Summary
Overview
Work History
Education
Skills
Area Of Expertise
Work Availability
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Lorey Jones

Lorey Jones

New Castle,US

Summary

Results-driven professional with substantial expertise in customer relationship management and support. Skilled at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals.

Overview

12
12
years of professional experience

Work History

Customer Success Specialist

Avkin Inc.
10.2023 - Current
  • Cultivates strong customer relationships by delivering empathetic, value-driven support across various channels (email, phone), while adhering to strict SLA requirements for response time and quality
  • Acts as the primary point of contact for new and current customers, addressing inquiries and troubleshooting non-technical issues through various support channels, delivering timely solutions and resources
  • Leads the customer onboarding processes by providing virtual and on-site training that enhances user adoption and boosts overall customer satisfaction
  • Proactively engages customers to assess satisfaction, monitor usage, and identify opportunities for upselling and additional services, driving long-term success
  • Collaborates with cross-functional teams, including Solutions (Sales), R&D, Education, and Marketing, to ensure seamless communication and fulfillment of customer needs
  • Conducts regular customer check-ins to update progress towards goals and continuously gather feedback to improve the overall customer experience
  • Advocates for customer needs, ensuring alignment between customer expectations and company offerings to drive retention and loyalty
  • Develops and implements customer success strategies, contributing to process improvements and best practices that increase user engagement and adoption
  • Prepares detailed reports and internal presentations on customer success metrics, tracking key performance indicators (KPIs) related to customer satisfaction
  • Resolves customer escalations swiftly by offering personalized support and collaborating with technical teams to address challenges
  • Organizes and facilitates client success events such as webinars and training sessions, fostering engagement and enhancing user experience
  • Manage customer support tickets using CRM systems like HubSpot, consistently maintaining a 98% resolution rate within service level agreement (SLA) timelines
  • Improved response times by streamlining support processes and prioritizing urgent requests.
  • Promoted a positive brand image by consistently delivering exceptional customer service experiences.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.

Brand Operations Manager

Grovara Inc.
05.2021 - 09.2023
  • Led the expansion of Grovara’s partner network from 25 to 140+ through strategic communication and efficient management, resulting in a 25% reduction in onboarding time
  • Resolved B2B customer inquiries and troubleshooting requests as the primary point of contact, building trust and delivering exceptional customer service in a remote startup environment
  • Managed the brand onboarding process, ensuring seamless integration and client satisfaction using Google Workplace tools similar to CRM systems like HubSpot
  • Reviewed and optimized brand documentation for international export compliance, consistently meeting deadlines while adapting to evolving internal and external requirements
  • Enhanced operational efficiency by 15% through team mentorship and collaboration with cross-functional teams, ensuring successful project outcomes
  • Maintained customer support channels, including email ticketing systems like CRM HubSpot, ensuring regulatory compliance and providing data-driven insights for international market strategies

Customer Advocate Analyst (Team Lead)

Project Management Institute (PMI)
07.2020 - 05.2021
  • Led a customer service team across email, phone, and chat applications, ensuring exceptional client interactions and high-quality service delivery
  • Provided expert assistance to team members on complex technical support inquiries, ensuring timely escalations and driving customer satisfaction
  • Enhanced team performance by 20% through targeted coaching and training, creating a culture of continuous improvement and operational excellence
  • Reduced case resolution time by 15% through process optimization, prioritizing cases based on data-driven strategies for greater efficiency
  • Managed and maintained accurate customer contact records in Microsoft Dynamics 365 CRM, streamlining operations and improving client relationship management
  • Monitored agent activities and communication volume in Five9 Cloud Contact Center System, ensuring optimal resource allocation and maintaining a high standard of service quality
  • Collaborated with cross-functional teams to address recurring customer issues, identifying root causes and implementing long-term solutions
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Listened to customers actively to assess issues and provide accurate information.

Human Resources Customer Service Consultant

Johnson Service Group, Inc.
01.2020 - 07.2020
  • Delivered comprehensive HR support to employees and managers via phone, live chat, email, and web submissions, ensuring swift issue resolution and high satisfaction
  • Managed HR inquiries by accurately creating tickets in the case management system, driving timely solutions, and enhancing service efficiency
  • Processed a wide range of human resources transactions (HRTs) using Workday, achieving a 98% accuracy rate and handling an average of 50 daily transactions
  • Provided precise information on HR programs and services, ensuring employees and managers received accurate guidance and support
  • Collaborated cross-functionally to implement process improvements, reducing average case resolution time by 15% and optimizing client service
  • Demonstrated strong problem-solving skills by consistently resolving complex HR issues, contributing to overall service excellence

Onboarding Specialist

JP Morgan Chase
03.2019 - 01.2020
  • Achieved a 95% customer satisfaction rate by managing over 40 daily client interactions, providing effective solutions and ensuring positive onboarding experiences
  • Maintained 100% data integrity by ensuring the accuracy and completion of pre-employment processes and forms, strictly adhering to internal protocols
  • Improved the onboarding experience by verifying and auditing candidate information, background checks, and drug test results, ensuring compliance and accuracy
  • Facilitated clear communication between new hires and internal teams (recruiters, hiring managers, and executives) through multiple channels, ensuring seamless onboarding processes
  • Processed over 300 job offers while maintaining consistent and transparent communication with HR and hiring managers, resolving issues promptly when necessary
  • Provided expert support on pre-employment procedures through client-facing phone lines and email, addressing inquiries and resolving issues efficiently
  • Put together employee files and collected required digital or physical information to meet requirements.
  • Managed multiple onboarding projects simultaneously, ensuring timely completion while maintaining high-quality standards.
  • Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Coordinated pre-employment screenings, background checks, and documentation requirements to expedite hiring timelines and reduce potential delays in bringing talent onboard.

Customer Service Manager

True Citrus
04.2015 - 03.2019
  • Increased customer satisfaction by 90% through efficient team management, optimizing workflows for two Customer Support Representatives, and ensuring timely responses across multiple support channels
  • Reduced customer complaints by 25% by analyzing feedback and troubleshooting recurring issues, which provided actionable insights to the R&D team for product improvements
  • Enhanced customer retention by delivering prompt, solutions-oriented service across various support channels, addressing product inquiries, order tracking, and usage guidance
  • Improved overall customer experience by implementing strategic changes that resulted in consistently higher satisfaction ratings
  • Demonstrated superior communication and multitasking skills, effectively managing multiple inquiries, prioritizing tasks, and ensuring seamless and timely support for clients

Customer Service Representative

True Citrus
03.2014 - 04.2015
  • Resolved an average of 50+ daily customer inquiries via phone and email, maintaining a 95% customer satisfaction rate
  • Introduced product features and benefits to potential customers, driving a 20% increase in product awareness and engagement
  • Ensured timely order fulfillment, reducing processing times by 15% through confirmation of shipments within 24 hours of order receipt
  • Enhanced customer relationships and retention by applying upselling strategies, resulting in a 15% increase in average order value
  • Utilized interpersonal communication skills to boost order sizes by 10% through personalized customer interactions
  • Streamlined order fulfillment processes on the Volusion platform (similar to Shopify’s online commerce platform), improving accuracy and efficiency
  • Identified opportunities to improve the customer experience, leading to faster adoption of product features and enhanced customer experience
  • Delivered proactive post-sales support, swiftly resolving customer issues and minimizing churn

Enrollment Advisor

Connections Academy
05.2013 - 02.2014
  • Converted 75% of prospective students into enrolled members by establishing empathetic and professional relationships, offering personalized enrollment assistance tailored to individual needs
  • Delivered exceptional customer service by managing over 60+ daily calls in a high-volume call center, maintaining a 95% resolution rate and exceeding performance targets
  • Enhanced customer engagement and communication through electronic platforms, ensuring a 90% response rate within 24 hours, leading to improved satisfaction and onboarding experience
  • Facilitated a seamless onboarding process by mediating between schools and families, resolving enrollment obstacles, and reducing dropout rates by 15%
  • Played a pivotal role in identifying and addressing customer pain points, reducing enrollment-related misunderstandings by 20% through effective communication of state and federal guidelines
  • Drove a 15% increase in enrollment from targeted segments by executing outbound calling campaigns, successfully identifying and assisting over 100 families in need of support
  • Met or exceeded enrollment and retention goals consistently.
  • Finalized and processed enrollment applications.

Education

Master of Arts - Organizational Leadership

Florida Institute of Technology
Melbourne, FL
08.2019

Bachelor of Science - Social Sciences

New England College
Henniker, NH
10.2017

Skills

  • Customer Relationship Management (CRM)
  • Client Onboarding & Training
  • Customer Retention & Satisfaction
  • Cross-Functional Collaboration
  • Troubleshooting & Issue Resolution
  • Customer Success Strategy Development
  • Upselling & Revenue Growth
  • Performance Metrics & Reporting (KPIs)
  • Process Optimization & Efficiency Improvement
  • Team Leadership & Mentorship
  • Multi-Channel Customer Support (Email, Phone, Chat)
  • Data-Driven Decision Making
  • Project & Time Management
  • Customer Feedback & Continuous Improvement
  • Microsoft Packages
  • HR Software (Workday)
  • CRM Systems (HubSpot)
  • Cloud Contact Center System (Five9)
  • Case Management Systems
  • Electronic Communication Channels (Email)
  • Proprietary Technology
  • CRM software
  • Sales support
  • Feedback collection
  • Cross-functional coordination
  • Customer onboarding
  • Building rapport
  • Professional telephone demeanor
  • Call center operations
  • Live chat support

Area Of Expertise

  • Customer Relationship Management (CRM)
  • Client Onboarding & Training
  • Customer Retention & Satisfaction
  • Cross-Functional Collaboration
  • Troubleshooting & Issue Resolution
  • Customer Success Strategy Development
  • Upselling & Revenue Growth
  • Performance Metrics & Reporting (KPIs)
  • Process Optimization & Efficiency Improvement
  • Team Leadership & Mentorship
  • Multi-Channel Customer Support (Email, Phone, Chat)
  • Data-Driven Decision Making
  • Project & Time Management
  • Customer Feedback & Continuous Improvement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Lorey Jones