NATASHA GURLEY-JONES
customer service
Saint Petersburg,FL
Summary
Customer service professional with expertise in communication and problem-solving, effectively resolving issues and enhancing satisfaction. Experienced in high-pressure call center environments, fostering relationships that drive loyalty. Committed to delivering exceptional service while engaging diverse clientele and managing multiple tasks in fast-paced settings.
Overview
21
21
years of professional experience
Work History
Guest Service Associate
RaceTrac Petroleum Inc.
08.2021 - 06.2023
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Processed transactions accurately using point-of-sale systems, enhancing checkout efficiency.
- Maintained cleanliness and organization of store environment, ensuring compliance with safety standards.
- Assisted in inventory management by restocking shelves and conducting regular counts.
- Trained new associates on operational procedures and customer service protocols to ensure quality standards.
CUSTOMER SERVICE AGENT
BOBBY DODD INSTITUTE
08.2017 - 09.2018
- Handled inbound calls to provide effective customer service.
- ACCESS, IDENTIFY AND ESCALATE PRIORITY ISSUES INCLUDING COMPLAINTS.
- ANSWER INBOUND AND /OR PLACE INBOUND CALLS PROFESSIONALLY.
- Accessed and identified priority issues, escalating customer complaints promptly.
Intern
FULTON COUNTY COURT HOUSE
10.2012 - 11.2012
- Answered high volume of incoming calls via switchboard, screening calls and scheduling appointments to ensure efficient communication.
- Assisted in resolving customer and public complaints, enhancing overall satisfaction.
- Organized and maintained files and confidential records.
- Provide demographic information to employees within the organization.
- Schedule appointments and maintain and update appointment calendars.
- Provided administrative client intake assistance in Public Defender's office for court cases, streamlining the intake process.
- Provided administrative assistance in Juvenile court with client files.
Receptionist
CLAYTON COUNTY SCHOOL BOARD WORKTEC
08.2011 - 10.2012
- Greeted visitors and callers, addressing inquiries and directing them to appropriate personnel or departments to enhance communication.
- Established and maintained organized paper and electronic filing systems for records and correspondence, improving information retrieval.
- Complete forms in accordance with company procedures.
- Compose, type, and distribute meeting notes, routine correspondence, and reports.
- Provide new hire training and orientation.
- Supervise clerical staff.
- Manage projects and/or contribute to committee or team work.
- Supported supervisor in managing school bus transportation office operations, ensuring efficient service delivery.
- Created a streamlined accounts payable process to improve efficiency.
Personnel Clerk
UNITED STATES NAVY
01.2003 - 11.2008
- Coordinated multiple tasks to ensure timely completion of projects and enhance workflow.
- U.S.E.R.R.A Advocate for uniformed servicemembers regarding civilian employment.
- Performed administrative duties for a USN Captain.
- Processed personnel records to ensure accuracy and compliance with Navy regulations.
- Coordinated onboarding procedures for new recruits, enhancing integration into military culture.
Patient Service Representative
CAPE CANAVERAL HOSPITAL
06.2002 - 11.2007
- Conducted patient interviews to elicit necessary information for registration and accurate insurance billing.
- Explain policies, procedures, or services to patients using medical or administrative terms.
- Research and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
- Analyzed data on patient encounters and inter-institutional problems, and recommended changes.
- Researched and directed patient inquiries or complaints to relevant medical staff, ensuring follow-up for satisfactory resolution.
- Interviewed patients and representatives to identify care-related issues, facilitating prompt and effective solutions.
- Maintain database of community services and resources available to patients.
- Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.
- Instructed new associates on policies, procedures, and day to day operations.
Education
Bachelors Business Program Candidate - Business Administration and Management
Strayer University
Atlanta, GA01-2014
Associates - Legal Assistant
BROWN MACKIE COLLEGE
Atlanta, GEORGIAHigh School Diploma - undefined
DIXIE HOLLINS HIGH SCHOOL
Kenneth City, FlSkills
- Retail store operations
- Payment processing
- Transaction accuracy
- Customer privacy management
- Conflict resolution
- Complaint handling
- Data entry accuracy
- Teamwork
Timeline
Guest Service Associate
RaceTrac Petroleum Inc.
08.2021 - 06.2023
CUSTOMER SERVICE AGENT
BOBBY DODD INSTITUTE
08.2017 - 09.2018
Intern
FULTON COUNTY COURT HOUSE
10.2012 - 11.2012
Receptionist
CLAYTON COUNTY SCHOOL BOARD WORKTEC
08.2011 - 10.2012
Personnel Clerk
UNITED STATES NAVY
01.2003 - 11.2008
Patient Service Representative
CAPE CANAVERAL HOSPITAL
06.2002 - 11.2007
High School Diploma - undefined
DIXIE HOLLINS HIGH SCHOOL
Associates - Legal Assistant
BROWN MACKIE COLLEGE
Bachelors Business Program Candidate - Business Administration and Management
Strayer University
Phone - Number
727-215-2472
Raw Fields - Unparsed Or Ambiguous Items
- The resume text contains formatting artifacts (e.g., stray characters and line breaks). Some job entries appear to have mismatched titles/locations (e.g., 'Intern' and 'Receptionist' blocks). Dates were converted using the provided month/year values with day set to 01.
- No street address was provided for employment locations.