Jailisa Jones
Hinesville,GA
Summary
Accomplished Client Support Specialist offering 7+ years of client relationship management and sales strategy expertise. Dedicated to identifying customer needs to recommend products and services, driving revenue and fostering client loyalty. Accurate and clear when answering customer questions.
Overview
9
9
years of professional experience
Work History
Client Support Specialist
Attentive
03.2023 - Current
- Acted as first-responder for the entire customer base, troubleshooting and resolving technical issues, and helping reduce and remove friction between clients and their use of the platform
- Respond to Attentive client needs via email and live chat, owning interaction from inception to resolution
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics. Troubleshooting up to 100+ technical platform tickets weekly (with the expectation of 55+).
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Assisting with new hire onboarding and content retention by hosting information sessions via zoom and assisting with ticket work.
- Contributed to team success by sharing best practices and collaborating on challenging cases with colleagues.
- Assisted in the creation of internal resources such as FAQs, knowledge base articles, and training materials to improve overall team efficiency when addressing common client concerns.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Account Support Manager
Uberall
01.2021 - 12.2022
- Served as liaison between strategic clients, support and product/engineering teams for technical issues and escalations
- Collaborated with cross-functional teams for successful product launches and seamless integration of new features.
- Triage, respond to, and troubleshoot 30+ client support requests while maintaining a high standard of client satisfaction
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Worked closely with product development teams to provide valuable insights on user feedback, contributing to an improved user experience.
Customer Service Representative
SNF Holding Company
07.2017 - 12.2020
- Responsible for developing relationships with internal and external customers in order to contribute to ordering, processing, shipping, and billing activities
- Provided customer service support to 1,500 customers within an assigned region, focusing on the accurate and timely ordering of chemicals
- Responsible for the order management process, averaging 7,800 orders annually; this includes order entry, processing, and status review
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responsible for data management tasks for all regional customers, including documentation retention via imaging data storage
- Fostered a positive work environment with the customer service group and the regional sales force by providing the necessary assistance to ensure the team succeeds.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Sales Associate
New York and Company
01.2016 - 01.2017
- Sales Associate in the retail industry, responsible for providing support to customers to enhance the customer experience
- Enhanced the aesthetic experience of store patrons by improving the store layout, performing cleaning and sanitation tasks, and ensuring clothing was properly displayed per store guidelines
- Demonstrated effective time management skills by balancing customer and sales team interaction
- Supported store initiatives, including brand promotions and credit opportunities to achieve individual and store goals
- Executed customer transactions via the use of store cash registers, including sales, returns, and exchanges
- Participated in the strategic placement of high-demand, popular products to increase store revenue.
Sales Associate
Follett Higher Education
01.2016 - 01.2017
- Sales Associate responsible for providing exceptional customer service to students and visitors
- Greeted customers and rendered assistance as necessary; served as a resource to customers inquiring about store products
- Collaborated to create a hassle-free customer service culture focused on solutions-based selling
- Managed inventory levels by restocking merchandise as necessary; sourced and packaged merchandise to return to vendors, as required
- Assisted students searching for course materials, guiding them to correct store sections or providing alternatives.
Education
Bachelor of Art - Psychology -
Valdosta State University
Valdosta, GA01.2016
Skills
- Microsoft Office Applications; Order Management System; Point-of-Sale System Management
- Interpersonal and written communication
- CRM Software
- Client Relationship Building
- Data Entry
- Support inquiry assistance
- Problem Resolution
Timeline
Client Support Specialist
Attentive
03.2023 - Current
Technical Account Support Manager
Uberall
01.2021 - 12.2022
Customer Service Representative
SNF Holding Company
07.2017 - 12.2020
Sales Associate
New York and Company
01.2016 - 01.2017
Sales Associate
Follett Higher Education
01.2016 - 01.2017
Bachelor of Art - Psychology -
Valdosta State University
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