Joneshia Ross
Customer Service
Tampa,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service 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. Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Chat Specialist
Omni Interactions
Tampa, FL
06.2021 - 03.2023
- Resolve customer queries, provide customers with solutions to help resolve their issues.
- Researched customer inquiries to provide accurate and up-to-date information.
- Assisted customers with order placement, product returns and order tracking.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Trained new team members on live chat procedures and customer service protocols.
Retention specialist
Hgs
Tampa, FL
12.2020 - 07.2021
- Design and implement customer retention strategies to increase loyalty and retain business.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Identified changing customer needs and adapted service strategies to meet them.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Security officer/sergeant/dispatcher
Allied Universal Security
Tampa, FL
10.2018 - 06.2020
- Scheduling and dispatching security officers, vehicles, or equipment to appropriate locations according to predetermined schedules, customer requests or immediate need.
- Organized paperwork and explained individual job parameters for each assignment.
- Assisted callers in emergency situations with appropriate information and support.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Checked and verified photo identification prior to granting facility access.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
Tech Support
Vivint
Tampa, FL
11.2017 - 02.2018
- Provide customer service, assist with billing inquiries and payments, provide troubleshooting steps for alarms
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Activated accounts for clients interested in new services.
- Submitted service tickets for equipment maintenance requests.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Customer Service Rep
Teleperformance
Jonesboro, GA
08.2016 - 09.2017
- Assist customers with resetting login passwords, providing basic troubleshooting steps, setup appointments for damaged products.
- 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.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Care
Adecco/Assurant
Miami, FL
08.2012 - 09.2016
- Assist customers with filing an insurance claim on their device
- Accept inbound calls
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Recommended and upsold new products.
- Assisted in training new employees and participated in cross-training with other departments.
Cashier
Walmart
Miami, FL
05.2013 - 03.2015
- Assist customers
- Process credit applications, provide customer service with fair, friendly, and courteous service.
- Addressed customer needs and made product recommendations to increase sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Tallied cash drawer at beginning and end of each work shift.
- Assisted customers with returns, refunds and resolving transaction issues.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associates Degree - Supply Chain Management
Hillsborough Community College
Tampa, FL 06.2021 - Current
High School -
Department of Education
Milton, FL 08.2008 - 07.2010
Skills
Complaint Handling (Expert)undefined
Timeline
Associates Degree - Supply Chain Management
Hillsborough Community College
06.2021 - Current
Chat Specialist
Omni Interactions
06.2021 - 03.2023
Retention specialist
Hgs
12.2020 - 07.2021
Security officer/sergeant/dispatcher
Allied Universal Security
10.2018 - 06.2020
Tech Support
Vivint
11.2017 - 02.2018
Customer Service Rep
Teleperformance
08.2016 - 09.2017
Cashier
Walmart
05.2013 - 03.2015
Customer Care
Adecco/Assurant
08.2012 - 09.2016
High School -
Department of Education
08.2008 - 07.2010
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