Jonquese Dukes
Mobile
Summary
Dynamic and results-oriented Customer Service Representative. Excelled in managing high-stress situations and resolving customer complaints, enhancing loyalty and driving repeat business. Demonstrated expertise in Microsoft Excel and critical thinking, consistently exceeding performance metrics. Skilled in both technical and interpersonal abilities, contributing to significant sales growth through effective problem resolution and active listening.
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Alorica
Mobile
02.2018 - 10.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized various software and tools to streamline processes and optimize performance.
- Identified needs of customers promptly and efficiently.
- Handled customer inquiries via phone, email, and chat effectively and efficiently.
- Assisted customers with product information and order processing to ensure satisfaction.
- Documented customer interactions accurately in the company's CRM system for tracking.
- Educated customers on company policies, procedures, and services offered clearly.
- Maintained a positive attitude while addressing diverse customer needs and concerns.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Representative
West Call Center
09.2013 - 06.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Provided exceptional customer service through active listening and problem-solving skills.
- Maintained a positive attitude while addressing diverse customer needs and concerns.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Handled customer inquiries via phone, email, and chat effectively and efficiently.
- Assisted customers with product information and order processing to ensure satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed positive relationships with customers through friendly interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
CF Vigor High School
Mobile, ALFaulkner University
Montgomery, ALSkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Conflict resolution
- Team collaboration
- MS office
- Organization and time management
- Good Telephone Etiquette
- Customer relationship management
- Problem solving
- CRM software usage
- Call handling
- Product knowledge
- Order processing
- Data entry
- Process improvement
- Time management
- Performance metrics
- Stress management
- Microsoft Office Suite
- Paperwork processing
- Task prioritization
- Shipping procedures
- Inbound and outbound calling
- Medical terminology
- Appointment scheduling
- Empathy and patience
- Dispute resolution
- Live chat support
- Data collection
- CRM software proficiency
- Delivery scheduling
- Payment processing
- Microsoft outlook
- Filing
- Order fulfillment
- Research
- Customer relations
Languages
English
Timeline
Customer Service Representative
Alorica
02.2018 - 10.2025
Customer Service Representative
West Call Center
09.2013 - 06.2016
CF Vigor High School
Faulkner University