Patricia Strickland Jones
South Holland,IL
Summary
Customer Service Specialist with expertise in team development and service process enhancement. Improved customer experiences through critical thinking, conflict resolution, and effective communication. Focused on delivering customer satisfaction and achieving organizational goals through reliable and empathetic service.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Chicago Transit Authority, CTA
Chicago, IL
03.2013 - Current
- Managed customer communication for transit schedules and service updates to maintain accurate service information.
- Reviewed travel needs, delivered route guidance and fare information, and improved overall customer experience.
- Handled high-volume service requests during peak hours, prioritizing tasks and adapting to rapid changes in fast-paced environment.
- Delivered onboarding training and ongoing mentorship to support consistent customer service practices and adherence to established procedures.
Manager
Family Dollar
Harvey, IL
04.2008 - 03.2010
- Oversaw daily operations ensuring compliance with company policies and procedures.
- Analyzed sales trends to develop strategic merchandising plans that increased store performance.
- Implemented inventory management systems to optimize stock levels and minimize losses.
- Trained and mentored staff on customer service standards and operational excellence.
- Developed and executed staffing schedules enhancing workforce efficiency during peak hours.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Casino Dealer
Horseshoe Casino
Hammond, IN
11.1998 - 01.2010
- Dealt various table games, ensuring adherence to rules and regulations.
- Monitored player activity, providing exceptional customer service and engagement.
- Managed cash transactions accurately, maintaining integrity in gaming operations.
- Trained junior dealers on game procedures and customer interaction strategies.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Enhanced customer experience by providing exceptional service and maintaining a professional demeanor during casino games.
Education
Bachelor of Science - Human Resources Management
Governors State University
Park Forest, IL05.2012
Skills
- Customer service
- Account management
- Data entry
- Data analysis
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Computer proficiency
- Customer training
- Team development
- Office productivity software
- Active listening
Timeline
Customer Service Representative
Chicago Transit Authority, CTA
03.2013 - Current
Manager
Family Dollar
04.2008 - 03.2010
Casino Dealer
Horseshoe Casino
11.1998 - 01.2010
Bachelor of Science - Human Resources Management
Governors State University