Kedrick Jones
Bristol,VA
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Citibank
Gray, TN
05.2022 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Handled questions from customers about Home Depot Credit Cards
- Member of the Citi Disability Network Group
Directv Customer Service
ACT
Johnon City, TN
10/01/20 - 05.2022
- Answer inbound calls about Directv Cable and Internet, Set up new accts, take payments and troubleshoot issues
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Floorwalker (help with the new hiring training)
- Team Leader and Substitute Supervisor when she was on vacation
Customer Service Representative
Agero Inc.
Blountville, TN
05.2021 - 10.2021
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answering inbound calls from Kia car owners about recalls and warranty issues.
Customer Service Representative
Teleperformance USA
Bristol, TN
04.2019 - 05.2021
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answer calls from high end clients wanting to order parts needed to fix ATM, Machines, Medical Equipment
and then call the necessary warehouses to make sure the parts have been pulled and will make it to
the client in a timely manner.
Customer Service Representative
Amtrak
Lorton, VA
10.2008 - 01.2019
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- I had to be trained for 12 different positions from Room Porter, to Chef, To Dish washer, to Bartender.
Eventually was able to hold the Bartender position for 5 plus years, where I kept stock of inventory on
the train, sold drinks, food, snacks, souvenirs etc to customers.
• Assisted customers with a warm and professional attitude
• Answered general questions
• Responsible for tracking and maintaining inventory
• Responsible for cashier duties
• Handled online orders and credit card transactions
Education
Associate of Arts - Information Technology
Virginia Highlands Community College
Abingdon, VA05-2024
High School Diploma -
Tennessee High School
Bristol, TN05-2003
Skills
- Product Knowledge
- Account updating
- Report Generation
- Paperwork Processing
- Consultative Sales
- Call Management
- Data Entry
- Scheduling
- Data Collection
- Inbound and Outbound Calling
- Microsoft Outlook
- Dispute Resolution
- Complaint resolution
- Escalation management
- Problem Resolution
- Problem-solving abilities
- Typing 100 WPM
- In-store support
- Promotional support
- Team Development
Affiliations
- Independent Wrestler
Accomplishments
- Team Leader with Teleperformance
- Sub Supervisor when my supervisor was on vacation or out of town
- Leader of the Red Block team with Amtrak
- In charge of Membership for the Citi Disability Network steering committee
Languages
English
Professional
Timeline
Customer Service Representative
Citibank
05.2022 - Current
Customer Service Representative
Agero Inc.
05.2021 - 10.2021
Customer Service Representative
Teleperformance USA
04.2019 - 05.2021
Customer Service Representative
Amtrak
10.2008 - 01.2019
Directv Customer Service
ACT
10/01/20 - 05.2022
Associate of Arts - Information Technology
Virginia Highlands Community College
High School Diploma -
Tennessee High School
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