Jennifer Jones
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Consumer Cellular
11.2021 - 03.2024
- Met monthly metrics that included 4 calls per hour, 90% adherence, quality assurance score of 9.25 out of a10 and 1.74% net sales.
- My goal was one call resolution with every customer.
- Developed and maintained positive relationships with customer by providing timely, accurate information and solutions to their inquiries or problems.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Notated every call with reason for call and resolution in details.
Retail Supervisor
CVS Pharmacy
03.2018 - 05.2021
- Boosted store sales through effective merchandising, product placement, and promotional displays.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Submitted reports to senior management to aid in business decision-making and planning.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Balanced cash drawers daily, handled large amounts of money for daily deposits, maintained financial records and report.
Retention Specialist and Customer Service Agent
Revana And Ttec
03.2016 - 03.2018
- Fielded inbound calls for DirectTV and Rodan and Fields
- Actively sought out ways to reduce costs associated with providing retention services without compromising quality of service.
- Implemented effective strategies for building with customers that promote loyalty.
- Maintained forward thinking strategies focused on addressing consultant's needs and concerns.
- Responded to consultant's request for products, services and company information.
Front End Retail Cashier and Product Merchandiser
Goodwill
02.2012 - 09.2015
- Enhanced customer satisfaction by providing efficient and courteous service during checkout.
- Reduced wait times for customers through effective use of POS system and multitasking abilities.
- Handled cash, credit, and check transactions accurately, contributing to balanced cash drawers consistently.
- Inspected merchandise for quality and arranged proper display location on floor.
- Maintained clean, organized and professional work environment.
- Organized and stocked merchandise to keep necessary levels for sales demand.
Education
High School Diploma -
Thunderbird High School
Phoenix, AZ06.1996
Skills
- Adaptability
- Problem Solving
- Good Communication
- Empathy
- Teamwork
- Leadership
- Organization
- Outgoing
- Loyal
- Honest
Experience
Customer Service - 20+ years
Cash Handling/ Balancing - 20+ years
Call Center - 15+ years
Computer Skills - 15+ years
Microsoft - 15+ years
Operating a POS System/ Cash Register - 15+ years
Management - 10+ years
Retail Sales - 10+ years
Warehouse Stocking/ Merchandising - 5+ years
Timeline
Customer Service Representative
Consumer Cellular
11.2021 - 03.2024
Retail Supervisor
CVS Pharmacy
03.2018 - 05.2021
Retention Specialist and Customer Service Agent
Revana And Ttec
03.2016 - 03.2018
Front End Retail Cashier and Product Merchandiser
Goodwill
02.2012 - 09.2015
High School Diploma -
Thunderbird High School