Malcolm Jones
Fort Worth Texas ,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Customer-oriented Customer Service Manager bringing 6 year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Talented in assessing systems and developing strategies to reduce process lags. Good organizational and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Operations Team Manager
Disco Donnie Presents
Dallas, TX
10.2023 - Current
- Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
- Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
Customer Service Manager
Kroger
Dallas, TX
05.2015 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Created order management system for sales and customer service personnel to improve client experience.
Education
High School Diploma -
North Cobb High School
Kennesaw, GA05.2012
Skills
- Talent development
- Client relations and retention
- Conflict resolution techniques
- Training and coaching
- Persuasive
- Microsoft Excel software proficiency
- Schedule coordination
- Account management
- Skilled multi-tasker
- Focused on customer satisfaction
- Workforce Management
- Product Knowledge
Education and Training
other
Timeline
Operations Team Manager
Disco Donnie Presents
10.2023 - Current
Customer Service Manager
Kroger
05.2015 - Current
High School Diploma -
North Cobb High School