JONITHA REYNOLDS
Dallas,TX
Summary
Experienced and dedicated professional with a strong background in the customer service industry. Collaborative team player adept at building strong connections with clients. Driven by the desire to ensure customer satisfaction and contribute to the overall success of the company. Skilled communicator who is articulate, enthusiastic, and focused on achieving results. Demonstrates a genuine passion for fostering relationships, cultivating partnerships, and driving business growth.
Overview
11
11
years of professional experience
Work History
Regional Support Center Representative
Charter Communications, Spectrum
Irving, TX
01.2020 - 07.2024
- Managed and coordinated the routing area, ensuring that all 8 am technicians were assigned their first job of the day
- Promptly contacted customers to inform them of any delays and provided updates
- Communicated with the field operations team through email, sharing information on tech callouts, sick leaves, and no-shows
- Successfully managed a team of 50 or more technicians, extending routes, starting jobs, and assigning tasks
Resolutions Manager
Choice Home Warranty
Remote
01.2017 - 01.2020
- Maintained precise documentation of each customer's claim/policy to accurately capture the details of each call, achieving a consistent 5-minute handle time
- Successfully defused escalated calls with customers, delivering satisfactory resolutions that resulted in customer retention for Choice Home Warranty
- Facilitated seamless customer service by providing customers with electronic copies of policies, processing updated credit card payments, and reactivating overdue accounts
- Accommodated customer requests to modify their policies, whether it be upgrading, downgrading, or canceling, ensuring their satisfaction.
Debt Collector
Convergent Outsourcing
Houston, TX
09.2013 - 08.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Ensure all work is performed in compliance with company policies as well as local, state, and federal collections laws and regulations
- Achieved performance goals on consistent basis, successfully handling 200 accounts daily
- Processed debtor payments and updated accounts to reflect new balance
- Recorded information about financial status of customers and status of collection efforts.
Education
High School Diploma -
John L. Patton
Dallas, TX06.2013
Skills
- Strong organizational and time-management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Experience in managing a team in high-pressured environments
Timeline
Regional Support Center Representative
Charter Communications, Spectrum
01.2020 - 07.2024
Resolutions Manager
Choice Home Warranty
01.2017 - 01.2020
Debt Collector
Convergent Outsourcing
09.2013 - 08.2017
High School Diploma -
John L. Patton