Jerome K Jones
Surprise,AZ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Proficient in customer service management software with expertise in related roles.
Overview
45
45
years of professional experience
Work History
Customer Advocate
Cox Communications
Phoenix, AZ
02.2017 - Current
- Member of team with responsibility to solve concerns whether simple or complex. Always established good communication with every customer.
- Able to satisfy customers in timely and cost effective manner.
- Being empathetic to needs of customer by effective listening and having true concern to what cause of problem and being committed to solve it whether now or with follow up later.
- To be efficient , and ability of being believable is important to get point across without sounding false.
- Having access to many utilities to assist customers, with extensive knowledge as well.
- Being CAG agent, duties included taking over calls for Video, Data, Telephone and residential Security.
- Also am versed in COX Business security as well.
- With Technical Support role, I learned how to interact with internal and external customers to support products offered by Cox.
- Using various software to search for answers to assist customers concerns.
Call Center Technical Support Tier 1
Cox Communications
Phoenix, AZ
08.2015 - 02.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Cabinet Specialist
Lowes Home Improvment
Surprise, AZ
04.2014 - 08.2015
- Worked with clients to design custom cabinets and budgets.
- Estimated costs for custom cabinets design and installation.
- Used 20/20 software to design custom cabinet layouts and quotes for clients.
- Partnered with representatives from Cabinet manufacturers and attended seminars for new products.
Plumbing Specialist
Lowes Home Improvment
Woodbridge, Va
05.2012 - 04.2014
- Assist customers with best cost for solutions to their plumbing needs.
- Created special orders for products unavailable in stores.
- Communicated with customers to provide recommendations on repairs, determine project estimation costs and define project completion dates.
Owner
Concurrent with Lowes, Triple J Home Improvement and Design
Woodbridge, VA
07.2010 - 04.2014
- Founded and managed small business as sole proprietor for Home Improvement. Had growing revenue of more than $15,000 in first year of business.
- Had honor to assist homeowners with some small bathroom remodel or entire basement finishing
- Used CAD software to design small decks and to give customers views of product prior to accepting cost proposal.
- Performed statistical analyses to gather data for operational and forecast team needs
Central Office Technician
Verizon
Falls Church, VA
08.1999 - 07.2010
- Senior Technician for provisioning ISP's on Verizon's DSL network.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Service Technician
Bell Atlantic
Washington, DC
10.1985 - 08.1999
- Provided Telecom field installation and maintenance for residential and small business customers
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Inspected equipment to diagnose operational issues.
- Explained diagnostic findings to customers and outlined repair or service options.
Engineering Drawing Clerk
C & P Telephone Co Of VA
Falls Church, VA
02.1982 - 10.1985
- Assisted senior engineers with estimating, drawing/creating plan-maps for implementing telephone cabling technologies for telephone expansion capabilities.
- Being member of group that designed and installed advanced equipment in Northern Virginia.
- Under supervision of engineer's they surveyed field location sites for cable installations and checked air-pressure to keep water out of cable and joint apparatus, general repeater installs.
- With this skill and knowledge, learned methods to read common blueprints for cabling on roads and in buildings using GIS mapping.
- Developed and maintained courteous and effective working relationships
Telephone Operator
C & P Telephone Co Of MD
Temple Hills, MD
06.1979 - 02.1982
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department or business.
- Maintained accurate records of calls placed and received.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Collected and verified telephone numbers, addresses and proper spelling of names
Education
No Degree - Small Business Management
Strayer University
Woodbridge, VAHigh School Diploma -
Surrattsville High School
Clinton, MD06.1977
Skills
- Customer Account Management
- Needs Assessment
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Upselling Products and Services
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Computer Proficiency
Timeline
Customer Advocate
Cox Communications
02.2017 - Current
Call Center Technical Support Tier 1
Cox Communications
08.2015 - 02.2017
Cabinet Specialist
Lowes Home Improvment
04.2014 - 08.2015
Plumbing Specialist
Lowes Home Improvment
05.2012 - 04.2014
Owner
Concurrent with Lowes, Triple J Home Improvement and Design
07.2010 - 04.2014
Central Office Technician
Verizon
08.1999 - 07.2010
Service Technician
Bell Atlantic
10.1985 - 08.1999
Engineering Drawing Clerk
C & P Telephone Co Of VA
02.1982 - 10.1985
Telephone Operator
C & P Telephone Co Of MD
06.1979 - 02.1982
No Degree - Small Business Management
Strayer University
High School Diploma -
Surrattsville High School
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