Kimberley A. Jones
Chester Castle District
Summary
Adept at enhancing customer experiences and streamlining operations, I Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Collections Agent
Teleperformance, Cox Communications
05.2024 - Current
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
Customer Service Representative
Tele-Performance | Alliance One
06.2017 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolve Customer's Credit Card issues
- Research and receive/process Credit Card payments
- Monitor new trainees' calls for quality control purposes and grade accordingly
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Supervisor in Training
Teleperformance - Bread Financial
01.2023 - 04.2024
- Enhanced team productivity by implementing efficient work processes and providing regular feedback.
- Developed employee skills through targeted training sessions, resulting in improved job performance.
- Streamlined operations by identifying areas for improvement and implementing necessary changes.
- Reduced staff turnover by fostering a positive work environment and addressing employee concerns promptly.
- Increased customer satisfaction with effective communication and timely resolution of issues.
- Maximized output by optimizing resource allocation and scheduling tasks strategically.
Quality Assurance Representative
Teleperformance | Alliance
12.2018 - 02.2020
- Improved product quality by implementing comprehensive testing procedures and documenting results.
- Enhanced customer satisfaction by identifying and resolving product defects in a timely manner.
- Collaborated with cross-functional teams to address quality issues and implement corrective actions.
- Streamlined QA processes for increased efficiency, reducing time spent on repetitive tasks.
- Conducted thorough audits of production facilities, ensuring compliance with industry standards and regulations.
- Developed training materials for new hires, fostering a culture of continuous improvement within the QA team.
- Maintained detailed records of test results, providing valuable data for future process improvements.
- Increased accuracy of defect detection by creating and implementing standardized testing protocols.
Cashier
Quality Traders Supermarket
09.2016 - 06.2017
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Record and analyze company's services.
- Attended to and locate solutions to their respective issues/problems that may arise on a daily basis.
Grounds Crew Intern
Palladium Resort
02.2015 - 11.2015
- Enhanced overall landscape appearance by performing regular grounds maintenance tasks such as mowing, trimming, and pruning.
- Contributed to a safer campus environment by promptly addressing potential hazards such as debris and fallen tree limbs.
- Improved overall turf health with proper fertilization and irrigation techniques.
- Collaborated with team members to efficiently complete projects, ensuring optimal use of resources and time management.
- Assisted in the planning and execution of seasonal landscape improvements for visual appeal and sustainability.
- Responsible for transplanting various shrubs, plants in the Nursery Department.
- Increased plant health by monitoring for pests or diseases and applying appropriate treatments when necessary.
Housekeeping Room Attendant
Gardenia Hotel
06.2014 - 08.2014
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Collaborated with team members for efficient completion of tasks, resulting in increased productivity.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Replenished supplies in guests' rooms as needed.
- Worked as Dishwasher in kitchen as needed or as assigned.
Education
High School Diploma -
Little London High School
Little London, Westmoreland, Jamaica06.2015
All Subjects
Broughton Primary School
Broughton District, Westmoreland, Jamaica06.2010
Skills
- Data Entry
- Paperwork Processing
- Call Management
- Complaint resolution
- Product Knowledge
Objective
To obtain employment as a Customer Service Specialist in a dynamic organization and apply my skills and experience to their overall mission and objectives.
Timeline
Collections Agent
Teleperformance, Cox Communications
05.2024 - Current
Supervisor in Training
Teleperformance - Bread Financial
01.2023 - 04.2024
Quality Assurance Representative
Teleperformance | Alliance
12.2018 - 02.2020
Customer Service Representative
Tele-Performance | Alliance One
06.2017 - Current
Cashier
Quality Traders Supermarket
09.2016 - 06.2017
Grounds Crew Intern
Palladium Resort
02.2015 - 11.2015
Housekeeping Room Attendant
Gardenia Hotel
06.2014 - 08.2014
High School Diploma -
Little London High School
All Subjects
Broughton Primary School
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