Moquitta Jones
Covington,LA
Summary
Dynamic customer service professional with a proven track record at Principal Secret, excelling in problem resolution and relationship building. Adept at utilizing CRM software for accurate data entry and enhancing customer satisfaction through effective communication and active listening. Recognized for improving customer loyalty by resolving complaints with empathy and professionalism.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Principal Secret
Covington, LA
02.2019 - 10.2024
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer accounts using CRM software for accurate data entry.
- Provided product information to enhance customer understanding and satisfaction.
- Collaborated with team members to ensure smooth daily operations.
- Handled order processing and tracking for timely delivery updates.
- Developed knowledge of company policies to address customer concerns efficiently.
- Adapted to new technologies and tools for improved service delivery.
- Maintained a positive attitude while managing high call volumes during peak hours.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Assistant Manager
Sonic
Mandeville, LA
07.2016 - 04.2019
- Led team initiatives to enhance customer service standards and improve overall satisfaction.
- Developed training programs to mentor new staff, fostering professional growth and operational efficiency.
- Streamlined inventory management processes, reducing discrepancies and enhancing stock accuracy.
- Conducted performance evaluations, providing constructive feedback to drive team improvements and accountability.
- Analyzed operational workflows, identifying areas for improvement and driving process optimization initiatives.
- Facilitated regular team meetings to communicate updates, share best practices, and encourage collaboration.
- Managed scheduling and resource allocation to ensure optimal staffing levels during peak business hours.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
No Degree - Business Management
AIU
Online01-2019
Skills
- Customer service
- Problem resolution
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Active listening
- Critical thinking
- Data entry
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
Principal Secret
02.2019 - 10.2024
Assistant Manager
Sonic
07.2016 - 04.2019
No Degree - Business Management
AIU