Terica Jones
Atlanta,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Get Virtual Now Corporation
03.2019 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Kept accurate records of customer support interactions using defined methods and tools.
- Responded to emails and chats promptly
Tax Professional
Intuit
01.2019 - 05.2023
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
Virtual Administrative Assistant
Intuit QuickBooks Training
03.2013 - 02.2019
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
Virtual Customer Service Representative
Chase Bank
02.2011 - 03.2013
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Answered live online chats to give quick answers and solve problems faster.
- Assisted clients with product questions to facilitate online ordering process.
- Generated reports and tracked customer service metrics on daily basis.
- Reconciled cash drawer and resolved discrepancies.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Education
Associate of Science - Accounting And Finance
Georgia Piedmont Technical College
Clarkston, GA11.2021
Certificate - Real Estate Sales Person
Georgia MLS Training Institute
Morrow, GA08.2018
High School Diploma -
Frederick Douglass High School
Atlanta, GA05.2010
Skills
- Typing Proficiency
- Interpersonal Communication
- Problem-Solving
- Written Communication
- Administrative Support
- Customer Account Management
- CRM Software
- Good Telephone Etiquette
- Multitasking Abilities
- Data Entry
- Critical Thinking
Timeline
Customer Service Representative
Get Virtual Now Corporation
03.2019 - Current
Tax Professional
Intuit
01.2019 - 05.2023
Virtual Administrative Assistant
Intuit QuickBooks Training
03.2013 - 02.2019
Virtual Customer Service Representative
Chase Bank
02.2011 - 03.2013
Associate of Science - Accounting And Finance
Georgia Piedmont Technical College
Certificate - Real Estate Sales Person
Georgia MLS Training Institute
High School Diploma -
Frederick Douglass High School
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