Martecia Jones

Martecia Jones Augusta, GA 30909-- An interesting position with a growing company. Authorized to work in the US for any employer Work Experience CSR II Sears Commercial - Augusta, GA May 2017 to Present • The Customer Service Representative II is responsible for ensuring the accurate and timely execution of order processing, including validation of products requested, managing back orders, customer adjustments, and customer service issues. • Maintains accurate tickler file and coordinates timely confirmation of orders in sales processing system. • Ensures that all deadlines are met to deliver expected results and generate profitable revenue, and executes current and future processes as defined by the business. • Responsible for order processing, order management, and maintaining customer relationships for specified customers of the Sears Commercial business. • Delivers superior customer service and drives revenue growth by using good techniques of selling and service for specific customers as identified by the business to process telephone and email orders via Order Management system in order to meet the customer's delivery expectations • Enters and manages orders accurately and timely utilizing various order management systems. • Requests customer adjustments and check requests where applicable • Ensures that deliveries are completed based upon customer's request • Resolves customer issues, and responds to inquiries from customers; handles and provides appropriate follow up on customer issues (i.e., delivery, installation) • Researches billing issues, and submits necessary adjustments, refunds, or corrections as it pertains to returns and exchanges. • Follows up with Credit to expedite Credit Holds • Confirms sales order information to customers as outlined in the process steps; Advises customers and Account Managers of backorders, and helps to make another selection • Creates Work Orders for product installation to meet customer delivery requirements, which includes working with the Delivery team CSR/Email Agent Urban Outfitters - Augusta, GA September 2015 to May 2017 • Attracted potential customers by answering product and service questions • Provided product and service information • Assisted customer by keying orders and processing payments • Provided basic technical support • Assisted customers via email and/or phone • Met/exceeded daily email goals • Computed and recorded totals of transactions • Researched and recommended the best options for customers • Submitted claims to be further reviewed Customer Service Representative Sitel - Augusta, GA May 2014 to March 2015 Posted charges against guests' and patients' accounts. • Calculated total payments received during a time period, and reconciled this with total sales. • Received payment by credit cards and automatic debits. • Resolved customer complaints. • Successfully handled irate customers. • Compiled and maintained non-monetary reports and records. • Requested information and assistance using paging systems. • Answered customers' questions, and provided information on procedures and policies. • Responded to written and telephone requests. • Computed and recorded totals of transactions. • Researched and recommended the best options for customers. Team Member Kentucky Fried Chicken - Augusta, GA September 2010 to May 2014 Issued receipts, refunds, credits, and change due to customers. • Executed daily operations of cash registers. • Offered customers carry-out service at the completion of transactions. • Monitored checkout stations to ensure that they had adequate cash available and that they were staffed appropriately. • Received payment by cash and credit cards. • Resolved customer complaints. • Redeemed coupons. • Established and identified prices of goods, services and admission, and tabulated bills using calculators, and cash registers. • Successfully handled irate customers. • Maintained clean and orderly checkout area. • Sold food to customers. • Answered customers' questions, and provided information on products. • Sold tickets and other items to customers. • Greeted customers entering establishments. • Responded to written requests. • Recommended the best options for customers. • Bagged, boxed, and wrapped merchandise. Education Diploma Hephzibah High School 2012 Skills Knowledge of standard computer software systems and Microsoft applications (5 years), Ability to use order processing systems and grasp policies and procedures (3 years), Ability to use standard office equipment, including telephone system, fax machines, and photocopying equipment (5 years), Customer service skills, organizational skills, teamwork skills, relationship building skills (7 years), Prior experience in a call center or customer service industry (5 years)