Shyla Jones
Mount Horeb,WI
Summary
Diligent customer service supervisor with over 20 years of experience in the manufacturing sector. Skilled in satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Experience Supervisor
Placon Corp
01.2022 - Current
- Led a dynamic customer experience team
- Aligned team strategies with corporate objectives
- Managed KPIs and initiated process improvements for better service delivery
- Coordinated cross-functional teams for effective customer issue resolution
- Oversaw recruitment, training, and performance management of the team.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
- Implemented new training programs for staff, resulting in better performance and increased customer satisfaction.
Senior Customer Service Representative
Placon Corp
01.2020 - 01.2022
- Enhanced customer service processes and system implementations
- Integral in system upgrades and supply chain management improvements.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
Customer Service
Placon Corp
01.2006 - 01.2020
- Ensured customer satisfaction through effective communication and service.
- Developed and maintained strong relationships to deliver exceptional customer service support.
- Managed customer service inquiries and complaints for customer satisfaction.
Inside Sales Support, Customer Service
Conney Safety Products
01.2002 - 01.2006
- Managed customer interactions, focusing on satisfaction and account management.
- Boosted customer satisfaction by promptly addressing inquiries and providing accurate product information.
- Assisted in the training of new hires, sharing best practices and fostering a supportive work environment.
Telephone Sales Representative
Gemplers
01.1997 - 01.2001
- Supported sales and order processing efficiently.
Education
High School Diploma -
Bellville High School
Bellville, WIAssociate of Science - Small Business Management
Madison Area Technical College
Madison, WISkills
- Leadership and Team Management
- Strategic Planning and Performance Metrics
- Process Optimization and Implementation
- Excellence in Customer Service
- Proficiency in Esker and Cloud GOP Systems
- Organizational skills
- Performance monitoring
- Goal setting
Certification
- Six Sigma White Belt Certification
Timeline
Customer Experience Supervisor
Placon Corp
01.2022 - Current
Senior Customer Service Representative
Placon Corp
01.2020 - 01.2022
Customer Service
Placon Corp
01.2006 - 01.2020
Inside Sales Support, Customer Service
Conney Safety Products
01.2002 - 01.2006
Telephone Sales Representative
Gemplers
01.1997 - 01.2001
High School Diploma -
Bellville High School
Associate of Science - Small Business Management
Madison Area Technical College
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