Summary
Overview
Work History
Education
Skills
Timeline
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Kurtina Jones

Phenix City,AL

Summary

Accomplished Customer Service Specialist with a proven track record at SBL Logistics, enhancing customer satisfaction through expert resolution of complaints and inquiries. Skilled in payment management and call center operations, I've significantly contributed to team training, fostering a culture of excellence. Demonstrates adeptness in online communication and a commitment to policy adherence, ensuring a positive impact on customer loyalty and business growth.

Overview

10
10
years of professional experience

Work History

Customer Service

SBL Logistics
01.2023 - Current
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Enhanced customer satisfaction by providing timely and accurate information on products and services.

Customer Service Representative

Publix
07.2019 - 01.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Cashier

Walmart
09.2017 - 06.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Contributed to significant decrease in queue times by streamlining checkout process.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Ensured accuracy in financial transactions, reconciled cash with receipts daily.

Cashier

Dollar General
03.2015 - 08.2017
  • 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.
  • Built relationships with customers to encourage repeat business.
  • Assisted customers with returns, refunds and resolving transaction issues.

Education

High School Diploma -

Russell County High School
Seale, AL
05-2014

Skills

  • Online chat and email
  • Call center experience
  • Payment management
  • Team training and development
  • Company policy adherence

Timeline

Customer Service

SBL Logistics
01.2023 - Current

Customer Service Representative

Publix
07.2019 - 01.2023

Cashier

Walmart
09.2017 - 06.2019

Cashier

Dollar General
03.2015 - 08.2017

High School Diploma -

Russell County High School

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Kurtina Jones