Mikkel Jones
Sewell,NJ
Summary
Skilled in customer escalation management with experience in resolving complex customer issues while maintaining high levels of customer satisfaction. Strengths include strong communication skills, problem-solving ability, and strategic thinking. Known for creating effective resolution strategies that improved overall customer experience and contributed to business growth.
Overview
19
19
years of professional experience
Work History
Lead Customer Escalation Specialist
Conduent
Turnersville, NJ
01.2022 - Current
- Process patient applications for Patient assistance program
- Work closely with supervisors mentoring junior agents with patients
- Close contact with doctor offices and patient advocates to assist patients
- Managed multiple tasks simultaneously while maintaining focus on accuracy and attention to detail for Abbvie management
Delivery Driver
Doordash
11.2020 - Current
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times
- Notified customers of delays to decrease calls to support
- Delivered exceptional customer service in all interactions to promote satisfaction and maintain company loyalty
- Maintained safe driving habits to protect property and general public on roadways
Customer Service Associate
Conduent
04.2022 - 02.2024
- Satisfied customers with quick and accurate service
- Communicate appropriate options to resolve customer
- Gather Information and do research to resolve any issues in a timely
- Document all calls in detail and coding all calls
- Build relationships with customer during phone calls
Personal Shopper
Instacart
12.2020 - 02.2022
- Satisfied customers with quick, accurate service under tight deadlines
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly
- Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified
- Completed pickup and shopping orders for customers across New Jersey
Teachers Aide
Gateway Headstart
02.2018 - 05.2020
- Supported classroom teachers by managing files, preparing materials and updating records
- Assisted in developing programs and activities to drive improvements in students' academics
- Supervised children and participated with children in activities
- Established positive relationships with students, parents, fellow teachers and school administrators
- Kept students safe inside and outside classrooms by proactively monitoring behaviors and tracking student movements, safety hazards and visitors
Bank Teller
Wells Fargo
11.2011 - 08.2015
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy
- Responded and assisted customers with account inquiries and updates
- Entered transactions into computer and issued customer receipts
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees
Shift Manager
McDonald's
03.2006 - 11.2011
- Positioned skilled staff in key areas throughout shift to optimize department productivity
- Managed schedules, accepted time off requests and found coverage for shifts
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Handled customer complaints, questions and inquiries
- Managed cash positions and made bank deposits
- Managed inventory and ordered new products when inventory was running low
- Trained new employees on company policies, procedures, techniques and customer service standards
- Cross-trained in every store role to maximize operational knowledge
Education
PARALEGAL STUDIES -
CAMDEN COUNTY VOCATIONAL SCHOOL
01.2010
HIGH SCHOOL DIPLOMA -
WASHINGTON TOWNSHIP HIGH SCHOOL
01.2009
Skills
- Exceptional written and verbal skills
- Active listening
- Patient application processing
- Verifying data accuracy
- Meticulous attention to detail
- Document processing
- Conflict resolution
- Call documentation
- Training and mentoring
- Time management
- Multi-tasking
- Problem solving
- Team collaboration
- Employee coaching
- Complaint resolution
- Customer empathy
- Product knowledge
- Microsoft office
- Customer data confidentiality
- Salesforce CRM
- Data management
- Medical terminology
- Call metrics
Timeline
Customer Service Associate
Conduent
04.2022 - 02.2024
Lead Customer Escalation Specialist
Conduent
01.2022 - Current
Personal Shopper
Instacart
12.2020 - 02.2022
Delivery Driver
Doordash
11.2020 - Current
Teachers Aide
Gateway Headstart
02.2018 - 05.2020
Bank Teller
Wells Fargo
11.2011 - 08.2015
Shift Manager
McDonald's
03.2006 - 11.2011
PARALEGAL STUDIES -
CAMDEN COUNTY VOCATIONAL SCHOOL
HIGH SCHOOL DIPLOMA -
WASHINGTON TOWNSHIP HIGH SCHOOL