Customer Service Representative

Ebony Jones

Buffalo, NY ***** • 716-***-**** • ***********@*****.*** • WWW: Bold Profile

Professional Summary

Proven track record in enhancing customer loyalty and streamlining delivery processes at MgXpress, demonstrating exceptional time management and customer service skills. Excelled in defensive driving and GPS route planning, significantly improving punctuality and efficiency. Skilled in conflict resolution, ensuring customer satisfaction and repeat business through effective communication and empathy.

Skills

Time Management

Customer Service

Punctual and Reliable

Patience and understanding

GPS and route planning

Defensive Driving

Route Planning

Driving in Adverse Conditions

Navigational Systems and GPS

Commercial driving

DOT Compliance

CDL License

Multitasking Abilities

Teamwork and Collaboration

Excellent Communication

Work History

Dsp Driver, 12/2022 to Current

MgXpress – Hamburg, NY

Delivered goods and products to customer on time and in excellent condition. Followed proper safety procedures and protocols while loading, unloading and operating vehicles. Utilized GPS and other navigation tools to plan routes and stay on schedule. Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.

Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.

Ensured timely deliveries by strictly following routes, using GPS navigation systems, and staying updated on road conditions.

Management Head Cleaner, 05/2008 to 12/2020

Klaasy Lady Cleaning – Buffalo, NY

Set performance benchmarks to evaluate employee efficiency and periodically reviewed them for continuous improvement opportunities.

Addressed client concerns promptly, ensuring their complete satisfaction with our services at all times.

Improved team productivity by conducting regular training sessions on new products and techniques.

Achieved high satisfaction ratings from clients through meticulous attention to detail in all cleaning services.

Implemented eco-friendly practices in cleaning routines, reducing the environmental impact of our services.

Established long-lasting relationships with clients through consistent communication and updates on project progress.

Mentored junior staff members into becoming skilled professionals capable of handling complex cleaning tasks independently.

Coordinated schedules efficiently, minimizing downtime between projects while maximizing staff utilization.

Upheld strict quality control measures throughout each project, consistently delivering exceptional results that exceeded client expectations.

Managed inventory effectively, ensuring adequate supplies for all projects without wastage or excess costs.

Fostered a positive work culture focused on teamwork, open communication, and mutual respect among team members.

Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.

Removed trash, debris and other waste materials from premises. Handled equipment, chemicals, and materials properly and with caution. Used time management and efficient cleaning methods to meet deadlines. Collection Customer Service Representative, 10/2013 to 11/2018 Capital Management Group – Buffalo, NY

Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.

Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.

Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.

Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts. Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.

Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.

Customer Service Representative, 09/2008 to 08/2012 Account Solutions Group – Amherst, NY

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. Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Cosmetology : Cosmetology Education, 04/2016

Continental School of Beauty Culture - Kenmore - Buffalo, NY Specializing in skin care, massage therapy, manicure & pedicures, makeup natural hair & hair weaving also barber.

Specialist In Psychology: Community Psychology, 05/2011 Buffalo State University - Buffalo, NY

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