Don Jones
Indianapolis,IN
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
7
7
years of professional experience
Work History
Remote Technical Support Specialist
Teleperformance USA
07.2023 - 01.2024
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
Remote Customer Service Representative
Verida
09.2022 - 06.2023
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Work From Home Customer Service Agent
Lowes
10.2020 - 09.2022
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement
- Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time.
Customer Service Representative
People Ready
11.2019 - 10.2020
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone)
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
Customer Service Associate
Paschal's Restaurant
03.2017 - 11.2019
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Associates Degree - Business Finance
Morehouse College
01.2016
High school diploma -
Merillville High School
01.2016
Skills
- Complaint resolution
- Creative problem solving
- Account management
- Professional telephone demeanor
- POS systems expert
- Multi-line phone talent
- Order fulfillment
- CRM
- Technical Support
- Typing 45 wpm
- Call center operations
- CallSelect communication systems
- Call decisioning
- Documentation
- Customer-focused
- Skilled in client experience management, customer satisfaction surveys, and problem-solving
- Entrepreneurial spirit, always seeking new opportunities and challenges to tackle
- Comfortable, focused, and organized in fast-paced, high-output environments
- Strong communication, analytical, and marketing skills, with the ability to work in various platforms/systems
- Incident Management
- VoIP Support
- Customer Support
- Quality Assurance
- Problem Resolution
- Mobile Device Support
- Software Installation
- Data Backup and Recovery
- Wireless Networking
- Remote Desktop Management
- Database Management
- Advanced Troubleshooting
- Report Generation
- Paperwork Processing
- Account Updating
- Product Knowledge
- Data Entry
- Scheduling
- Information Security
- Appointment Scheduling
- Complaint Resolution
Timeline
Remote Technical Support Specialist
Teleperformance USA
07.2023 - 01.2024
Remote Customer Service Representative
Verida
09.2022 - 06.2023
Work From Home Customer Service Agent
Lowes
10.2020 - 09.2022
Customer Service Representative
People Ready
11.2019 - 10.2020
Customer Service Associate
Paschal's Restaurant
03.2017 - 11.2019
Associates Degree - Business Finance
Morehouse College
High school diploma -
Merillville High School