James Jones
Pearland,TX
Summary
Highly motivated and dedicated customer service professional with over 10 years of experience and a track record of excellence in communication, attention to detail, and conflict resolution. Proven ability to analyze and negotiate effectively, maintain confidentiality and integrity, and thrive in fast-paced team environments. Seeking a challenging and rewarding opportunity to utilize my strong skillset and make a meaningful contribution to the success of a reputable organization.
Overview
9
9
years of professional experience
Work History
Account Manager
Endurance Warranty Services
02.2023 - Current
- Increased customer retention rates by 10%, due to consistently meeting retention goals through excellent communication and problem-solving skills.
- Utilized CRM and technology to manage multiple platforms, ensuring high levels of customer satisfaction in a fast-paced, remote environment
- Provided ongoing education to customers on the value of vehicle service contracts, emphasizing the risks of contract cancellations
- Identified customer concerns and issues, diagnosed root causes, and implemented payment strategies to resolve problems effectively
- Developed and maintained positive relationships with clients, ensuring continued contract retention and customer satisfaction
Solution Specialist/Key Holder
Verizon Wireless
05.2018 - 02.2023
- Collaborated with managers to meet sales goals, including recruiting, hiring, and training agents
- Developed and implemented compensation plans and work schedules to optimize departmental performance
- Analyzed sales data using analytics tools to track performance and recommend strategies to increase sales
- Managed daily workflows and oversaw special projects to enhance profitability and operational efficiency
- Conducted mandatory and non-mandatory training, including safety & anti-harassment courses, and ensured compliance
- Built strong customer relationships, leading to high rates of repeat and referral business
- Consulted on organizational effectiveness initiatives, including team effectiveness and employee engagement strategies
Internet Sales Manager
Autonation Ford
03.2016 - 04.2018
- Managed a team of 5 sales consultants, overseeing hiring, training, and performance management
- Led online sales initiatives that resulted in a 25% increase in internet sales through social media, email marketing, and networking
- Conducted needs assessments with clients, providing tailored recommendations and assisting with financing and insurance options
- Exceeded monthly sales targets and recognized as a top performer in the dealership
- Built lasting client relationships, driving repeat business and referrals
- Implemented a new online sales process, streamlining operations and improving client satisfaction
Education
Bachelors Degree - Business Administration
Strayer University
12.2022
Skills
- Strong communication and interpersonal skills
- Client acquisition and account management
- Problem-solving and conflict resolution
- Analytical and organizational skills
- CRM and technology proficiency
- Ability to work independently and in team environments
- Excellent time management and organizational skills
- High-level customer service and negotiation abilities
- Ability to maintain confidentiality and manage sensitive information
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Timeline
Account Manager
Endurance Warranty Services
02.2023 - Current
Solution Specialist/Key Holder
Verizon Wireless
05.2018 - 02.2023
Internet Sales Manager
Autonation Ford
03.2016 - 04.2018
Bachelors Degree - Business Administration
Strayer University
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