Shanessa Jones
North Chesterfield,VA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Account Expert
T-Mobile
Henrico, VA
12.2012 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Project AC
T-Mobile
Henrico, VA
02.2023 - 07.2023
- Resolved escalated issues from team members or customers in an efficient manner.
- Directed customer service staff activities, including training, coaching and performance management.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Education
Some College (No Degree) - Psychology
Central New Mexico Community College
Albuquerque, NMSkills
- Call Management
- Account updating
- Escalation management
- System implementation
- Multi-Task Management
- Customer consulting
- Adaptive team player
- Team Development
- Quality Assurance Controls
- Product Knowledge
Accomplishments
- 2016 InCrowd Winner
- Accer/Elite Expert
Timeline
Project AC
T-Mobile
02.2023 - 07.2023
Account Expert
T-Mobile
12.2012 - Current
Some College (No Degree) - Psychology
Central New Mexico Community College
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