DARRYL T JONES JR
Buford,GA
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Director
Pure Home
02.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and misses.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Increased customer satisfaction rates by implementing new training programs for customer service representatives.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Established clear communication channels within the department, fostering a positive work environment that encouraged collaboration and innovation.
Licensed Massage Therapist
Infinity Floating
01.2023 - 08.2023
- Assessed clients to determine appropriate massage techniques to apply.
- Communicated with clients to discuss medical history, lifestyle and massage treatment goals.
- Advised clients on lifestyle changes to improve alignment, posture, and gait for better long-term wellness.
- Maintained clean and professional massage therapy environment with stringent adherence to sanitization protocols.
- Assessed clients carefully to determine massage needs and potential problems due to individual physical conditions.
- Analyzed postural assessments and range of motion.
- Provided treatment for medical conditions and injuries through therapeutic massage.
- Administered Swedish, deep tissue and sports massage techniques.
- Developed knowledge of anatomy, physiology and pathology to supplement massage training.
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session.
- Advised clients on areas such as posture, at-home exercises and stretches.
Sales Manager
Pure Home
01.2020 - 02.2023
- Handled customer relations issues, enabling quick resolution and client satisfaction increasing customer satisfaction by 38 percent.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
- Coached 12 employees in successful selling methods and encouraged cross-selling to drive revenue
- Grew sales and boosted profits by 1.2million dollars annually, applying proactive management strategies and enhancing sales training
- Managed order cycle to enhance business development and maintain sustainability and customer satisfaction
- Produced over 1000 contracts, reports, letters, and proposals for clients
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Medical Technician
United States Air Force, USAF
01.2014 - 01.2020
- Provided direct patient care and Patient Centered Medical Home (PCMH) operations for 17,800 beneficiaries; booked and validated appointments, requested medical tests, and set up and assisted with minor procedures.
- Answered patient phone calls and inquiries to determine what appointment / care was needed enabling 3,200 clinic visits and 6,300 telephone consults for 1,150 enrollees annually which saved $151K for the organization
- Spearheaded the online patient program by registering patients online reducing appointments and increasing enrollment by 24%
- Reinforced Healthcare Effectiveness Data and Information Set (HEDIS) by auditing standards and tracked 174 diabetic patient care and records resulting in rated 2nd in the medical organization
- Coordinated emergency services for 3 critical patients, initiating emergency protocols as Rapid Response team member; averted loss of lives
- Updated and maintained personnel roster of 60 employees utilizing database and Microsoft Excel; provided leadership with monthly updates which increased readiness posture and 100% accountability
- Selected by senior leadership to brief project and facility upgrades to executive headquarters leaders and staff
- Trained new personnel in daily operations, cleaning procedures, and inventory control, resulted in 100% mastery of skills
- Averaged 50+ hours of work weekly.
Education
MBA - Human Resources Management
Saint Leo University
Saint Leo, FL12.2024
Bachelor Of Arts - Sociology Specialization Diversity And Inequality
Saint Leo University
Saint Leo, Fl05.2023
Personal Training
University of Health And Performance
25200 Ranch Road, Gentry, Arkansas05.2023
LMT - Massage Therapy
Georgia Massage School
Suwanee, GA12.2022
Associates - Nursing
Community College of The Air Force
Montgomery, AL05.2019
Associate of Applied Science -
Saint Leo University
Saint Leo, FL05.2019
Skills
- Coaching and Mentoring
- Goals and Performance
- Time Management
- Product and Service Management
- High-Pressure Environments
- Staff Management
- Process Improvement Strategies
- Staff Training
- Escalation management
- Policy Enforcement
- Brand representation
- Complaint Handling
- Remote Team Management
- Customer satisfaction measurement
- Empathy Development
- CRM software proficiency
- Call Center Management
- Customer Relationship Management
Certification
• LMT - License No. MT014371
• ISSA Certified Personal Trainer
• Mental Health Coach
• AED Certified Exp:2025
•CPR Certified Exp:2025
Timeline
Customer Service Director
Pure Home
02.2023 - Current
Licensed Massage Therapist
Infinity Floating
01.2023 - 08.2023
Sales Manager
Pure Home
01.2020 - 02.2023
Medical Technician
United States Air Force, USAF
01.2014 - 01.2020
MBA - Human Resources Management
Saint Leo University
Bachelor Of Arts - Sociology Specialization Diversity And Inequality
Saint Leo University
Personal Training
University of Health And Performance
LMT - Massage Therapy
Georgia Massage School
Associates - Nursing
Community College of The Air Force
Associate of Applied Science -
Saint Leo University