Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Demesvar Jones

Quincy,MA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Also have experience in a lot of areas.

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Overview

24
years of professional experience
1
Certification

Work History

FedEx Ground
Quincy, MA

Package Handler
06.2023 - Current

Job overview

  • Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
  • Inspected packages for damages or defects and recorded any issues found.
  • Organized packages according to type, size, destination, and other specifications.
  • Checked all outgoing shipments to ensure accuracy of contents.
  • Stacked boxes onto pallets in an efficient manner.
  • Followed safety procedures when operating heavy machinery such as forklifts and pallet jacks.
  • Transported parcels between loading docks, delivery vehicles, and post office facilities.
  • Managed inventory levels by tracking incoming and outgoing packages.
  • Labeled parcels accurately according to company guidelines.
  • Provided assistance to customers with special shipping needs such as oversized items or fragile cargo.
  • Utilized computer systems for tracking orders, printing labels, and preparing reports.

ACS Services
Quincy, MA

Hood Technician
09.2020 - Current

Job overview

  • Performed preventive maintenance on hood systems, including filters, fans and exhaust ducts.
  • Inspected fire suppression systems to ensure proper functioning according to safety regulations.
  • Assisted in the installation of new hood systems, ensuring that all components were properly connected and sealed.
  • Cleaned and polished stainless steel surfaces of kitchen hoods.
  • Maintained records of all inspections, repairs and maintenance performed on kitchen hoods.
  • Completed detailed reports on each job site detailing work performed and any issues found during inspection process.
  • Identified needs of customers promptly and efficiently.
  • Cleaned and sanitized kitchen exhaust hoods, ductwork, and fan assemblies in accordance with established standards.
  • Inspected for grease buildup and removed any excess grease from the hoods and filters.
  • Replaced existing filters with new ones when necessary to maintain safety standards.
  • Used power washers to clean the exterior of kitchen exhaust systems.
  • Conducted routine inspections of access panels and doors to ensure proper functioning.
  • Tested fire suppression systems for proper operation after each cleaning procedure.
  • Assisted other members of the team when needed by providing additional support or advice.

T-Mobile
Waterville, ME

Call Center Representative
01.2023 - 06.2027

Job overview

  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.

One Call Ventilation
Randolph, MA

Crew Leader
06.2017 - 03.2019

Job overview

  • Cleaning of commercial kitchen exhaust systems (Filters, Hoods, Ducts, and Fans)
  • Polishing stainless steel Kitchen detail work Installation of Fire Rated Access Doors, Fan Hinge Kits, and Grease Containment Systems
  • Monitored and evaluated performance of crew members, providing feedback and coaching as needed.
  • Trained new hires on job duties, safety protocols, and company policies.
  • Ensured compliance with all health and safety regulations.
  • Inspected equipment for proper operation before use by crew members.
  • Supervised the use of chemicals, materials, and equipment for cleaning and maintenance purposes.
  • Directed team of 10-15 crew members in daily operations and assigned tasks.

Advantage Hood Cleaning
Hanover, MA

Hood Cleaning Technician /Crew Leader
10.2015 - 05.2018

Job overview

  • Power wash commercial kitchen exhaust systems to include hoods, duct work, filters and exhaust fans per company and industry standards while protecting customers' facility and equipment
  • Meet the cleaning standards as outlined in NFPA 96
  • Report results of work completed as well as pictures in an accurate and timely manner
  • Protect and maintain company equipment
  • Work in a safe manner as outlined by company safety procedures including driver safety, personal protective equipment, and lockout/tag-out policies
  • Maintained a clean and safe working environment for staff members.
  • Cleaned and sanitized kitchen exhaust hoods, ductwork, and fan assemblies in accordance with established standards.
  • Inspected for grease buildup and removed any excess grease from the hoods and filters.
  • Replaced existing filters with new ones when necessary to maintain safety standards.
  • Used power washers to clean the exterior of kitchen exhaust systems.
  • Transported materials, equipment or supplies to or from work areas.

A. H. Harris & Sons, Incorporated
South Boston, MA

Material Handler / Forklift Operator
01.2013 - 10.2015

Job overview

  • Safely loads, unloads, moves and stacks product using a forklift or other material handling equipment
  • Properly utilizes a warehouse management system and maintains appropriate work documents
  • Safely picks, wraps, counts, weights, inventories or tags products and materials
  • Safely loads outbound freight; receives inbound loads
  • Properly inspects trailers prior to loading or unloading freight
  • Maintains cleanliness of work area
  • Assists other employees in the performance of their assigned duties when necessary
  • Received and distributed incoming materials to designated areas.
  • Inspected materials for any damages or defects upon receipt.
  • Maintained accurate inventory records of all received items.
  • Organized warehouse shelves, racks, and bins for proper storage of materials.
  • Operated forklift in a safe manner to move large shipments within the facility.

Friendly's
Quincy, MA

Customer Service /Server Shift Leader
01.2008 - 11.2010

Job overview

  • Prevented store losses using awareness, attention to detail and integrity
  • Achieved high sales percentage with consultative, value-focused customer service approach
  • Managed quality communication, customer support and product representation for each client
  • Answered customer's questions and addressed problems and complaints in person and via phone
  • Opened and closed the store, which included counting cash drawers and making deposits
  • Provided leadership to servers and other restaurant staff members by setting an example of excellent service.
  • Monitored inventory levels and ordered supplies as needed.
  • Assigned tasks to servers to ensure efficient operations during peak business hours.
  • Tracked daily sales figures and reported them to management on a regular basis.
  • Assisted with training new servers on company policies and procedures as well as proper food handling techniques.
  • Conducted weekly meetings with servers to discuss issues related to customer service delivery or operational efficiency.
  • Scheduled shifts for servers based on their availability and current workloads.
  • Developed strategies for improving customer service standards within the restaurant.

T-Mobile
Oakland, ME

CSR - Customer Service Representative
01.2003 - 06.2007

Job overview

  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Provided accurate and appropriate information in response to customer inquiries
  • Build customer loyalty by placing follow-up calls for customers who reported product issues
  • Addressed customer service inquiries in a timely and accurate fashion

Education

Everest university online
Orlando, FL

Associate Degree from Business Administration and Management
06.2014

University Overview

Colorado Technical University online
Colorado Springs, CO

Associate from Business adm and business management
05.2005

University Overview

Waterville High school
Waterville, ME

High school diploma from Core classes

University Overview

Skills

  • Excel
  • Forklift
  • Load & Unload
  • Materials Handling
  • Order Picking
  • Pallet Jack
  • Warehouse Experience
  • Shipping & Receiving
  • Commercial Cleaning
  • Landscape maintenance
  • Warehouse distribution
  • Basic math
  • Freigh
  • Customer service
  • HVAC
  • Forklift Operation
  • Packaging
  • Package scanning
  • Packing boxes
  • Inventory control procedures
  • Truck loading and unloading
  • Housekeeping
  • Quality Assurance
  • Chemical Handling
  • Sweeping and Mopping
  • Safe cleaning with chemicals
  • Customer Service
  • Data Entry
  • Technical Support
  • Complaint resolution
  • Call Control
  • Payment Processing
  • Account Management
  • Problem-solving skills
  • Providing customer support
  • Resolving issues
  • Verbal and written communication
  • Professional phone voice
  • Answering questions
  • Call control skills
  • Call Center Customer Service
  • Technical Troubleshooting
  • Inbound Phone Call Management
  • Call Center Operations
  • Customer Support
  • Account Management
  • Housekeeping
  • Lawn care
  • Shipping and receiving
  • Package loading
  • Material Handling
  • Client Service

Certification

  • Massachusetts Hood Cleaning License, 05/01/20, 05/01/23
  • Boston Hood Cleaning License, 08/01/15, 08/01/20
  • Forklift Certification, 08/01/21, Present
  • EPA Universal Certification
  • OSHA 10
  • Pellet Jack
  • Picking and Packing
  • Wharehouse Basics

Timeline

Package Handler
FedEx Ground
06.2023 - Current
Call Center Representative
T-Mobile
01.2023 - 06.2027
Hood Technician
ACS Services
09.2020 - Current
Crew Leader
One Call Ventilation
06.2017 - 03.2019
Hood Cleaning Technician /Crew Leader
Advantage Hood Cleaning
10.2015 - 05.2018
Material Handler / Forklift Operator
A. H. Harris & Sons, Incorporated
01.2013 - 10.2015
Customer Service /Server Shift Leader
Friendly's
01.2008 - 11.2010
CSR - Customer Service Representative
T-Mobile
01.2003 - 06.2007
Everest university online
Associate Degree from Business Administration and Management
Colorado Technical University online
Associate from Business adm and business management
Waterville High school
High school diploma from Core classes
Demesvar Jones