Terrean Jones
Covington,TN
Summary
Seasoned Customer Service Representative with a proven track record at GE Appliances, A Haier, excelling in complaint resolution and technical support. Demonstrates exceptional verbal and written communication skills, enhancing customer relations and driving satisfaction. Achieved significant improvements in customer service processes, leveraging product knowledge and multi-line phone talent to exceed sales quotas and foster repeat business.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
GE Appliances, A Haier
Memphis, Tennessee
12.2022 - 09.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Navient Solutions
Trenton, NJ
08.2021 - 09.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative
American Car Center Winchester
Memphis, Tennessee
02.2021 - 05.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Education
High School Diploma -
RIPLEY HIGH SCHOOL
Ripley, TN05-2013
Skills
- Complaint resolution
- Scheduling
- Account updating
- Shipping procedures
- Brand representation
- Product sales
- Customer relations
- Skype
- Product knowledge
- Warranty service
- Technical support
- Retail sales customer service
- Multi-line phone talent
- Call center experience
- Call center procedures
- Product and service solutions
- Grammar
- Credit card payment processing
- Verbal and written communication
Timeline
Customer Service Representative
GE Appliances, A Haier
12.2022 - 09.2024
Customer Service Representative
Navient Solutions
08.2021 - 09.2022
Customer Service Representative
American Car Center Winchester
02.2021 - 05.2021
High School Diploma -
RIPLEY HIGH SCHOOL
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