Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Theresa Jones

Theresa Jones

Canon City,Co

Summary

I have over 15 years of call center experience. I also have over 20 years of customer service experience in a high volume business. I work well in high demand environments. Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as a individual or as part of team and to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

10
10
years of professional experience

Work History

CSR

First Source
Colorado Springs
02.2020 - Current
  • Customer service rep
  • Provided customer service support to customers over the phone and by email.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Researched required information using available resources.
  • Followed up with customers to ensure their satisfaction.
  • Performed account maintenance activities such as updating client information in databases.
  • Documented all conversations with customers in CRM software according to company standards.
  • Participated in team meetings or training sessions when necessary.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Consulted with customers regarding needs and addressed concerns.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Consulted with customers to resolve service and billing issues.
  • 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.
  • Developed strong customer relationships to encourage repeat business.

Owner/CEO

Spooky Coop LLC
- Current
  • Managed daily operations of business, including hiring and training staff.
  • Developed strategic plans to increase profitability and efficiency.
  • Created marketing campaigns to attract new customers.
  • Oversaw budgeting and financial management.
  • Maintained relationships with existing clients by providing superior customer service.
  • Organized events such as trade shows and conferences.
  • Reviewed legal documents related to business operations.
  • Ensured compliance with local, state, and federal regulations.
  • Set pricing structures according to market analytics and emerging trends.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.

Retail Associate

Cabelas
Sidney NB
04.2017 - 04.2018
  • Retail associate, Customer service
  • Greeted customers and provided excellent customer service.
  • Assisted customers in finding products, answered questions, and made product recommendations.
  • Maintained store appearance by stocking shelves, organizing merchandise displays, and cleaning counters.
  • Operated cash register to process payments from customers.
  • Resolved customer complaints in a professional manner.
  • Handled returns and exchanges according to company policy.
  • Adhered to safety policies while handling hazardous materials or chemicals.
  • Ensured compliance with all company policies and procedures.
  • Participated in promotional activities such as setting up displays or distributing marketing materials.
  • Assisted with visual merchandising tasks including window dressing and floor changes.
  • Stocked and cleaned shelves while maintaining neat and orderly store.
  • Rang up retail purchases and processed payment cards, returning appropriate cash and coin to customers.

Claims Specialist

Sykes
Sterling CO
10.2014 - 04.2017
  • Claims Specialist, High call volume center
  • Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
  • Investigated complex or high-value claims to identify discrepancies and fraud indicators.
  • Processed payments for valid claims according to established procedures.
  • Assisted with filing appeals on denied claims with insurance companies.
  • Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
  • Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
  • Resolved disputes between claimants and providers through negotiation.

Education

GED -

08.2002

Skills

  • High call volume
  • Account management
  • Customer service
  • Inventory management
  • Time management
  • Multiple account handling
  • Vendor contact
  • Problem solving
  • Windows knowledge
  • Schedule management
  • Multi position skills
  • Customer Focus
  • Complaint Handling
  • CRM Software
  • Data Entry
  • Call Management
  • Inbound and Outbound Calling
  • Product Knowledge
  • Paperwork Processing
  • Account updating
  • Complaint resolution
  • Scheduling
  • Information Security
  • Follow-up skills
  • Grammar
  • Retail sales customer service
  • Microsoft Outlook
  • Microsoft Office Suite
  • De-Escalation Techniques
  • Team Development
  • Microsoft PowerPoint
  • Critical Thinking
  • Tactful and diplomatic
  • Positive and professional
  • Building rapport
  • Customer Relationship Management (CRM)
  • Typing 105 WPM
  • Problem Resolution
  • Active Listening
  • Call Center Operations
  • Research
  • Clerical Support
  • Problem-solving abilities
  • Technical Support
  • Project management abilities
  • Coordination
  • Documentation
  • Microsoft Excel
  • Customer Relations
  • Researching
  • Conflict Mediation
  • Professional telephone demeanor
  • Account Management
  • Delivery Scheduling
  • Office equipment proficiency
  • Administrative Support
  • Computer Proficiency
  • Customer Education
  • Filing
  • Conflict Resolution
  • Customer Service
  • Medical terminology knowledge
  • Dispute Resolution
  • High-energy attitude
  • Order Processing
  • Staff Training
  • Prioritization
  • Shipping and receiving understanding

References

References available upon request.

Timeline

CSR

First Source
02.2020 - Current

Retail Associate

Cabelas
04.2017 - 04.2018

Claims Specialist

Sykes
10.2014 - 04.2017

Owner/CEO

Spooky Coop LLC
- Current

GED -

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Theresa Jones