Summary
Overview
Work History
Education
Skills
Timeline
Generic

HAILEY JONES

Longs,SC

Summary

Dynamic Customer Service Representative successful in supporting customers in busy call centers, practicing active listening skills to determine customer needs. Professionally represents brand during all interactions, with commitment to customer service and desire to build relationships. Excels in building customer loyalty and retention. Resolves complex problems, using tact and diplomacy. Helpful and enthusiastic Member Services Representative skilled at building rapport with diverse customers. Answer account questions and resolve issues to maximize sales opportunities. Specialist in credit union operations, product promotion, and service offerings. Energetic customer service professional eager to deliver positive, memorable experience to every customer. Consistently exceed expectations with strong time management and multitasking abilities. Quick learner and hard worker with natural sales talents.

Overview

11
11
years of professional experience

Work History

Dispatcher

ARS Rescue Rooter
06.2024 - Current
  • Coordinated emergency response efforts, ensuring timely dispatch of resources to critical situations.
  • Managed communication between field personnel and control center, enhancing information flow and operational efficiency.
  • Monitored vehicle locations using GPS systems, optimizing route planning for reduced response times.
  • Developed and maintained accurate records of dispatch activities, ensuring compliance with regulatory standards.
  • Trained new dispatchers on protocols and software systems, fostering a knowledgeable team environment.
  • Oversaw daily operations, implementing process improvements that enhanced service delivery quality.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of 26 fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
  • Answered phone calls and responded to customer emails.
  • Scheduled and organized delivery routes.
  • Assisted in resolving customer complaints and grievances.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Received new orders, prepared documentation, and assigned personnel.
  • Provided customers with information on products and services.
  • Utilized customer feedback to improve customer service.

CSR/Customer Service Team Lead

Everise/ Second Line of Business
02.2021 - 06.2021
  • Received inbound calls to schedule vaccines
  • Assisted with escalation calls where customers want to speak to supervisors
  • Assisted other agents in finding answer for customers in the script
  • Created spread sheets to keep up with agents attendance, Deltek, tracked tech issues, kept up with attendance points, etc.
  • Created power points to share with our team as well as other teams to help deal with customer service, rude customers, teamwork, etc.
  • Completed a Leadership Program to help me get ready to become a supervisor.
  • Created Kahoot games to help agents get familiar with the scripts
  • Became a team lead / Junior Su

CSR/SME

Agero/ Everise First Line of Business
09.2020 - 02.2021
  • Received inbound calls for Roadside and Spike
  • Assisted with setting up tows for Roadside calls
  • Setup new cases for accident scenes and secondary tows
  • Added notes for agents and discussed information with each case
  • Called and got break down of charges for cases
  • Called to make sure vehicles had been delivered to destinations
  • Assisted in making sure customers, agents, and Service providers had the information that they needed to make everything run smoother
  • Assisted in helping other agents fix problems with their systems
  • Assisted in Helping with approvals for other agents
  • Answering any questions customers, clients, service providers, and other agents had

On Site Secitary

Pads Backhoe Service Runner
07.2019 - 09.2020
  • Handled all of the orders for Supplies need on the job, Oil, Fuel, and hoses etc
  • Receivedt daily tickets from drivers and keep a log sheet for each ticket
  • Made sure of where each driver was at all times
  • At the end of every week I turned in all tickets and receipt purchases to book keeper

CSR

Blanton Building Supplies of Little River
12.2016 - 07.2019
  • Assisted customers with store and product complaints.
  • Maintained adequate cash supply in cash drawers at check out station
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
  • Balance daily monies and invoices
  • Post Payments
  • Make Notes of Special Orders
  • Setting up New Cash Accounts
  • Daily deposits
  • Greeting Customers
  • Answer multi line phones

CSR

Lowes
03.2016 - 10.2016
  • Organized the store by returning all merchandise to its proper place.
  • Assisted customers with store and product complaints.
  • Maintained adequate cash supply in cash drawers in multiple checkout stations.
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.

Caretaker

Work From Home
01.2015 - 03.2016
  • When my Grandmothers fell ill I stopped working to care for their daily needs. I cook, clean, drive them to/from doctor's appointments and give them their medication(s) as needed.
  • June 2007 to January Present
  • Griffins IGA Head Cashier Wampee, South Carolina
  • Performed store opening duties- including counting cash drawers and checking all equipment for proper functioning.
  • Organized the store by returning all merchandise to its proper place.
  • Assisted customers with store and product complaints.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Trained 3 new employees quarterly.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Worked as a team member performing cashier duties, product assistance and cleaning.
  • Expressed appreciation and invited customers to return to the store.
  • Managed quality communication, customer support and product representation for each client.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Accurately logged all daily shipping and receiving orders.
  • Managed cash stock and inventory balances accurately.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Communicated all merchandise needs or issues to appropriate supervisors.
  • Stocked and rotated inventory regularly.
  • Replenished merchandise shelves with items from the stockroom.
  • I was also trained in different areas within the store such as the Meat and the Produce departments. In these departments, I was trained in ordering and how to properly display the sale items

Education

High School Diploma - General Education

North Myrtle Beach High School
Little River, SC
06.2008

Skills

  • Customer service excellence
  • Report generation
  • Shipping and receiving understanding
  • Sales transactions
  • Product knowledge
  • Brand representation
  • Product education
  • Sales closing
  • Problem resolution
  • Data entry
  • Retail marketing
  • Data management
  • Inbound call answering
  • Organization and recordkeeping
  • Merchandise upselling
  • Investigate claims
  • Customer relations
  • Order processing
  • Estimating
  • Refunds processing
  • Service upselling
  • Customer needs assessments
  • Customer service
  • Active listening
  • Decision-making
  • Dispatch software
  • Time management
  • Dispatching procedures
  • Prioritizing calls
  • Problem-solving
  • Dispatching field personnel

Timeline

Dispatcher

ARS Rescue Rooter
06.2024 - Current

CSR/Customer Service Team Lead

Everise/ Second Line of Business
02.2021 - 06.2021

CSR/SME

Agero/ Everise First Line of Business
09.2020 - 02.2021

On Site Secitary

Pads Backhoe Service Runner
07.2019 - 09.2020

CSR

Blanton Building Supplies of Little River
12.2016 - 07.2019

CSR

Lowes
03.2016 - 10.2016

Caretaker

Work From Home
01.2015 - 03.2016

High School Diploma - General Education

North Myrtle Beach High School

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HAILEY JONES