Service Representative Customer
Resume:
VALERIE N. JONES
***************@*****.***
WORK SUMMARY
Objective Dedicated, passionate escalation customer service representative with 10yrs of extensive experience to continue a career in customer relations, support, and services. Re-entering the workforce after taking some off to provide care to mother while staying engaged with providing and mastering assistance, resolutions, and empathy to clients. SKILLS,
5+Years of Effective De-escalation Resolutions Experience, with Challenging Clients while Maintaining 90% and Higher Satisfaction Survey Ratings, 2+Years of Working Remotely with Dual Screens while Providing Interactive Rapport with Clients, Active Listening Skills Utilizing Empathetic Tones While Providing Clients Moments to Interject for Clarity and Expression Freedom in Required Call NPI's, Time Management, Critical Thinking, Sharp and Timely Problem Solving, Microsoft Skills, Training Experience for New Representatives, Innovative Research Skills, Coaching, Feedback WORK EXPERIENCE
Employment Sabbatical
October 2021-September 2022
● Provided 24/7 in-home healthcare for parent during treatment for medical condition until full recovery
● Currently, providing volunteer services with homeless females being transitioned from prison systems back into society at Jonah’s Place Transitional Living Facility. ALORICA CUSTOMER SERVICES
March 2011-October 2021
Escalation Customer Service Representative/Trainer
● 10+Years of Experience with Filing Claims for Warranties
● Reviewed and resolved all incoming inquiries from internal and external customers in timely manner while displaying dignity and trustworthiness when accessing customer’s account with private information
● De-escalated problematic customer concerns, maintaining calm and friendly demeanor
● Capitalized on opportunities to enhance customer experiences and bring repeat business
● Achieved top satisfaction and retention ratings on consistent basis
● Provided top quality control and eliminate downtime to maximize revenue
● Trained new hire customer representatives with call flow preparation tools to create a superior experience for the customer
EDUCATION Bachelor of Science in Psychology
(U of Houston-Downtown
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