Jon Mickens
Dublin ,OH
Summary
Driven Customer Service Assistant with a proven track record at Ohio Department of Health, adept in complaint resolution and relationship building. Excelled in enhancing customer satisfaction and reducing wait times, managing over 150 calls daily with professionalism. Skilled in CRM software and teamwork, consistently exceeded customer service goals through effective problem-solving and collaboration.
Overview
34
34
years of professional experience
Work History
Customer Service Assistant 4
Ohio Department Of Health
Columbus, OH
09.1988 - 08.2022
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Provided exceptional support during peak hours as well as holidays and special events.
- Collaborated with other departments to guarantee customer satisfaction.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Responded to customer calls and emails to answer questions about products and services.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Utilized problem-solving skills to address customer queries and complaints.
- Organized and scheduled customer orders to appropriate departments.
- Managed 150+ incoming calls each day with utmost professionalism and knowledgeable service.
- Trained new employees on company procedures, products, and best practices in customer service.
- Reduced wait times by efficiently managing multiple tasks simultaneously without compromising quality of service.
- Assisted in implementing new policies or procedures aimed at improving customer experience throughout the organization.
- Prevented potential escalations by identifying potential issues early on and proactively offering solutions to resolve them swiftly.
- Participated in regular team meetings to share ideas for improvement and stay informed about updates within the company or industry trends impacting our customers'' needs.
Education
Brookhaven High School
Columbus, OH1987
Skills
- Cash Handling
- Complaint Handling
- Customer Consultation
- Complaint resolution
- Data Entry
- Customer Focus
- Payment Processing
- Account Management
- Documentation And Reporting
- File coordination
- Staff education and training
- Technical Support
- Clerical Support
- Call center experience
- Quality Assurance Controls
- Assertiveness
- Refund Processing
- CRM Software
- Call Center Operations
- Customer Service
- Relationship Building
- Teamwork and Collaboration
- Understanding Customer Needs
- Multi-Line Phone Systems
- Calm and Professional Under Pressure
- Product Knowledge
- Professional telephone demeanor
- Call Documentation
- Training development aptitude
- Customer Data Confidentiality
- Customer Relations
- Report Preparation
- Work Prioritization
- System implementation
- Sales expertise
- Document and Records Management
- Administrative and Office Support
- De-Escalation Techniques
- Cross-Functional Collaboration
- Policies and Procedures Adherence
- Account Updates
- Regulatory Compliance
- Issue and Complaint Resolution
- Call Metrics
Timeline
Customer Service Assistant 4
Ohio Department Of Health
09.1988 - 08.2022
Brookhaven High School