Customer Service Representative

Lakee Jones

*********@*****.*** 945-***-**** Lancaster, TX

SUMMARY

Seasoned professional with 14 years of experience in customer service roles, adept at fostering empathy and resolving member concerns. Skilled in digital tools and personal finance, excelling in work-from-home and in-person environments. Seeking a Customer Service Representative position to leverage extensive service background and client relations expertise.

WORK EXPERIENCE

DART Dallas, TX

CPR/First Aid Instructor Jul 2020 - Jan 2024

• Delivered comprehensive CPR and First Aid training, ensuring participants were adept at handling life-threatening situations involving respiratory or cardiac arrest.

• Educated individuals on identifying symptoms of critical conditions such as shock, heart attacks, and strokes, enhancing their emergency response capabilities.

• Facilitated hands-on sessions to reinforce the application of lifesaving techniques in a variety of emergency scenarios.

Dallas Area Rapid Transit Dallas, TX

Bus Mechanic/Revenue Technician Oct 2019 - Jan 2024

• Conducted comprehensive maintenance and repairs on buses, adhering to manufacturer specifications, including the diagnosis of mechanical issues and execution of necessary repairs.

• Performed routine preventive maintenance tasks such as oil changes, tire rotations, and brake inspections, ensuring the longevity and safety of the fleet.

• Managed the coordination and scheduling of bus assignments for operators, ensuring efficient and timely rider pick-up and end-of-day revenue collection.

• Maintained meticulous records of repairs and parts replacements, provided technical support to peers, and ensured compliance with all safety regulations during maintenance operations. State Farm Dallas, TX

Customer Service Feb 2020 - Feb 2023

• Managed a high volume of customer interactions through phone and email, ensuring timely scheduling and follow-up with clients to optimize appointment retention and efficiency.

• Resolved customer inquiries and issues, providing informed and courteous support, which consistently met and exceeded satisfaction benchmarks.

• Enhanced team performance by contributing to process improvements and sharing expertise, leading to more effective communication and collaboration.

• Contributed to product and service enhancements through active participation in cross-functional projects, delivering customer-focused solutions and tools.

Housecall Pro

Customer Support Representative Oct 2019 - Dec 2021

• Provided expedient and accurate handling of customer inquiries, ensuring issues were escalated appropriately for timely resolution.

• Delivered comprehensive technical support and workflow optimization advice, enhancing customer understanding and usage of software products.

• Sustained high-quality customer service by conducting satisfaction follow-ups and implementing feedback to refine support processes.

• Analyzed performance metrics and customer feedback to identify trends, contributing to continuous improvement of service delivery and customer experience.

Lakee Jones Dallas, TX

Insurance Customer Service Representative Jul 2017 - Mar 2021

• Delivered exceptional customer service, handling inquiries, complaints, and requests, and provided informed responses regarding insurance policy details.

• Processed policy applications and renewals, ensuring the accuracy of customer data and adherence to regulatory standards.

• Analyzed client data to generate reports, identifying trends to enhance service delivery, and advised customers on coverage options tailored to their needs.

• Collaborated with interdepartmental teams to resolve complex customer issues promptly and maintained comprehensive records of customer interactions.

Desoto ISD Desoto, TX

Lead Custodian/Janitor Mar 2016 - Oct 2019

• Managed daily custodial operations, including sweeping, mopping, and dusting, while ensuring the safe and secure opening of the facility for staff and students.

• Supervised and scheduled a team of custodians, maintaining high standards of cleanliness and safety, and provided training on the proper use of equipment and customer service.

• Conducted regular inspections and audits to ensure the environment met health and safety regulations, and efficiently addressed and resolved cleanliness complaints.

• Coordinated logistics for special events and facility maintenance, effectively communicated with various departments, and served as the primary liaison with external vendors. SS&C Inc. Desoto, TX

Housekeeper Manager Feb 2016 - May 2018

• Oversaw efficient department operations by managing housekeeping staff, assigning tasks, and conducting performance evaluations to provide feedback and guidance.

• Developed and delivered comprehensive training materials for new staff, ensuring adherence to cleaning standards and safety protocols.

• Monitored inventory levels of supplies and equipment, implementing a preventative maintenance program to ensure operational readiness.

• Maintained high cleanliness standards through regular inspections of guest rooms and public areas, while also managing scheduling and addressing guest concerns promptly. Walmart Desoto, TX

Department Manager Oct 2014 - Apr 2016

• Managed inventory control, maintaining accurate stock levels for diverse product categories and ensuring timely ordering and stocking.

• Led a team of 15, fostering an environment of efficiency and ensuring all operational tasks met completion deadlines.

• Enhanced customer service and boosted department sales by 10% over a six-month period through targeted strategies.

• Streamlined operations by implementing cost-saving measures and maintaining quality assurance, while resolving customer complaints effectively.

Idabel Apartment Idabel, OK

Leasing Assistant Feb 2013 - Feb 2015

• Facilitated the leasing process by preparing documentation, conducting market research to ensure competitive pricing, and managing tenant agreements, ensuring meticulous record-keeping and compliance with leasing standards.

• Enhanced customer experience by providing prompt responses to inquiries, advising on lease terms, and coordinating maintenance requests, which contributed to tenant satisfaction and retention.

• Executed administrative duties, including processing rent payments, generating occupancy and financial reports, and managing property viewings, contributing to the smooth operation of leasing activities. Holiday Inn Idabel, OK

Front Desk Clerk Jul 2008 - Jan 2012

• Delivered exceptional customer service by assisting with check-in/check-out, addressing inquiries, and resolving complaints to ensure guest satisfaction.

• Processed various payment transactions and adeptly managed accurate records of guest stays, enhancing administrative efficiency.

• Maintained a secure and welcoming lobby environment by verifying guest identification, organizing supplies, and overseeing safety measures through surveillance monitoring. EDUCATION

Kiamichi Technology Center - Idabel

Certifications in Cosmetology

Idabel, OK

Aug 2004

Idabel High School

High School Diploma, English

Idabel, OK

May 2001

SKILLS

Problem Solving • Creativity • Teamwork • Microsoft PowerPoint • Leadership • Effective Time Management • Communication • Fast Learner • Adaptability • Computer Skills • Ability to Work in a Team • Microsoft Office

• Communication Skills • Troubleshooting (Problem Solving) • Customer Support • Medical Records • Microsoft Windows • Account Management • Mobile Devices • Inventory Control • Customer Service • Cardiopulmonary Resuscitation (CPR) • First Aid • Management • Accounting • Computer Hardware • Workflows • Cash Handling • Management Accounting • Microsoft Excel • Mechanics

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