Joni Lawson
Hudson,FL
Summary
Proficient in complaint resolution and CRM systems, this professional enhances client relations and drives sales growth, evidenced by significant achievements at VirtualRole LLC. A proactive approach combined with a calm demeanor consistently resolves conflicts, leading to an impressive increase in customer satisfaction. Adept in both individual and team environments, strategic problem-solving skills have resulted in surpassing sales targets.
Overview
11
11
years of professional experience
Work History
Costumer Service Representative
VirtualRole LLC
Clearwater, FL
09.2023 - 11.2024
- Provided customer service to Medicare beneficiaries, responding to inquiries regarding their benefits.
- Provided customer service support to existing clients and potential customers.
- Conducted follow-up calls with prospects to identify needs, propose solutions and close sales.
- Achieved monthly sales targets set by management team.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
- Performed data entry tasks accurately into company systems.
Energy Broker
C.E.S
Clearwater, FL
01.2023 - 08.2023
- Negotiated contracts with electricity and natural gas providers on behalf of clients.
- Developed and maintained relationships with energy suppliers to ensure competitive rates for clients.
- Provided expert advice and guidance on energy procurement strategies and regulations.
- Analyzed client needs to determine the most suitable energy supply options.
- Managed customer accounts by tracking payments, adjusting balances due.
- Advised customers on available incentives from government programs designed to reduce their costs associated with energy usage.
- Tracked progress against goals set forth in long-term agreements with suppliers; identified discrepancies when necessary.
- Built positive and productive customer connections to drive consistent sales.
Server
Olive Garden Restaurant
Citrus Park, FL
06.2022 - 12.2022
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Prepared drinks according to standard recipes.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
Customer Service Representative
Southeast Energy Consultants
Holiday, FL
11.2021 - 06.2022
- Organized filing systems, maintained records, and updated databases.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Negotiated contracts with electricity and natural gas providers on behalf of clients.
- Developed and maintained relationships with energy suppliers to ensure competitive rates for clients.
- Analyzed client needs to determine the most suitable energy supply options.
- Responded promptly to customer inquiries regarding their electricity or natural gas accounts.
- Advised customers on available incentives from government programs designed to reduce their costs associated with energy usage.
Team Lead
Pilot Flying J Travel Center
Spiceland, IN
09.2020 - 10.2021
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Ensured compliance with company policies and procedures throughout the team.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
Customer Service Representative
J&M Data
New Castle, IN
10.2018 - 08.2020
- Responded to customer inquiries via phone, email and chat.
- Identified customer needs and recommended products accordingly.
- Developed and implemented sales strategies to increase customer base.
- Conducted needs analysis for customers to determine appropriate insurance coverage.
- Generated new business through cold-calling, networking, referrals, and other lead sources.
- Educated clients on the benefits of various insurance policies.
- Followed up with clients to ensure satisfaction with their policies and services provided.
Server
Dennys Restaurant
Spiceland, IN
02.2016 - 01.2017
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Followed health safety guidelines when preparing and serving food products.
- Accurately recorded orders on cash register and point-of-sale system.
- Ensured that each guest was served courteously, quickly, and efficiently.
HHA
Bethany Cares Home Health Agency
New Castle, IN
03.2014 - 05.2016
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Provided companionship services to patients in their homes, including reading aloud, playing board games and engaging in conversation.
- Maintained accurate records of patient care, condition, progress and concerns.
- Administered prescribed medications and treatments according to physician instructions.
- Performed light housekeeping duties such as laundry, vacuuming and dusting.
- Organized client's personal items for easy access during daily activities.
- Prepared meals according to dietary requirements and preferences of the client.
- Observed changes in client's physical or mental condition and reported any changes immediately to supervisor or case manager.
Education
High School Diploma -
Knightstown Community High School
Knightstown, IN05-2009
Bachelor of Science - Behavioral Sciences
University of Arizona Global Campus
Online UniversitySome College (No Degree) - General Studies
Ivy Tech Community College of Indiana
IndianapolisSkills
- Complaint resolution
- Account updating
- Scheduling
- Client relations
- Coordination
- Product knowledge
- Live chat support
- POS systems expert
- Problem resolution
- Call center operations
- Product sales
- De-escalation techniques
- [Software] CRM system proficiency
- Conflict resolution
- Payment processing
- Multi-line phone talent
- Microsoft outlook
- Calm demeanor
- Adaptive team player
References
References available upon request.
Timeline
Costumer Service Representative
VirtualRole LLC
09.2023 - 11.2024
Energy Broker
C.E.S
01.2023 - 08.2023
Server
Olive Garden Restaurant
06.2022 - 12.2022
Customer Service Representative
Southeast Energy Consultants
11.2021 - 06.2022
Team Lead
Pilot Flying J Travel Center
09.2020 - 10.2021
Customer Service Representative
J&M Data
10.2018 - 08.2020
Server
Dennys Restaurant
02.2016 - 01.2017
HHA
Bethany Cares Home Health Agency
03.2014 - 05.2016
High School Diploma -
Knightstown Community High School
Bachelor of Science - Behavioral Sciences
University of Arizona Global Campus
Some College (No Degree) - General Studies
Ivy Tech Community College of Indiana