Shania Jones
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in active listening and critical thinking to enhance customer satisfaction. Skilled in resolving conflicts and maintaining professionalism under pressure, I effectively increased customer loyalty through empathetic service and strong product knowledge. Proficient in data entry and Microsoft Excel.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Concentrix
07.2021 - 12.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
Blue Cross and Blue Shield
03.2019 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Kendrick High School
Columbus, GA05-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Call center experience
- Appointment scheduling
- Product knowledge
Timeline
Customer Service Representative
Concentrix
07.2021 - 12.2024
Customer Service Representative
Blue Cross and Blue Shield
03.2019 - 07.2021
High School Diploma -
Kendrick High School
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