Jenifer Jones

• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within Amazon.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Take calls and manage live events with incidents and multiple people involved (drivers, recipients, community members, local authorities, media, etc.)
• Provide proper course of action to customers to guarantee their safety
• Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
• Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.)
• Identify if the incident can escalate into a crisis and request additional support from crisis management teams
• Be proficient in multitasking with different tools (case management, event management, claims, etc.)
• Document all information required to provide a resolution and relay it to involved stakeholders

• Developed a one on one coaching program to assist fellow agents who were struggling in different areas in the CA Business
• I assisted in Quality Audits with the Team Managers in the CA Business department space
• I was cleared to listen to contacts of fellow agents so I could coach and assist with feedback for quality audits when needed
• I used tools like CSC, Paragon, SIM, OBLT, F2P and a few others to help assist customers with their needs
• I handled the majority of bulk returns for the CA Business space and also had US Business space reach out for bulk returns often as well

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Informed customers about special promotions and provided detailed information for various products.
• Developed and actualized customer service initiatives to decrease wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.

• Managed inventory control, cash control and store opening and closing procedures.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Completed point of sale opening and closing procedures.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
• Rotated merchandise and displays to feature new products and promotions.
• Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
• Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.

• Trained and mentored new employees to maximize team performance.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Kept employees operating productively and working on task to meet business and customer needs.
• Coached crew members to optimize performance and motivate toward more efficient work.
• Exercised composure under pressure and in escalated customer service scenarios.
• Excelled in every store position and regularly backed up front-line staff.
• Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.