Summary
Overview
Work History
Education
Skills
Accomplishments
ADDITIONAL PROFESSIONAL EXPERIENCE
Timeline
Generic

HENRY C. JONES

Gastonia,NC

Summary

Experienced Customer Service Representative and Service Coordinator skilled in managing high-volume calls and efficiently resolving customer concerns. Proficient in simplifying complex information, addressing inquiries promptly, handling escalated issues with professionalism, and maintaining accuracy in data entry.

Overview

19
19
years of professional experience

Work History

Service Coordinator

TWC Services
08.2023 - Current
  • Acted as primary client contact, addressing inquiries and ensuring satisfaction.
  • Managed high volume of requests, delivering timely service.
  • Maintained accurate service records for effective communication with technicians.
  • Resolved complaints to enhance customer loyalty and satisfaction.
  • Cultivated strong client relationships through regular updates on services and concerns.
  • Oversaw technician scheduling and dispatching, maximizing efficiency and reducing delays.
  • Streamlined service coordination processes for better team productivity.
  • Reduced wait times by prioritizing urgent requests.
  • Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.

Service Cordinator/Lead Dispatcher

Bradham Brothers Heating and Air
04.2021 - 08.2023
  • Exceeded company goals for dispatch efficiency and customer satisfaction through diligent work and continuous improvement.
  • Collaborated with customers to resolve questions and service requests, ensuring optimal dispatch coverage during peak times.
  • Motivated staff to achieve high-level dispatch support while meeting departmental objectives.
  • Updated company policies for dispatch operations, ensuring compliance with industry standards.
  • Maintained accurate records of dispatched calls for necessary documentation.
  • Reduced dispatch assignment errors by prioritizing accuracy and detail in all tasks.
  • Served as a resource for departments by sharing field trends to encourage team collaboration.
  • Directed dispatching, routing, and tracking of 32 fleet vehicles.

Customer Service Representative

Dominion Energy
01.2019 - 04.2021
  • Manages over 80 daily calls addressing customer inquiries related to billing and service, ensuring high-quality support.
  • Consults with customers to establish payment options and initiate plans.
  • Educates customers on utilizing mobile app and online features for self-service.
  • Documents interactions and actions to keep accurate records.
  • Engages in training sessions to improve knowledge; partners with senior staff for escalated issues.

Service Scheduling Administrator

Piedmont Natural Gas
01.2012 - 01.2019
  • Scheduled service work and emergency response across 3 states to ensure timely responses. Coordinated workflow for 350 technicians to optimize routing and maximize efficiency.
  • Recognized in 2016 for highest call volume efficiency and minimal not ready time across all shifts.
  • Managed incoming customer service calls during peak periods for a 24/7 operation to reduce wait times and enhance customer experiences.
  • Resolved escalated issues by collaborating with customers on solutions while following company policies.
  • Responded to emergencies by assessing issues and directing customers on safety procedures.
  • Reviewed daily schedules to enhance efficiency and adjust assignments based on technician workloads.
  • Trained new hires on scheduling systems and call handling.

Lead Customer Service Representative

Piedmont Natural Gas
04.2006 - 01.2012
  • Fielded high volume of incoming calls from the toll-free customer service line. Addressed issues regarding billing, payment plans, setup and cancellation of service, transfer of service, and warranty programs. Educated and sold customers on new program offerings aligned with needs and interests.
  • Managed escalated calls by maintaining a calm, professional demeanor and working with customers to reach a mutually agreeable solution.
  • Conducted new hire training and educated customer service reps on company policies, procedures, and expectations.
  • Coached team members and provided constructive feedback to enhance knowledge, performance, and productivity.
  • Consulted with customers to arrange payment plans and address billing challenges in order to maintain natural gas service.
  • Processed customer payments using Western Union Speedpay and generated credit reports via ePort.
  • Entered customer orders and scheduled services using S2K and Rumba systems.

Education

Louisiana Technical University
Ruston, Louisiana

High School Diploma -

Farmerville High
Farmerville, LA
03.1986

Skills

  • Customer service excellence

  • Effective telephone communication

  • Detailed recordkeeping

  • Client support

  • Thorough documentation skills

  • Consistent client engagement

  • Prioritization and scheduling

  • Telephone communication

  • Accurate recordkeeping

  • Client advocacy

Accomplishments

  • Supervised team of 6 staff members.

ADDITIONAL PROFESSIONAL EXPERIENCE

  • Pilkington, Charlotte, North Carolina Customer Service Representative 2005 – 2006
  • Continental Tire NA, Charlotte, North Carolina Customer Service Representative III 2001 – 2005
  • Qualex (Eastman Kodak Call Center), Charlotte, North Carolina Lead Consumer Relations Representative 1998 – 2001
  • Mueller Belting, Charlotte, North Carolina Certified Preco Operator 1996 – 1998

Timeline

Service Coordinator

TWC Services
08.2023 - Current

Service Cordinator/Lead Dispatcher

Bradham Brothers Heating and Air
04.2021 - 08.2023

Customer Service Representative

Dominion Energy
01.2019 - 04.2021

Service Scheduling Administrator

Piedmont Natural Gas
01.2012 - 01.2019

Lead Customer Service Representative

Piedmont Natural Gas
04.2006 - 01.2012

High School Diploma -

Farmerville High

Louisiana Technical University

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