Hilary Jones

Customer Service Manager

adv2j5@r.postjobfree.com 405-***-**** Oklahoma, OK, 73114

CAREER OBJECTIVE

Proactive and positive professional with 13.5+ years of experience and proven knowledge of customer satisfaction, In house and customer relationship management, and impeccable customer service. Aiming to leverage my skills to successfully fill the Customer Service role at your company.

EXPERIENCE

Customer Service Manager

Sara's Heart, Houston, TX / Sep 2010 - Jan 2020

•Interacted with customers to quickly handle escalated queries and complaints.

•Recruited and trained employees, fostering customer service mission and objectives.

•Maintained customer satisfaction by gathering actionable insights and offering solutions.

•Managed customer service staff by communicating expectations and monitoring and analyzing results.

•Created weekly schedules based on predicted staffing needs, budgets and employee requests.

•Conducted monthly meetings to create business plans to drive successful monthly business.

•Conducted quality, timely performance feedback and performance appraisals.

•Led and directed team members on effective methods, operations and procedures

•Implemented and developed operational standards, policies and procedures.

Communications Specialist

Mr. Tee Shirt, Austin, TX / Jun 1996 - Aug 2000

•Established and maintained cooperative relationships with representatives of the community, consumer, employee and public interest groups.

•Responded to requests for information from media and designated appropriate spokesperson and information source.

•Coached client representatives in effective communication with public and with employees.

•Arranged public appearances, lectures, contests and exhibited for clients to increase product and service awareness and to promote goodwill.

•Studied objectives, promotional policies, or needs of organizations to develop public relations strategies to influence public opinion or promote ideas, products, or services.

•Purchased advertising space to promote client's product or agenda.

•Conducted market or public opinion research to test products or determine potential for product success.

•Performed routine and scheduled maintenance services.

EDUCATION

Austin College Rio Grande

Austin, TX

Completed coursework towards Bachelor of Arts (B.A.) Drama/voice and diction/English (Nov 2000)

Relevant Coursework

•Communications/ Human Behaviors

•Public speaking

Awards & Honors

•B. Eden Payne Award, Best Actress, Venue for UT theater & dance production

Extracurricular Activities

•Track & Field Team

•Fencing Team

University of Texas Health Science Center at Houston

GPA: 3.11

Houston, TX

Completed coursework towards associate in applied science (A.A.S.) Communication (Mar 1999)

Relevant Coursework

•Interpersonal Communications

ADDITIONAL SKILLS

Issue Resolution

Handling Escalations

Verbal and Written Communication

Positive and Constructive Feedback

Employee Coaching and Motivation

Leading Team Meetings

Talent Allocation

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