Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derek Jones

Baltimore,MD

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Service Experience Specialist

Nordstrom
Baltimore, MD
01.2022 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Meet and maintain all sale/membership goals.
  • Operated POS system to itemize and complete average of 200 customer purchases.

Property Manager

Morgan Properties
Baltimore, MD
08.2020 - 01.2022
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Verified income, assets and expenses and completed file tracking sheet for each applicant.
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
  • Handled disciplinary actions, performance appraisals and terminations of company staff.
  • Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
  • Developed, reviewed and submitted property operating and capital budgets.
  • Developed and executed plan to achieve and maintain 98% or better rate of occupancy.
  • Assisted with the sale of a 33million dollar property
  • Decreased operating costs 15% by implementing cost control procedures.
  • Boosted occupancy 25% by leveraging market knowledge and successful promotional strategies.

Service Experience Manager

Nordstrom
Washington , DC
04.2017 - 06.2020
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Effectively supervised staff of 60 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained and developed personnel to improve safety, employee relations and resolve violence in the workplace issues.
  • Evaluated employee performance on a quar basis and conveyed constructive feedback to improve skills.
  • Maintained financial accuracy when handling over $100,000 in revenue each day.
  • Entered data into Workday system, implementing tight safeguards to secure financial and personal information.
  • Improved staff morale and reduced employee turnover by 35%.

Area Loss Prevention Manager

Nordstrom
Washington , DC
03.2013 - 08.2017
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible and directing shoppers to safety.
  • Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
  • Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
  • Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
  • Headed safety and loss prevention programs by guiding staff.
  • Supported audits, shortage control initiatives, apprehensions and disposition by preparing and reviewing associated paperwork.
  • Delivered training to all new executives and asset protection personnel, both one-on-one and in group settings.
  • Developed and launched on-site client training seminars to foster understanding and implementation of loss control strategies.
  • Installed covert surveillance such as CCTV and HIRSH Systems.
  • Hire and retain top talent

Call Center Customer Service Representative

Nordstrom
Towson, MD
09.2008 - 08.2013
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered over 150 calls per shift to meet fast-paced call center demands.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

In Progress - Business

CCBC
Baltimore, MD

HS Diploma - Criminal Justice

Baltimore Freedom Academy
Baltimore, MD
01.2008

Skills

  • Customer Retention Strategies
  • Efficient and Detail-Oriented
  • Customer Experience
  • Call Documentation
  • Orienting New Employees
  • Team Goals
  • Conflict Resolution Techniques
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Policy and Procedure Adherence
  • Excellent Attention to Detail
  • Document and Records Management

Timeline

Service Experience Specialist

Nordstrom
01.2022 - Current

Property Manager

Morgan Properties
08.2020 - 01.2022

Service Experience Manager

Nordstrom
04.2017 - 06.2020

Area Loss Prevention Manager

Nordstrom
03.2013 - 08.2017

Call Center Customer Service Representative

Nordstrom
09.2008 - 08.2013

In Progress - Business

CCBC

HS Diploma - Criminal Justice

Baltimore Freedom Academy

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Derek Jones