SHEREE JONES
Conyers,GA
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
23
23
years of professional experience
Work History
Client Account Associate
IMERYS
02.2021 - Current
- Manage and process orders for a portfolio of several major accounts in the Carbonates Department
- Assist with End of Month Closing for major accounts
- Act as a liaison between the plants and my clients
- Assure client satisfaction by maintaining overall relationships with clients
- Support Sales Department in growth of products and services
- Responsible for Client solution penetration and education.
Contact Center Agent
Department of Human Services
09.2009 - 02.2021
- Answer incoming calls concerning Department of Family and Children Services, Aging, Child Support, Residential Childcare and Fraud
- Process calls for inquiry on fraud investigations
- Investigate EBT card fraud claims
- Established work process and procedures that support company and departmental standards and practices
- Review daily investigation logs, and complied spread sheets for management analysis
- Support Child Care Recovery departments on escalated phone calls
- Office of Child Support
Child Support Agent
09.2007 - 09.2009
- Investigate and respond to telephone inquires
- Review databases and document results for child support enforcement actions
- Meet and exceed daily goals
- Implemented process changes reducing clients hold time by 18%.
Customer Service Representative Team Leader
BellSouth Telecommunications Consumer Services
06.2003 - 01.2006
- Responsible for training and observation of other customer service associates
- Assist manager with meetings, preparation of reports and replace when absent
- Interact with various departments to identify problems, suggest and implement changes as needed to create a more efficient and productive work environment
- Handle escalated phone calls from customers regarding service, bill and repair
- Process orders via phone, fax and email for residential and business customers
- Track products to ensure on time delivery and retain customer satisfaction
- Establish and maintain over 300 customer accounts
- Maintained a consistent 97% overall customer satisfaction rating and sales objective
- Consistently meet and exceed sales objectives and expectations
- Assist customers with technical support for DSL internet, phone services as well as wireless service.
Service Representative
BellSouth, Local Carrier Service Center
11.2000 - 06.2003
- Successfully coached and developed service representatives on processes to effectively improve service order accuracy and quantities
- Track performance results of service representatives through the use of Quality Analysis Reports, Service Order Accuracy Reports, and Top Errors Reports
- Evaluate and interpret reports for individual service representatives to determine to areas of opportunity for growth.
Education
Business Administration
Dekalb College
Clarkston, GA1993
Criminal Justice
West Georgia College
Carrollton, GA1992
Skills
- Supporting Sales Staff
- Customer Account Management
- Account Updates
- Report Analysis
- Account Management
- Customer Relationship Building
- Key Accounts Development
- Complex Problem-Solving
Accomplishments
- Proficient with Microsoft Word, Excel, PowerPoint, Lotus, Project, Technical Support
Timeline
Client Account Associate
IMERYS
02.2021 - Current
Contact Center Agent
Department of Human Services
09.2009 - 02.2021
Child Support Agent
09.2007 - 09.2009
Customer Service Representative Team Leader
BellSouth Telecommunications Consumer Services
06.2003 - 01.2006
Service Representative
BellSouth, Local Carrier Service Center
11.2000 - 06.2003
Business Administration
Dekalb College
Criminal Justice
West Georgia College
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