Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Keyanna Jones

Jacksonville,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Concentrix
Jacksonville, FL
05.2022 - Current
  • 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.
  • Responded to customer requests for products, services and company information.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Customer Service Associate

Beauty Max
Jacksonville, FL
02.2013 - 09.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Recommended specific hair and beauty products to meet individual customer needs.

Call Center Customer Service Representative

GC Services
Jacksonville, FL
11.2019 - 05.2020
  • 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.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Environmental Services Housekeeper

Baptist Health Hospital
Jacksonville, United States
02.2017 - 09.2017
  • Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards and other harmful substances.
  • Cleaned and disinfected patient exam rooms, surgery suites and common areas to promote sanitary treatment and services environment.
  • Emptied trash cans and recycling bins to promote clean, sanitary environment and reduce odors and debris.
  • Utilized chemicals and cleaning equipment to meet facility's predetermined sanitation and cleanliness quality standards.
  • Interacted with hospital staff, patients and families to demonstrate good customer service techniques.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Practiced established infection control methods to reduce risks to patients, families and medical staff.
  • Moved chairs, desks and beds around rooms to clean behind and underneath furniture.
  • Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Complied with applicable standards during cleaning of specialty areas such as labs, surgery suites and labor and delivery rooms to maintain exceptional level of cleanliness.
  • Documented and reported necessary facility and building repairs observed.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Verified cleanliness and organization of storage areas and carts.
  • Removed waste paper and other trash from premises to designated area.
  • Cleaned elevators, glass and planters in public areas such as lobby, pool and public restrooms.

Extended Day Aide

Biscayne Elementary
Jacksonville, FL
06.2010 - 02.2013
  • Maintained child safety with proper supervision during various activities.
  • Used wide range of teaching methods to enhance child's abilities.
  • Monitored and maintained cleanliness and safety to meet program regulations.
  • Enforced rules and guidelines by setting clear, concise and enforceable limits.
  • Cared for children age 5 to 12 in nurturing and age-appropriate way.
  • Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
  • Instructed children in crafts and other activities to promote gross and fine motor skills.
  • Kept areas clean, organized and stocked, and sanitized surfaces and toys each 2:30pm to 6:00pm.
  • Created safe and engaging learning environment for groups of diverse children with various learning styles.
  • Used positive reinforcement techniques to promote patience and other good behaviors in children.

Education

High School Diploma -

First Coast High School
Jacksonville, FL
06.2010

Skills

  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Call Documentation
  • Upselling Products and Services
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Order and Refund Processing
  • Answering Customer Questions
  • Credit Card Payment Processing
  • Inbound and Outbound Calling
  • Customer Service and Assistance
  • Call Transfers
  • Cash Register Operations
  • Solving Customer Concerns
  • Explaining Benefits
  • Customer Experience
  • Insurance Industry Knowledge

Timeline

Customer Service Representative

Concentrix
05.2022 - Current

Call Center Customer Service Representative

GC Services
11.2019 - 05.2020

Environmental Services Housekeeper

Baptist Health Hospital
02.2017 - 09.2017

Customer Service Associate

Beauty Max
02.2013 - 09.2020

Extended Day Aide

Biscayne Elementary
06.2010 - 02.2013

High School Diploma -

First Coast High School

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Keyanna Jones