Jerrica Stone
Summary
Experienced customer service leader with 3 years of experience in management, scheduling, escalations, and resolutions. Highly familiar with data analytics, storytelling, and reporting. Excited to use my proven skills and customer enthusiasm to the team. Decisive Human Resources Representative performs highly responsible personnel management duties requiring advanced personnel skills and techniques in major functional areas of HR. Establishes and maintains effective working relationships with various operating units to effectively accomplish recruitment, employee records, benefits and management development and training tasks. Consistently exercises initiative and independent judgment and skilled at building and managing interpersonal relationships at all levels to objectively coach employees through complex, difficult and emotional issues.
Overview
11
11
years of professional experience
1
1
Certification
Work History
HR Rep ( Previously Call Center Mgr)
T-Mobile
03.2021
- Consult on projects related to the organization's compensation and benefits, recruitment, training, organizational development, and employee relations programs
- Counsel employees on career development, potential problems, and day-to-day inquiries on any HR related matter
- Respond to inquiries and HR-related questions in areas of payroll, compensation, benefits, policy, etc
- Within the established timeframe for service
- Provide strategic Workforce Planning and Utilization (talent acquisition, de-staffing, forecasting, etc.)
- Serve as a key primary point of contact for initial intake for employees seeking guidance on all human resource issues and inquiries
- Train and guide lead agents in interviewing, hiring, terminating, promoting, performance reviewing, safety and sexual harassment policies
- Assist with the resignation process, conducts exit interviews and analyzes departure trend data
- Create training schedules, daily shifts, and rotation schedules to meet business needs without altering call outs, agent vacation requests, or PTO requests
- Supervise a team of 15 agents responsible for resolving account issues (account access, troubleshooting, transaction refunds) via chat support, phone support and email support.
Customer Service Rep
Call Centers of America
03.2017
- Triaged inbound support calls and email inquiries from donors, supporters, and external stakeholders
- Escalated and managed customer issues related to account records, data input, access levels and adhoc reports
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
- Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior
- Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
- Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings
- Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.
Customer Service Representative
ADT Security Services
02.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Collections Agent
Medical Recovery Inc.
03.2018 - 03.2021
- Facilitate calls and emails related to account recovery for past due accounts and accounts headed to collections
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
- Provide customer retention incentives to clients in the form of promotional discount codes and other compensation such as upgraded trial accounts
- Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
- Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings.
Data Entry Specialist
McKesson Specialty Health
03.2014 - 04.2016
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Scanned documents and saved in database to keep records of essential organizational information.
Team Lead
Wal-Mart Stores, Inc.
05.2013 - 08.2014
- Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis
- Planned the succession of exiting associates at all levels through employee training and mentoring promising associates
- Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
- Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.
Education
Associate of Business Administration -
Rust College
Skills
- HR policies and procedures
- Onboarding process
- HRIS Systems
- HR analytics
- Customer Relations
- Complex Problem-Solving
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Documentation
- Administrative Support
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- De-Escalation Techniques
- Technical Support
- Quality Control
- Clerical Support
- Customer Education
Certification
Certificate in Training
Knowledge Skills Areas
- PeopleSoft
- ServiceNow
- Benefits
Timeline
Customer Service Representative
ADT Security Services
02.2024 - Current
HR Rep ( Previously Call Center Mgr)
T-Mobile
03.2021
Collections Agent
Medical Recovery Inc.
03.2018 - 03.2021
Customer Service Rep
Call Centers of America
03.2017
Data Entry Specialist
McKesson Specialty Health
03.2014 - 04.2016
Team Lead
Wal-Mart Stores, Inc.
05.2013 - 08.2014
Associate of Business Administration -
Rust College