Summary
Overview
Work History
Education
NASM CPT
Timeline
Generic

SHONDA JONES

Brentwood,California

Summary

Customer-focused professional with successful 23 + year career in the beauty and 5 years in the fitness industry. Dynamic and successful at applying skills in busy environments. Driven Customer Service Supervisor offers 23n+ years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience in the beauty 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

18
18
years of professional experience

Work History

Customer Service Manager

B Strong
Brentwood, CA
10.2019 - Current
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Monitored phone calls to provide feedback and coaching.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated and authenticated returns, exchanges and voids.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Explained benefits, features and recommendations to maximize client retention.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Conducted research and reviewed findings to solve customer issues.

Territory Manager

Ron Wilson & Associates
I Covered 5 Counties Between Bay Area & Central Va, CA
02.2007 - 07.2019
  • Conducted cold calls to offer services to potential customers.
  • Negotiated pricing, terms, and implementation dates.
  • Stayed current on competitor sales, prices and products.
  • Developed and coordinated group training classes in alignment with company sales objectives.
  • Developed sales plans designed to achieve revenue targets and business objectives.
  • Maintained all sales records and complied with expense budgets.
  • Worked closely with existing accounts to grow market share.
  • Designed impactful visual presentations to align with product promotion strategy.
  • Consulted with customers to gain feedback and improve deliveries.
  • Maintained direct personal contact with all assigned accounts and fostered relations with new ones.
  • Analyzed territory to identify and negotiate contracts with new retail customer opportunities.
  • Devised territory sales plans to exceed revenue and market penetration goals.
  • Created sales opportunities through cold-calling and other promotional activities.
  • Developed solid connections with customers to promote products.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Supported sales team members to drive growth and development.
  • Coached, developed and motivated team to achieve revenue goals.
  • Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
  • Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
  • Developed and significantly grew assigned territory [Number]% within first year.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Resolved customer complaints regarding sales and service.

Education

High School Diploma -

South Hills High School
West Covina, CA
06-1984

NASM CPT

  • I'm currently working on my NASM CPT7 credentials and will have it by Sept 15th 2024.

Timeline

Customer Service Manager

B Strong
10.2019 - Current

Territory Manager

Ron Wilson & Associates
02.2007 - 07.2019

High School Diploma -

South Hills High School

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SHONDA JONES