Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Kristy Jones

Tifton,GA

Summary

Compassionate Case Manager known for high productivity and efficiency in task completion. Possess specialized skills in needs assessment, care plan development, and client advocacy. Excel at communication, problem-solving, and time management to effectively support clients in achieving wellness goals.

Overview

12
12
years of professional experience

Work History

CA CEC Case Manager - Remote

TPUSA
Salt Lake City, UT
06.2022 - 06.2024
  • Make outbound calls
  • Identifying customer needs
  • Following scripts
  • Follow up with customer calls where necessary
  • Communicated with other departments/ internal resources to help provide a resolution to the customers concern.
  • Assist customer with vehicle concerns.
  • Customer service skills
  • Handle case assignments/ case assessment for Lemon Law of CA.
  • Use Microsoft Word, Excel, Outlook
  • Documents all the calls and interactions with customer and dealership into the data base.

Customer Service Representative - Remote

AT&T
Tifton, GA
01.2021 - 05.2022
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided accurate information about products and services to customers.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Implemented innovative methods for streamlining the customer service process.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed positive relationships with customers through friendly interactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated system with order specifics and customer details, preferences, and billing information.

Assistant Manager

Friendly Express
Tifton, GA
02.2018 - 01.2020
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Managed customer service inquiries and complaints in a timely manner.
  • Ensured compliance with safety regulations and company policies.
  • Created reports on sales trends, inventory levels, and financial data.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Established processes for monitoring customer satisfaction levels.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.

Cashier Team Lead

Wal-Mart Supercenter
Tifton, GA
05.2012 - 07.2017
  • Ensured compliance with all safety regulations while performing tasks.
  • Recognized potential theft or fraud attempts by monitoring suspicious behavior.
  • Assisted cashiers with resolving customer complaints and inquiries.
  • Provided guidance to cashiers on how to accurately ring up customers' purchases.
  • Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
  • Maintained a clean work environment by sweeping floors and wiping down counters regularly.
  • Performed daily opening and closing procedures for the register area.
  • Developed strong working relationships with team members to foster collaboration.
  • Coordinated with other departments when additional support was needed during peak hours.
  • Conducted inventory audits to ensure accuracy of product levels in the register area.
  • Analyzed sales data reports to identify trends in customer buying habits.
  • Monitored cashier performance, providing feedback as needed.
  • Continually evaluated processes for improvement opportunities and implemented changes accordingly.
  • Identified discrepancies between actual sales figures and expected totals.
  • Trained new cashiers on proper use of registers and store policies.
  • Scanned, priced, and bagged customer groceries quickly to keep lines moving.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
  • Rotated and merchandised products at point-of-sale to improve impulse buy rate.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers.
  • Greeted customers promptly and responded to questions.
  • Answered phone calls to assist customers with questions and orders.
  • Checked personal identifications during alcohol and tobacco sales.
  • Scanned items and checked pricing on cash register for accuracy.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Maintained current knowledge of store promotions to highlight sales to customers.

Education

High School Diploma -

Tift County High School
Tifton, GA
05-2010

Skills

  • Typing Speed Efficiency
  • Good Communication
  • Time management and prioritization
  • Self Motivation
  • Microsoft Office
  • Efficient data management

Accomplishments

  • When working with TPUSA remotely, I did receive a couple of awards for most called customer in a month with 748 calls.
  • Every month I made incentives for having a good CSAT score from customer rating their experience with the assistance they received.
  • Incentives would be sometime additional money on our paycheck or rewards points that can be redeemed for gift cards.

References

References available upon request.

Timeline

CA CEC Case Manager - Remote

TPUSA
06.2022 - 06.2024

Customer Service Representative - Remote

AT&T
01.2021 - 05.2022

Assistant Manager

Friendly Express
02.2018 - 01.2020

Cashier Team Lead

Wal-Mart Supercenter
05.2012 - 07.2017

High School Diploma -

Tift County High School
Kristy Jones