Heather Jones
Customer Service
Chickasaw,United States
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
American Red Cross
03.2019 - Current
- Representative accustomed to working independently and collaboratively in direct response to customer care and support requirements
- Strong ability to communicate and maintain accurate records
- Talented at documenting detailed caller interactions to record for tracking and smooth future communication
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Brand representation
- Utilized customer service software to manage interactions and track customer satisfaction.
- Refunds processing
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
CUSTOMER SERVICE REPRESENTATIVE
TTEC
09.2017 - 03.2019
- Provided expert service by communicating information to customers and following up on promises
- Documented detailed notes in CRM system to track customer interactions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Utilized systems such as Salesforce to help customers
- Consistently met identified team and client performance metrics, goals, and deadlines
- Provided help desk assistance to my team
- Addressed customer concerns and complaints, resolving issues quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Team Leader
The Maids
12.2017 - 05.2018
- Conducted orientation training and in-service training for onboarding employees to demonstrate use of cleaning equipment and explain work policies and procedures
- Inspected work performed by 3-5 teammates for adherence to specifications and established standards
- Responded appropriately to customer's special cleaning requests
- Immediately reported found items to management to get them back to rightful owners
- Met quality and efficiency metrics consistently and reduced cleaning time from 60 minutes to 30 minutes while strictly maintaining standards and guidelines
- Demonstrated appropriate and safe use of tools and chemicals
- Reported any maintenance concerns for repairs on homes or common areas to supervisor.
Shift Manager
McDonald's
02.2007 - 07.2015
- Coordinated work handoffs and schedules with other Shift
- Managers
- Analyzed productivity reports to manage overall performance
- Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered
- Developed and maintained effective working relationships with team members, management, and customers to boost company
- Trained and mentored new employees to maximize team performance.
- Excelled in every store position and regularly backed up front-line staff.
- Assisted General Manager in administering policies and practices in areas such as human resources, compliance, safety, and quality assurance
- Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management
- Tracked labor, sales, and inventory and managed operations to maximize returns
- Supervised staff, including development of team leaders to improve team management.
Volunteer
American Red Cross
10.2016 - 01.2017
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Used strong interpersonal communication skills to convey information to others.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Represented organization positively and professionally while providing community with much-needed services.
Education
High School Diploma -
Citronelle High School
Citronelle, AL05.2008
Skills
- Team Development
- Schedule Mastery
- Calm and Professional Under Pressure
- Document Control
- Problem-Solving Ability
- Staff Training
- Customer Relations
- Research
- Customer Service
- Microsoft PowerPoint
- Typing Proficiency
Timeline
Customer Service Representative
American Red Cross
03.2019 - Current
Team Leader
The Maids
12.2017 - 05.2018
CUSTOMER SERVICE REPRESENTATIVE
TTEC
09.2017 - 03.2019
Volunteer
American Red Cross
10.2016 - 01.2017
Shift Manager
McDonald's
02.2007 - 07.2015
High School Diploma -
Citronelle High School
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