Thomeka Jones
Fort Worth,TX
Summary
Adept at boosting sales and customer satisfaction, I leveraged CRM software and empathetic listening at Cheaper Than Dirt! to resolve issues and enhance loyalty. My expertise in call management and goal-oriented approach consistently improved service outcomes, showcasing my ability to meet and exceed employer expectations in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Customer Service/Sales Representative
Cheaper Than Dirt!
07.2023 - Current
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed approximately 50-70 incoming calls, emails, chats and faxes per day from customers.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
Customer Service Representative
Peloton
10.2020 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed approximately 130+ incoming calls, emails and chats from customers.
Customer Support Specialist
American Airlines
09.2014 - 07.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of 160+ inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Training Facilitator
Humana
06.2012 - 07.2014
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
- Administered assessments before, during and after courses.
Education
Associate of Science - Criminology
Argosy University
Dallas, TX05.2019
High School Diploma -
Hot Springs High School
Hot Springs, AR05.2005
Skills
- Goal-Oriented
- Call center experience
- Incoming Call Management
- Customer Complaint Resolution
- Live chat support
- Account Management
- Appointment Scheduling
- Product Sales techniques
- Goal Setting
- CRM Software
- Salesforce proficiency
- E-commerce Support
- Zendesk experience
- Time Management
Timeline
Customer Service/Sales Representative
Cheaper Than Dirt!
07.2023 - Current
Customer Service Representative
Peloton
10.2020 - 07.2023
Customer Support Specialist
American Airlines
09.2014 - 07.2020
Training Facilitator
Humana
06.2012 - 07.2014
Associate of Science - Criminology
Argosy University
High School Diploma -
Hot Springs High School
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