Jonlula Jones
Yazoo City,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center 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.
Overview
7
7
years of professional experience
Work History
Contact Center Representative
Strategic Data Systems
Keller , TX
2022.03 - 2022.07
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Enforcement Caseworker
Maximus
Memphis , TN
2021.07 - 2022.03
- Assessed needs of each client and recommended appropriate services and resources.
- Maintained high level of client confidentiality, following strict guidelines and recommendations.
- Monitored cases for support order compliance and made adjustments.
- Performed case management tasks to enforce court-ordered child support obligations.
- Processed legal documents such as summons, bench warrants, wage attachments and liens to prepare materials for trials.
- Calculated child support obligations and debts.
- Located parents for gaining child support and prepared records of payments.
- Explained policies, procedures and instructions to parents.
- Calculated child support obligations and debts to initiate collection actions.
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
- Executed collection calls and written or in-person interactions to solicit child support payments on overdue accounts.
- Documented data and completed accurate updates to case records.
Contact Representative
Internal Revenue Service, IRS
Memphis , TN
2020.10 - 2021.07
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Organized work to meet demanding production goals.
- Maintained quality assurance and customer satisfaction objectives.
- Educated customers on company systems, form completion and access to services.
- Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Associate
Family Dollar
Memphis , TN
2018.11 - 2020.10
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
- Processed customer payments, generated bills and filled out warranty cards.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
Customer Service Representative
Maximus
Memphis , TN
2018.12 - 2019.09
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Explained policies, procedures and instructions to parents.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
Customer Service Representative
YoungWilliams Child Support Center
Yazoo City , MS
2015.09 - 2018.08
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Worked in collaboration with local, state and federal departments to obtain documentary evidence and other sensitive information.
- Explained policies, procedures and instructions to parents.
- Monitored cases for support order compliance and made adjustments.
- Performed case management tasks to enforce court-ordered child support obligations.
Education
Associate of Arts - General Studies
Hinds Community College
Raymond, MS05.2015
Skills
- Responding to Difficult Customers
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Knowledge Base
- Contact Center Software
- Upbeat and Positive Personality
- Call Center Software
- Customer Support
- Call Transfers
Timeline
Contact Center Representative
Strategic Data Systems
2022.03 - 2022.07
Enforcement Caseworker
Maximus
2021.07 - 2022.03
Contact Representative
Internal Revenue Service, IRS
2020.10 - 2021.07
Customer Service Representative
Maximus
2018.12 - 2019.09
Customer Service Associate
Family Dollar
2018.11 - 2020.10
Customer Service Representative
YoungWilliams Child Support Center
2015.09 - 2018.08
Associate of Arts - General Studies
Hinds Community College
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