Toni Jones
Houston,TX
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Randstad
10.2021 - 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.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- 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.
Claims Representative
Cigna
11.2018 - 10.2021
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Custome Serv
United Behavioral Health
04.2014 - 10.2018
- Answered incoming calls
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided excellent customer service to resolve customer complaints in a timely manner
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
High School Diploma -
Contemporary Learning Center
Houston, TX06.1998
Skills
- Customer service
- Problem resolution
- Call center experience
- Microsoft Excel
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Prioritization
- Building rapport
- Coordination
- Assertiveness
- Proofreading
Timeline
Customer Service Representative
Randstad
10.2021 - 09.2024
Claims Representative
Cigna
11.2018 - 10.2021
Custome Serv
United Behavioral Health
04.2014 - 10.2018
High School Diploma -
Contemporary Learning Center
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