Summary
Overview
Work History
Education
Skills
Timeline
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Patricia Jones

North Augusta,SC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

Customer Service Representative, Chat Agent

HCA Healthcare Inc.
01.2021 - 10.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Chat and Customer Service

Delta Airlines
04.2014 - 01.2021
  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Developed lasting relationships with customers, which helped to bring in additional business opportunities.
  • Updated customer service database with new information, address changes and contact details.
  • Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
  • Researched issues with shipments, product damage and incorrect product amounts.
  • Tasked with data entry, records oversight and issue resolution for team of 5 customer service personnel.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Customer Service Representative

Comcast, Xfinity
05.2008 - 03.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.

Education

Certificate - Medical Billing

Va College
Augusta Ga
06.2014

Skills

  • Product Knowledge
  • Scheduling
  • Data Collection
  • Appointment Scheduling
  • Complaint Resolution
  • Account Updating
  • Paperwork Processing
  • Data Entry
  • Technical Support
  • Order Fulfillment
  • Order Processing
  • Microsoft Outlook
  • Multi-Line Phone Talent
  • Customer Service

Timeline

Customer Service Representative, Chat Agent

HCA Healthcare Inc.
01.2021 - 10.2023

Chat and Customer Service

Delta Airlines
04.2014 - 01.2021

Customer Service Representative

Comcast, Xfinity
05.2008 - 03.2014

Certificate - Medical Billing

Va College

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Patricia Jones