KRISTEN JONES
Sparrows Point,MD
Summary
Customer service professional with 4 years supporting clients in retail and call center settings. Delivers clear, calm communication while identifying root causes and resolving service requests. Maintains high quality standards and contributes to team performance through responsive collaboration.
Overview
4
4
years of professional experience
Work History
Customer Service Rep.
Mary Kraft; Ezpass
06.2024 - 05.2026
- Handled high call volumes for toll accounts. Answered about 70 calls a day while typing 38 Wpm while answering questions about payments, violations, disputes, and transponder issues. Provided clear, respectful support to resolve concerns and explain billing details or account updates. Kept customer records accurate in CRM systems while following data privacy guidelines. Met call quality, efficiency, and customer service targets consistently. Adapted quickly to policy updates and system changes while staying open to supervisor feedback.
- Adapted quickly to remote procedures, communication tools, and changing support priorities.
- Maintained service quality while handling high-volume inbound calls and account requests
Cashier
The Home Depot
10.2022 - 02.2024
- Supported more than 100 customers daily with product choices, store locations, and project guidance for positive service experience. Kept current on store inventory to answer customer questions and support sales floor needs. Handled register transactions, returns, exchanges, and payment processing with accuracy and speed. Restocked shelves, arranged displays, and kept merchandise labeled and easy to find. Resolved customer issues with patience and professionalism, escalating complex concerns when needed. Worked with team members and management to support department goals and daily operations.
Team Member
Five Guys
12.2021 - 09.2022
- Provided fast, friendly customer support in high volume fast food setting, on a daily basis we would serve about 80 customers depends on how busy the day is. Took orders, prepared menu items accurately and maintained quality and cleanliness standards. Processed cash and card payments with accuracy and efficiency.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day to day operations, working efficiently and productively
Education
High School Diploma - undefined
Patapsco High Center for the Arts
Baltimore, MD01.2022
Skills
Remote work capabilities
Remote work experience
Remote work discipline
Software CRM system proficiency
CRM software
Order fulfillment
De-escalation techniques
Documentation
Order processing
Follow-up skills
Call center operations
Payment processing
Conflict resolution
Computer proficiency
Call center experience
Problem resolution
Customer relations
Active listening
Active Listening
- Remote experience
- Customer service
- Call center experience
- Problem resolution
- Computer proficiency
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Timeline
Customer Service Rep.
Mary Kraft; Ezpass
06.2024 - 05.2026
Cashier
The Home Depot
10.2022 - 02.2024
Team Member
Five Guys
12.2021 - 09.2022
High School Diploma - undefined
Patapsco High Center for the Arts