Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Peyton Jones

Administrative Assistant
Raleigh,NC

Summary

I have experience in Retail sales, cashiering, training, coaching, and answering phones. I have managed employees before, hired new agents, interviewed agents. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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

8
8
years of professional experience

Work History

Customer Service Representative

Conduent
Cary, NC
05.2016 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Temporary Supervisor

Conduent
Raleigh, NC
08.2017 - 01.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Identified individual employee's unique work styles and adapted management methods.
  • Interviewed, hired and trained new employees for production positions.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Organized contests and established goals to optimize productivity and improve employee morale.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitored workflow to improve employee time management and increase productivity.
  • Set overall vision and provided team leadership.
  • Achieved results by working with staff to meet established targets.
  • Managed 20-25 agents

Administrative Assistant

Conduent
Raleigh, NC
08.2017 - 02.2018
  • Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
  • Managed Customer Surveys daily to help with coaching the agents
  • Daily CSAT meetings to discuss where the agents are and how to improve performance
  • Listened to the daily calls to coach agents on their performance
  • Graded calls to train and coach agents back to production

Education

Office Technology

ECPI
Raleigh, NC
02.1993

High School Diploma -

Needham Broughton High School
Raleigh, NC
06.1985

Skills

  • Complaint resolution
  • Sales expertise
  • Report preparation
  • Order Fulfillment
  • Inbound and Outbound Calling
  • Retail store support
  • Stocking and replenishing
  • Money handling abilities
  • Creative problem solving
  • Receiving support
  • Recordkeeping strengths
  • Professional telephone demeanor
  • Administrative support
  • Staff education and training

Timeline

Temporary Supervisor

Conduent
08.2017 - 01.2019

Administrative Assistant

Conduent
08.2017 - 02.2018

Customer Service Representative

Conduent
05.2016 - Current

Office Technology

ECPI

High School Diploma -

Needham Broughton High School
Peyton JonesAdministrative Assistant