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.
Augusta GA
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
Augusta GA
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
Augusta GA
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 Ga06.2014
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