Tasharricka Jones
Jonesboro,GA
Summary
Dedicated customer service representative motivated to maintain customer service satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed sales quotas. Reliable and driven, with strong time management and prioritization abilities.
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Agent
Delta Air Lines, Inc
Atlanta , Georgia
05.2021 - Current
- Identified opportunities to improve customer service processes and procedures.
- Advised customers on purchasing decisions based on their individual needs.
- Provided technical support over the phone when needed.
- Attended training sessions regularly to stay current on new products or services.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Updated customer records in the CRM system accurately with each interaction.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Ensured compliance with applicable laws when dealing with customers.
- Created reports detailing customer interactions for management review.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
PARAPROFESSIONAL
CLAYTON COUNTY SCHOOLS
Forest Park, Georgia
08.2017 - 07.2021
- ASSIST TEACHERS IN THE CLASSROOM, SUPERVISE STUDENTS OUTSIDE OF THE CLASSROOM, OR PROVIDE ADMINISTRATIVE SUPPORT FOR TEACHING. JOB DUTIES RANGE FROM FILLING TEACHING POSITIONS TO SUPPLEMENTING REGULAR CLASSROOM CURRICULUM WITH ADDITIONAL ENRICHMENT ACTIVITIES FOR STUDENTS.
- Maintained accurate records of student grades and academic progress reports.
- Collaborated with special education staff to develop Individualized Education Plans.
- Provided guidance to students in the classroom setting.
- Monitored student attendance records and reported any discrepancies to appropriate personnel.
- Ensured that all safety regulations were followed in the classroom environment.
- Participated in parent and teacher conferences to discuss student progress and challenges.
- Helped implement behavior management strategies for individual students.
- Maintained accurate records of student attendance, grades, and progress reports.
- Created and maintained positive relationships with students, parents, and colleagues.
- Facilitated communication between educators, administrators, and parents regarding student progress.
Claims Associate
State Farm Insurance
04.2015 - 07.2016
- Answer customer telephone calls regarding existing accounts, make request policy/account changes, respond to questions and concerns about service, and escalate calls approximately, consult with customers to evaluate needs and determine best solution, consistently improve customer satisfaction through expert resolution of conflicts, issues, and concern.
- Assessed claims to determine validity and appropriateness of coverage according to policy guidelines.
- Interacted with clients via telephone, email, or in person to discuss claim status and provide updates.
- Processed payments for approved claims in a timely manner, adhering to established payment schedules and procedures.
- Resolved customer complaints related to denied or delayed claims in a professional manner.
- Researched legal precedents related to disputed claims prior to issuing final decision.
- Investigated potential fraudulent activities by reviewing claimant's past history of submissions, verifying identity, and obtaining additional evidence when necessary.
- Updated existing processes and procedures as needed based on changes in industry standards or organizational needs.
TESTER/CATALOGER
Q-GSTIX
07.2015 - 09.2015
- Test and refurbish cameras and other electronic item for residential and commercial clients. Conducted qualitive and quantitive analysis of logistics operations using simulation models and other tools. Tested alarms, key pads, door locks and cameras. Cataloged other parts cleaned and sent out for refurbishing.
- Provided technical support during UAT phase for customers who are not familiar with QA process.
- Performed exploratory testing to identify defects in the application or system under test.
- Executed functional, system, integration, regression, end-to-end, and user acceptance tests.
- Assisted in training new testers on QA processes, standards, procedures and best practices.
- Developed automation scripts to automate manual tests and improved the testing process efficiency.
CASHIER
PUBLIX
11.2014 - 01.2015
- Money management, sell various grocery items, customer service, money orders, wic checks and payments.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Greeted customers and answered any questions they had about the store's products and services.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Balanced daily transactions on a computerized point-of-sale system.
- Resolved customer complaints professionally in accordance with company policy.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Ensured compliance with all safety regulations within the store environment.
- Processed returns and exchanges of merchandise in accordance with store policies.
Receptionist
Beautiful U Hair Salon
05.2008 - 04.2013
- Promoted and sold salon services. Scheduled stylists for daily work schedule, scheduled appointments for stylists, esthetician and nail techs. Ordered supplies, weekly conference calls, hired staff, serviced and educated clients on proper haircare. Used state of the art coloring systems and products.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Monitored office supplies inventory and placed orders when necessary.
- Scheduled appointments for clients, customers, and other visitors.
- Performed data entry tasks into various computer systems accurately and promptly.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
Administrative Assistant
Beautiful U Hair Salon
06.2005 - 05.2008
- Drafted meeting agendas, supplied advance materials and executed follow ups for meetings and team conferences. Managed the reception area, including greeting guests and responding to telephone and face to face request for information. Designed electronic file systems then maintained electronic and paper files. Planned meetings and prepared conference rooms. Wrote reports and correspondences from dictation and handwritten notes.
- Scheduled appointments between clients and customers and internal staff members.
- Processed invoices for payment using accounting software applications.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Answered questions from customers regarding products and services offered by the company.
- Developed and maintained filing systems for confidential documents and records.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Compiled data from various sources into organized reports for review by management team.
- Facilitated communication between different departments within the organization.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Greeted visitors and provided general information about the company.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Education
Bachelor of Arts - Business Administration
OHIO CHRISTIANUNIVERISTY
Morrow, GA04-2018
DIPLOMA - High School Diploma
BANNEKER HIGH
01.2006
Skills
- Typing
- Data entry
- QuickBooks
- Microsoft Word
- 10 key alpha and numeric data entry
- Customer service
- Lock box operations
- Receptionist
- Claims questions
- Policy/account changes
- Conflict resolution
- Problem solving
- Insurance
- Technology
- Service-oriented
- Active listening
- Effective communication
- Team collaboration
- Compliance adherence
- Customer relationship management
- Time management
- Returns and exchanges
- Relationship building
- Service-oriented self-starter
- Call center experience
- Upselling
- Inbound call management
- De-escalation techniques
- Adaptability and flexibility
References
References upon request
Timeline
Customer Service Agent
Delta Air Lines, Inc
05.2021 - Current
PARAPROFESSIONAL
CLAYTON COUNTY SCHOOLS
08.2017 - 07.2021
TESTER/CATALOGER
Q-GSTIX
07.2015 - 09.2015
Claims Associate
State Farm Insurance
04.2015 - 07.2016
CASHIER
PUBLIX
11.2014 - 01.2015
Receptionist
Beautiful U Hair Salon
05.2008 - 04.2013
Administrative Assistant
Beautiful U Hair Salon
06.2005 - 05.2008
Bachelor of Arts - Business Administration
OHIO CHRISTIANUNIVERISTY
DIPLOMA - High School Diploma
BANNEKER HIGH