Laetitica Jones
Baltimore,MD
Summary
Proven leader in customer service management with a track record of enhancing team productivity and customer satisfaction at Uhaul Moving And Storage. Skilled in sales expertise and team building, adept at inter-department collaboration and training. Increased customer loyalty through innovative solutions, demonstrating exceptional research and due diligence.
Overview
26
26
years of professional experience
Work History
Assistant Customer Service Manager
Uhaul Moving And Storage
Baltimore, MD
06.2023 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
Customer Service Representative
Kohls Distribution Center
Edgewood, MD
09.2022 - 11.2023
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Processed customer service orders promptly to increase customer satisfaction.
FC Associate
Amazon
Baltimore, OH
04.2019 - 03.2022
- Followed procedures at all times for personal and team safety.
- Maintained compliance with company safety policies and called violations to attention of management.
- Operated pallet jacks, forklifts and other heavy equipment to transport merchandise throughout facility.
- Supported warehouse supervisors in daily operations management, meeting deadlines consistently without compromising quality standards.
Customer Service Manager
E&T Car Wash
Baltimore, MD
02.2011 - 09.2020
- 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.
CNA/Front Desk Receptionist
Good Samaritan Hospital
Baltimore, MD
04.2006 - 12.2012
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted patients with daily living activities, promoting independence and dignity.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
CNA
Future Care Canton Harbor
Baltimore, MD
09.1998 - 01.2006
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Education
HS Diploma -
Northern High School
Baltimore, MD05.1993
Skills
Sales proficiency
Inter-department collaboration
Team Building
Research and due diligence
Training and mentoring
Sales expertise
Cash Handling
Timeline
Assistant Customer Service Manager
Uhaul Moving And Storage
06.2023 - Current
Customer Service Representative
Kohls Distribution Center
09.2022 - 11.2023
FC Associate
Amazon
04.2019 - 03.2022
Customer Service Manager
E&T Car Wash
02.2011 - 09.2020
CNA/Front Desk Receptionist
Good Samaritan Hospital
04.2006 - 12.2012
CNA
Future Care Canton Harbor
09.1998 - 01.2006
HS Diploma -
Northern High School