Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
CustomerServiceRepresentative

Yolanda Jones

Arlington,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

ETC INC
Richardson, TX
02.2019 - 08.2021
  • Provided customer service support for the state of Washington Tolling Authority under the Good to Go by creating accounts, processing customer request to include account data updates, processing payments with credit cards and ACH, and online web support .
  • Reviewed customer invoices and explained billing cycles while also researched and discrepancies
  • Deescalating upset customers and resolving issues with one call resolutions
  • Following SOP guidelines provided by WSDOT
  • Navigated between multiple systems and programs to complete necessary request

Customer Service Representative

Securus Technologies
Carrollton, TX
01.2018 - 02.2019
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Provided information regarding charge accounts and loyalty programs.
  • Provided primary customer support to internal and external customers.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

Associate of Science - Nursing

ATI Career Training Center - Dallas
Dallas, TX
07.2006

Skills

  • POS Systems and Ordering Platforms
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Data Entry and Maintenance
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Customer Account Management
  • Customer Service Experience
  • Inbound And Outbound Calling
  • Creative problem solving
  • Technical Support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Business opportunities are like buses, there’s always another one coming.
Richard Branson

Timeline

Customer Service Representative

ETC INC
02.2019 - 08.2021

Customer Service Representative

Securus Technologies
01.2018 - 02.2019

Associate of Science - Nursing

ATI Career Training Center - Dallas

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Yolanda Jones