Secilly Jones
Adamsville,AL
Summary
With 11 years of customer service experience, highly skilled and accomplished in handling client escalations, resolving product inquiries, and documenting FAQs. Expertise in internal product training, developing workplace strategies, and managing material distribution. Strong proficiency in implementing team incentive programs and managing knowledge bases. Skilled in developing metrics to drive productivity and quality, collaborating with sales department, and creating competitive programs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Training Manager
Liveops
06.2016 - 01.2025
- Assisted in resolving product-related inquiries for further aid request.
- Created FAQ documents for both internal and external knowledge bases.
- Conducted internal product training for newly hired Tier-1 employees
- Delivered professional guidance to over 50 Tier-1 staff to enhance knowledge base on client escalations.
- Enhanced workforce efficiency by contributing to workplace development initiatives via curated FAQs.
- Cultivated connections with the implementation team to support new customer transitions after training completion.
- Facilitated the overall development of workplace strategies and procedures
- Implemented resources such as material distribution and budget spending to remain within regulation restrictions
- Spearheaded team incentives and maintained interpersonal relationships to increase morale and team spirit
- Trained and supervised over 60 employees across multiple departments
Customer Service Representative
Walmart
03.2013 - 06.2016
- Established individual productivity and quality metrics to complement corporate-specific metrics
- Implemented innovative program to elevate overall service quality and workplace morale.
- Successfully integrated dispatch into customer service from logistics
- Collaborated with sales department for client onboarding, enhancing efficiency.
- Guaranteed high customer satisfaction rates contributing to overall retail success.
- Handled over 40 calls each day, focusing on plan sales and account management.
- Received a 93% average customer service rating (to date) winning 'Employee of the Month' in July of 2015
Education
Bachelor's - Business administration
Strayer University-Global Region
Birmingham, AL05.2024
Skills
- New hire on-boarding
- Program optimization
- New employee training
- Coaching and mentoring
- Exceptional communicator
- Adaptive learning
- Virtual training
Certification
Driver's License
Assessments
- Customer service, 10/01/19, Proficient
- Sales skills, 03/01/22, Proficient
- Administrative assistant/receptionist, 03/01/22, Proficient
- Spreadsheets with Microsoft Excel, 06/01/22, Proficient
- Working with MS Word documents, 07/01/21, Proficient
- Business math, 11/01/23, Proficient
- Inside sales, 06/01/24, Proficient
- Sales skills, 11/01/22, Proficient
- Data entry: Attention to detail, 02/01/24, Proficient
- Work style: Professionalism, 03/01/23, Proficient
- Outside sales, 10/01/23, Proficient
- Written communication, 10/01/21, Proficient
- Filing & organization, 03/01/24, Proficient
- Retail customer service, 05/01/24, Proficient
- Attention to detail, 10/01/21, Proficient
- Basic computer skills, 04/01/23, Proficient
- Recruiting, 07/01/21, Proficient
- Customer service, 03/01/21, Proficient
- Customer focus & orientation, 08/01/22, Proficient
- Food service: Customer situations, 03/01/24, Proficient
- Customer Service Skills, 09/01/18, Proficient
- Customer focus & orientation, 07/01/21, Proficient
- Scheduling, 01/01/22, Proficient
- Verbal communication, 08/01/23, Proficient
- Call center customer service, 07/01/21, Proficient
- Work motivation, 07/01/21, Proficient
- Work style: Reliability, 12/01/22, Proficient
- Learning agility, 02/01/24, Proficient
- Retail customer service, 11/01/23, Proficient
- Time management skills, 06/01/24, Proficient
Target Job Description
- CRM Software Proficiency
- Call Handling Techniques
- Knowledge of Service Metrics (e.g., SLAs, KPIs)
- Technical Troubleshooting
- Data Entry Accuracy
Personal Information
Authorized To Work: US
Timeline
Training Manager
Liveops
06.2016 - 01.2025
Customer Service Representative
Walmart
03.2013 - 06.2016
Bachelor's - Business administration
Strayer University-Global Region
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