Jerica Jones
Dedicated and results-oriented customer service professional with 2 year of experience in providing exceptional support to client. Skilled in handling inquires, resolving issues and building positive relationship. Strong communication and problem-solving abilities to contribute to the success of the company and team.
Experience
Customer service representative
IQOR
Memphis, TN
02/20/2021 - 08/15/2022
-Responded promptly to customer inquiries via phone, email, live chat, exceeding performance target for response times by 20%
-Resolved customer complaints and issues with a focus on empathy and professional, resulting in a 95% customer satisfaction
-Utilized CRM software to document customer interactions, track issues, and follow up on resolutions
-Collaborated with cross-functional teams to sremline process and improve the overall customer experience.
Call center representative lead
GE appliance
05/08/2020 - 11/25/2020
-Mentored and trained new customer support team members, improving their product knowledge and problem-solving skills
-Analyzed customer feedback and trends to identify areas for improvement and implement proactive
Solutions
-managed escalated customer issues with a clam and solution-focused approach, resulting in a 30% decrease in escalations
-Implemented new ticketing system to help sort the mess flow of customers and wait time, reducing response times by 25%and increasing team efficiency.
Customer service representative
01/25/2023 - 03/15/2024
Marion Mills insurance agency
-Listen, document, help resolve conflicts with customer
-Field phone calls, emails and chat requests
-Work closely with the credit department to resolve unpaid bills
Education
Cordova High School
High school diploma
Memphis, TN
05/2019
Skills:
-Excellent communication skill, both written and verbal
Education
Codorva High School
High school diploma
Memphis,TN
05/2019
Skills:
-Excellent communication skill, both written and verbal
-Strong problem-solving abilities with a foues on finding creative solutions
-Proficient in CRM software
-Ability to work effectively in a fast-paced and dynamic environment
-Strong attention to detail and organizational skills
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