David Jones
Bolingbrook,IL
Summary
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
33
33
years of professional experience
Work History
Customer Service Representative
AT&T
04.2001 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided.
General Manger
Jennifer Convertibles
08.1998 - 03.2001
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Manager
John G. Shedd Aquarium
11.1990 - 08.1998
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
No Degree - Elementary Education
Chicago State University
Chicago, ILNo Degree - Premedicine
University of Illinois At Chicago
Chicago, ILSkills
- Account Management
- Customer Relations
- Active Listening
- Order Fulfillment
- Sales Expertise
- Staff Training
- Customer Service
- Senior Leadership Support
- Critical Thinking
- Managing Multiple Tasks
- Data Evaluation
- Call Center Operations
Timeline
Customer Service Representative
AT&T
04.2001 - Current
General Manger
Jennifer Convertibles
08.1998 - 03.2001
Manager
John G. Shedd Aquarium
11.1990 - 08.1998
No Degree - Elementary Education
Chicago State University
No Degree - Premedicine
University of Illinois At Chicago