Shenika Jones
Memphis
Summary
Dynamic customer service professional with call center experience at MIDSOUTH MEDICAL AND MOBILITY, adept at complaint handling and utilizing CRM software. Proven track record of enhancing customer satisfaction through active listening and effective problem-solving, while fostering teamwork and collaboration to boost employee morale and performance.
Overview
13
13
years of professional experience
Work History
CSR
MIDSOUTH MEDICAL AND MOBILTY
04.2019 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Insurance billing and verification.
Assistant District Manager
Jackson Hewitt Tax Service Inc
12.2011 - Current
- Implemented loss prevention strategies to minimize shrinkage and protect store assets.
- Provided exceptional customer service through active listening, problem-solving, and timely followup.
- Developed strong relationships with store managers, leading to increased collaboration and goal achievement.
- Increased employee satisfaction by fostering a supportive work environment focused on teamwork and open communication.
- Handled escalated customer request and concerns
- Boosted team performance by implementing effective coaching and training methods.
Education
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, CO07-2025
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
Timeline
CSR
MIDSOUTH MEDICAL AND MOBILTY
04.2019 - Current
Assistant District Manager
Jackson Hewitt Tax Service Inc
12.2011 - Current
Bachelor of Science - Business Administration
Colorado Technical University
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