeline
Customer Service Representative Team Lead
Affirm
11.2022 - 06.2023
IT Support Specialist
Apple
01.2022 - 10.2022
Collections Agent
MRS Associates
03.2020 - 12.2021
Work-at-home-agent
Concentrix
01.2019 - 03.2020
Computer And Information Sciences
ComputerTraining.edu
High School Diploma -
Abbeville High School
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