Kristin Jones
Biloxi,MS
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, my tenure at Sitel and Winn Dixie Supermarket showcases my adeptness in problem-solving and multitasking. Leveraging skills in customer service and Microsoft Office, I've significantly contributed to improving efficiency and resolving complex issues, ensuring confidentiality and compliance. Customer service management and professional experience with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
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Overview
15
15
years of professional experience
1
1
Certification
Work History
Patient Care Advocate
Sitel
10.2023 - Current
- I am a call center Patient Care Advocate. I make outgoing calls to patients in regards to refilling their medication I answer inbound calls for patients wanting to fill their medication or with questions regarding their medication.
- I direct calls to pharmacy department or insurance department for patients.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Connected patients with available community and charitable resources.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Improved the overall quality of care by participating in regular staff meetings and sharing feedback on best practices.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Call Center Representative
Sitel
09.2022 - 06.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Manager
Winn Dixie Supermarket
06.2017 - 08.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Generated customer satisfaction surveys to analyze results into action plans.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Center Store Manager
Winn Dixie Supermarket
10.2015 - 06.2017
- Streamlined order processes for increased efficiency in product replenishment and delivery.
- Assisted in setting up attractive displays that showcased featured products while adhering to company guidelines regarding visual presentation.
- Managed inventory levels effectively, ensuring stock was available to meet customer demand while minimizing waste due to spoilage or obsolescence.
- Reduced inventory shrinkage through diligent monitoring, proper storage, and rotation of perishable items.
- Mentored new employees on company policies, procedures, and best practices to ensure a well-trained workforce.
Center Store Lead
Winn Dixie Supermarket
09.2012 - 10.2015
- Conducted regular price audits to maintain competitive pricing strategy and ensure accuracy in displays.
- Implemented efficient store layouts to maximize space utilization and optimize the shopping experience.
- Assisted with budget planning and cost control initiatives for efficient resource allocation within the center store department.
- Followed inventory control procedures for accuracy and operated forklifts to move items.
Cashier
Winn Dixie Supermarket
09.2010 - 02.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Housekeeper
Super 8 Motel
06.2009 - 01.2011
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
Education
Jeff Davis Community College
Gulfport, MSAP Studies - AP
Biloxi High School
Biloxi, MS05.2010
Skills
- Multitasking ability
- Problem-solving skills
- Customer Service
- Call Center Customer Service
- Communicating with clients
- Complaint resolution
- Account updating
- Inbound Phone Call Management
- Documentation And Reporting
- Computer Skills
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Microsoft Office
- Call Documentation
- Policies and Procedures Adherence
- Issue and Complaint Resolution
- De-Escalation Techniques
Certification
Manager on Duty Training Certificate
Food Safety Certificate
Warehouse Equipment Training Certificate
Timeline
Patient Care Advocate
Sitel
10.2023 - Current
Call Center Representative
Sitel
09.2022 - 06.2023
Customer Service Manager
Winn Dixie Supermarket
06.2017 - 08.2019
Center Store Manager
Winn Dixie Supermarket
10.2015 - 06.2017
Center Store Lead
Winn Dixie Supermarket
09.2012 - 10.2015
Cashier
Winn Dixie Supermarket
09.2010 - 02.2012
Housekeeper
Super 8 Motel
06.2009 - 01.2011
Manager on Duty Training Certificate
Food Safety Certificate
Warehouse Equipment Training Certificate
Jeff Davis Community College
AP Studies - AP
Biloxi High School
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