Michelle Jones
Atlanta,GA
Summary
Results-driven customer experience specialist with a keen eye for detail, thriving in fast-paced environments. Demonstrates the ability to meet deadlines and contribute significantly to company success as a team player. Utilizes a solution-based approach, providing customers with easy-to-understand guidance and actionable advice. Possesses effective communication skills and a knack for understanding the needs of both business and home customers. Proficient in troubleshooting and desktop support across Windows, Linux, and Mac systems. Proven track record of quickly resolving problems during the first call, showcasing efficiency and unwavering commitment to customer satisfaction.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Nest Home Security
09.2020 - 08.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Educated customers on company systems, form completion, and access to services.
- Managed high levels of call flow and responded to technical support needs.
- Managed over 80 customer calls per shift.
- Responded to customer calls and emails to answer questions about products and services.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
- Educated customers about billing, payment processing and support policies and procedures.
- Managed over 80 customer calls per day.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained 91%+ customer retention rate.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Offered excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
- Increased company sales by 15%.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
Bachelor of Science - Information Technology
Grand Canyon University
Phoenix, AZ07.2025
High School Diploma -
Chaffey High School
Ontario, CA06.1999
Skills
- Microsoft Office
- Remote Office Availability
- Java Full Stack
- Data Recovery
- JIRA software
- Typing 45 wpm
- Data Entry
- De-Escalation Techniques
Timeline
Call Center Representative
Nest Home Security
09.2020 - 08.2024
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
Bachelor of Science - Information Technology
Grand Canyon University
High School Diploma -
Chaffey High School
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