Katherine Jones
Loganville,GA
Summary
Accommodating Customer Representative with 10 years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Proficient in numerous computer applications such as CRM and POS systems. Highly motivated and driven to achieve set goals and targets.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Customer Representative Remote
Federal Government
03.2020 - Current
- Maintained detailed records of customer interactions, ensuring accurate documentation and tracking of all requests.
- Reduced response times by implementing efficient call handling strategies that expedited issue resolution.
- Achieved high levels of customer satisfaction through consistent delivery of superior service and prompt resolution of issues.
- Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.
- Proactively identified potential problems, implementing effective solutions before they escalated into larger concerns.
- Demonstrated exceptional problem-solving skills, resolving complex customer issues with professionalism and empathy.
- Managed high call volumes, prioritizing tasks to provide timely assistance to customers.
- Served as a knowledgeable resource for both colleagues and customers, providing expert guidance on company policies and procedures.
- Provided constructive feedback to team members, promoting personal growth and professional development within the department.
- Contributed to the development of departmental goals and objectives, aligning individual efforts with company-wide initiatives.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
Customer Service Representative Remote
Federal Government
10.2014 - 03.2020
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Bachelor of Arts - Business Administration And Management
University of Colorado Denver
Aurora, CO05.2016
Associate of Arts - Criminal Justice
Troy University
Troy, AL05.2013
High School Diploma -
Grace Christian Academy
Covington, GA05.2010
Skills
- Data Entry
- Customer support
- Payment Processing
- Customer service excellence
- Technical Support
- Typing Speed 60WPM
- Data Management
- De-escalation
- Call handling
- Problem-solving abilities
- Customer Service
- Active Listening
- Live chat support
- Credit adjustments
- Paperwork Processing
- Customer Relationship Management (CRM)
- POS systems expert
- Conflict Mediation
- Building rapport
- Product Education
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Collaborated with team of 20 in the development of Team Engagement.
- Documented and resolved failed approved credit transactions which led to more customer satisfaction.
- Achieved employee of the month by conducting the most employee quality reviews with accuracy and efficiency.
- Documented and resolved team concerns which led to more correct credit adjustments and error free adjustments.
Certification
- CPR/AED Certification
- OSHA Certified
- First Aid Certification
- Georgia Driver's License
Languages
English
Full Professional
Timeline
Lead Customer Representative Remote
Federal Government
03.2020 - Current
Customer Service Representative Remote
Federal Government
10.2014 - 03.2020
- CPR/AED Certification
- OSHA Certified
- First Aid Certification
- Georgia Driver's License
Bachelor of Arts - Business Administration And Management
University of Colorado Denver
Associate of Arts - Criminal Justice
Troy University
High School Diploma -
Grace Christian Academy
Similar Profiles
Ricky DillardRicky Dillard
National Guard E-4 Specialist at Federal GovernmentNational Guard E-4 Specialist at Federal Government
MARC AOUNMARC AOUN
IT Technician at Federal GovernmentIT Technician at Federal Government
Max OrlowskiMax Orlowski
Active Duty Soldier at Federal GovernmentActive Duty Soldier at Federal Government