Customer Service Support
Resume:
ANTOINE JONES
***********@*****.*** 404-***-**** Atlanta, GA 30339 LinkedIn
Summary
Dynamic and detail-oriented Customer Service Professional with over 5 years of experience in providing excellent customer support and service management. Skilled in problem-solving and maintaining high customer satisfaction. Communicative and reliable professional polished in developing scopes and objectives and maintaining comprehensive project documentation. Commended for unexcelled record of completing critical projects on schedule and within budget. Forward-thinking with superior problem-solving, conflict management and organizational skills.
Core Competencies
Systems Implementation
Project Development and Lifecycle
Workflow Planning
Cost Reduction and Containment
Performance Improvements
Staff Compensation
Personnel Information Systems
Employee Engagement
Cross Functional Collaboration
Hiring and Firing
Coverage Assessments
Settlement Determinations
Legal Documentation and Reporting
Leave Administration
Transportation Management Systems
Fleet Dispatch
Logistics Planning
Inventory Management Software
Workforce Management
Equipment Maintenance
Operations Control
Experience
Tin Lizzy Corp Atlanta, GA
Manager
08/2020 - 12/2023
$65000 7am-530pm
Built and established strong partnerships with teams, vendors, and contractors with direct oversight of 60 employees.
Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
Interpreted and applied applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, to advise, inform, assess and collect taxes, and associated liabilities.
Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
Prepared cost estimates for projects of varying sizes.
Drove continuous improvement of project delivery process by providing strong leadership, Lean/Kaizen, and Black Belt methods.
Worked with management to create performance measurement, employee development and employee compensation strategies.
Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
Recruited new employees and built relationships, driving visibility.
Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
Sprint Atlanta, GA
Customer Service Lead
12/2018 - 08/2020
Prepared or maintained employment records using human resources management system software.
Served as a lead point of contact for assigned employees when issues could not be resolved related to products, services, and billing.
Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
Planned and conducted investigations of claims to confirm coverage and compensability.
Established proof of loss by studying documentation and assembling additional information from outside sources.
Sprint Atlanta, GA
Customer Service Rep
07/2016 - 08/2018
Answered an average of [number] calls per day, addressing customer inquiries, complaints, and order processing.
Recognized as “Agent of the Month” 4 times for exemplary performance and contributions to the team.
Utilized CRM systems to manage customer interactions, document details of inquiries, comments, complaints, and actions taken.
Identified and resolved shipping and packaging errors.
Managed multiple small and large-scale projects in cross-functional environment.
Overhauled annual operations budget and related fiscal forecasting and planning activities, resulting in 17% decrease in expenses.
Education
Chamberlin University Dunwoody, GA
Bachelor of Science in Radiology
AJ
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