Summary
Overview
Work History
Education
Skills
Timeline
Generic
Kacey Jones

Kacey Jones

Customer Service
Raleigh,NC

Summary

Professional customer service representative with 3 years of experience in counseling individuals and groups to drive practical solutions to conflicts. Innovative in developing unique solutions targeted to precise needs of each individual case. Attentive in hearing all viewpoints and working closely with disputants to deliver mediation and solutions based on communication and cooperation. Hardworking and passionate job seeker with strong organizational skills eager to secure mid -level customer support positions. Ready to help team achieve company goals.

Overview

6
6
years of professional experience

Work History

Resolution Specialist

First Citizens Bank
02.2023 - 12.2023
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Used effective questioning techniques to clarify why debtors were delinquent. Entered customers' financial status information. Handled contracts and payments on accounts.
  • Managed approximately 140 inbound and outbound calls daily.
  • Consistently met or exceeded monthly goals of $8000 through diligent conversations and negotiation.
  • Handled, researched and settled 600 disputes weekly.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Improved customer satisfaction by resolving complex issues promptly and professionally.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.

Associate Operations Processor

Wells Fargo
07.2022 - 02.2023
  • Always provided superior service to the customers by accurately depositing large amounts of cash and coin using high speed currency counters.
  • Was trained in different areas of operation and used Java systems in various ways to perform the correct tasks.
  • Used sentinel to document the time spent working in different departments or on different task.
  • Assured that all cash deposits received were credited and processed in accordance with what the customer declared on their deposit slip.
  • Providing a daily inventory of cash and coin, and selling as needed throughout the day to the appropriate area.
  • Verified and deposited checks into customer accounts.
  • Received large amounts or cash and coin, and broke them down into change orders based off of the customers request .
  • Ability to work under constant security supervision.
  • Accurately identified counterfeit bills and went through the appropriate procedures to enter them.
  • Deposited customer funds into bank account on consistent basis.
  • Complied with vault procedures and controls and cross-trained in other vault departments.
  • Verified, captured and balanced deposits
  • Received customer and banking center deposits from armored carriers and balanced deposits to accompanying manifest.

Customer Service Representative

Wegmans
02.2021 - 07.2022
  • Educated customers on special pricing opportunities and company offerings.
  • Used Google spreadsheet to organize sales, customer account information, and productivity.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming telephone calls to provide store, products, and services information.
  • Created and implemented process improvements to maximize efficiency.
  • Exceeded company productivity standards on consistent basis.
  • Consulted with customers to resolve service and billing issues.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Processed sales transactions to prevent long customer wait times.
  • Helped with purchases and signed customers up for rewards program.
  • Verified customer age requirement for alcohol or tobacco purchases.

Food Preparation Worker

Cocoa Forte
02.2020 - 02.2021
  • • Maintained clean and sanitized work area in accordance with food safety guidelines, avoiding cross-contamination of raw and prepared food products.
  • Re-stocked, organized and arranged service and food stations.
  • Acquired new skills to support team and further accommodate customer needs.
  • Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
  • Worked in fast-paced, ever-changing environment.
  • Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
  • Restocked cupboards, refrigerators and service stations with new food items or supplies.

Dance Teacher's Assistant

Heather's Dance Inc.
01.2018 - 04.2019
  • Instructed pre-k - 4th grade students in classes such as ballet, tap, hip hop, and jazz.
  • Delivered carefully-crafted lessons to introduce students to proper dance techniques and positions while building ballet knowledge.
  • Instructed groups of up to 8 couples, with particular focus on ballet and tap, hip hop and jazz styles.
  • Built and cultivated lasting professional relationships with other dancers, choreographers and performers by attending social events and maintaining communication.
  • Supervised pre-k - 4th grade classes and choreographed fun and exciting dance routines to encourage participants to move and exercise.
  • Learned choreography quickly and adapted to changes in choreography seamlessly by maintaining physical and mental flexibility.

Education

High School Diploma -

Knightdale High School
Knightdale, NC

Skills

  • Analytical Skills
  • Effective Communication
  • De-escalation Techniques
  • Cross-functional Collaboration
  • Conflict Resolution
  • Call Management
  • Product Knowledge
  • Attention to Detail
  • Payment processing
  • Data Analysis

Timeline

Resolution Specialist

First Citizens Bank
02.2023 - 12.2023

Associate Operations Processor

Wells Fargo
07.2022 - 02.2023

Customer Service Representative

Wegmans
02.2021 - 07.2022

Food Preparation Worker

Cocoa Forte
02.2020 - 02.2021

Dance Teacher's Assistant

Heather's Dance Inc.
01.2018 - 04.2019

High School Diploma -

Knightdale High School

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