TINA JONES
Customer Service Associate
San Antonio,Texas
Summary
Creative, experienced, highly competent professional that leads with a strong work ethic, unnerving drive and work- horse discipline. Extremely effective in customer care, interpersonal communications, problem solving, resolving conflict and innovative approach to change with compassion, empathy and highly intuitive processing skills.
Overview
15
15
years of professional experience
Work History
Replacement Parts Specialist
Wayfair
08.2021 - 04.2023
- Through phone calls and emails assist customers with ordering the correct placement part
- Using a ticket system, it allows us to stay in contact with the customer and the supplier
- If part is discontinued or not available provide an alternate resolution.
Large Parcel Support Associate
Wayfair
10.2020 - 08.2021
- Assist customers with scheduling their deliveries
- Liaison between customer with Service, CMT, CAT, CARE, ERT, SST, DHD and HDO with customer needs
- Assist with missed deliveries, wrong product returns, damaged/defects, missing parts and refunds.
Senior Service Consultant
Wayfair
11.2018 - 10.2020
- Assist customers with their shopping needs
- Place orders, assist with returns, damaged/defective items, and refunds
- Respond to customers by phone as well as email.
Enrollment Coordinator
Institute of Reading Development
04.2018 - 06.2018
- Assist parents with their children’s reading needs
- Enroll them in a summer reading program using a consultative interview
- Soft sale with multiple and subsequent closes.
Contact Account Agent
Internal Revenue Service
11.2017 - 04.2018
- Assist taxpayers in answering questions
- Identify and resolve problems with tax payers.
Senior Agent Customer Service
Self-employed
06.2014 - 10.2017
- Assist highly irate customers with booted and towed vehicles
- Identify and educate customers on the process of their city and taking payment over the phone
- Offering customers solutions to their challenges.
Customer Service Representative
Self-employed
06.2014 - 01.2015
- Assist customers with ordering and status of their packages
- Troubleshoot devices such as Kindle, Fire TV, Xbox and PS 3
- Offer customers creative solutions to their challenges or escalate for additional assistance.
Sales Associate
Vitality Health and Nutrition
12.2013 - 06.2014
- Educated consumers on healthy ways to be proactive about their health
- Identify solutions to consumers' health problems by recommending products that create results
- Created a partnership between company and consumer.
National Admissions Advisor
Career Education Corporation
11.2011 - 02.2013
- Helped potential students enroll in school to change and impact their current situations
- Identify hurdles so they could advance their careers and make their lives better
- Act as a liaison between the student and all the other departments involved in the admissions process.
Donor Scheduler/Tele recruiter
American Red Cross
08.2010 - 09.2011
- Responsible for scheduling donors
- Served on a special team scheduling double red cell donors
- Multitasked between inbound, outbound, and special projects.
Customer Service Representative
Self-employed
02.2008 - 07.2010
- Facilitated inbound calls remotely from home
- Multitasked in several different specialties
- Provided stellar customer service.
Education
Associates of Applied Science - Electronic Engineering Technology
Heald College
Portland, OR07.1998
Skills
- Highly skilled in Windows: Windows XP, Windows NT, Windows 2000, Windows Vista, Windows 7, Windows 8, Windows 10, Microsoft Office in Word, Excel, PowerPoint and Access
- Problem Solving
- Attention to Detail
- Conflict Resolution
- Order Processing
- Record Keeping
- Performance Metrics
- Product Knowledge
- Computer Literacy
- Decision Making
- Quality Assurance
- Customer Service
- Multitasking Abilities
- Teamwork Abilities
- Team Collaboration
- Verbal and Written Communication
- Ordering Parts
- Clean Driving Record
- Problem-Solving Skills
- Order Documentation
- Payment Processing
- Complaint Handling
- Product Research
- Time Management
- Technical Knowledge
- Software Proficiency
- Sales Support
Accomplishments
- Successfully adapted to change and cohesiveness through a positive and empowering work from home environment.
- Successfully certified in 17 cities within 5 months and promoted to Senior Agent.
- Adept with handling customers by phone, email and chat
- Successfully went from customer service agent to technical customer care agent in less than two months
- Achieved highest appointment standard in NW Region.
- Remained in the top 5% in appointments, talk time and donor customer care for 13 months.
- Achieved Top Customer Service Representative 9 times in a year period.
- Excelled in the top 5% of Customer Service Representative consistently with top talk time and bonuses.
- Acquired territory in Troutdale, Fairview, Gresham and Corbett
- Achieved more appointments than anyone in the Hillsboro office.
- Successfully adapted to change and cohesiveness through a positive and empowering work environment.
- Collaboratively created through the Director of Admissions and team members a successful team focuses on immediate results.
- Created, marketed, consulted, advocated and taught workshops for parents of children with special needs newly diagnosed throughout Multnomah County.
- Empowered and inspired parents to advocate for their children through resources provided and research.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Military
United States Army, Operating Room Specialist, Central Material Service Supply Specialist, Honorably Discharged
Timeline
Replacement Parts Specialist
Wayfair
08.2021 - 04.2023
Large Parcel Support Associate
Wayfair
10.2020 - 08.2021
Senior Service Consultant
Wayfair
11.2018 - 10.2020
Enrollment Coordinator
Institute of Reading Development
04.2018 - 06.2018
Contact Account Agent
Internal Revenue Service
11.2017 - 04.2018
Senior Agent Customer Service
Self-employed
06.2014 - 10.2017
Customer Service Representative
Self-employed
06.2014 - 01.2015
Sales Associate
Vitality Health and Nutrition
12.2013 - 06.2014
National Admissions Advisor
Career Education Corporation
11.2011 - 02.2013
Donor Scheduler/Tele recruiter
American Red Cross
08.2010 - 09.2011
Customer Service Representative
Self-employed
02.2008 - 07.2010
Associates of Applied Science - Electronic Engineering Technology
Heald College
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