Nicholas C Jones

Professional Summary_________________________________________________________________ Self-motivated customer service professional with significant years of relevant experience in virtual support and customer relations and related technical abilities. Detail–oriented individual who exemplifies professionalism, and an ability to manage multiple projects and tasks at any given moment. Demonstrated history of successful client interaction and effective brand representation, while providing high-quality support to clients and management as well as facilitating solid support operations Professional Experience________________________________________________________________ ARISE (Remote) Customer Service Representative June 2022-Present Hours Per Week: 40+ Duties, Accomplishments and Related Skills • • • • • • • • Research/resolves issues regarding mapping, store information, and Internet feedback which reduced website problems. Responsible for handling customer inquiries, complaints, billing questions, invoices, and payment extension/service requests. Troubleshoots website/system issues related to submitting payments, web navigation, email/password resets as well as aiding customers who wish to enroll in online based initiatives. Interfaces with various departments to resolve customer billing/field service complaints expeditiously. Resolves customer inquiries and/or problem resolution in a professional and composed manner and escalate to manager as appropriate. Provides accurate information about client products and services to the caller and educates callers on how to use client products and services. Provides high quality customer service to customers under stressful situations and ensure they received top notch service. Identifies the trend with product/equipment issues and cross-functional departments to determine the root cause and resolve. AFNI Customer Service Representative May 2019-January 2022 Hours Per Week: 40+ Duties, Accomplishments and Related Skills • • Provide excellent customer service to customers via phone, email, and chat; Responded to customer inquiries in a timely manner, provided accurate information and solutions. Monitored customer feedback and provided suggestions for improvement; Document all customer interactions accurately and completely. • • • Utilized problem-solving skills to resolve customer issues quickly and efficiently. Maintained up-to-date knowledge of products and services offered by Afni; Followed established procedures for handling customer complaints and escalations. Participated in team meetings and other company events; Assisted with training new customer service representatives. Sprint (Remote) Customer Service Representative October 2015-February 2017 Hours Per Week: 40+ Duties, Accomplishments and Related Skills • • • • • • • • • • • Provided first level inbound telephone support for customers by troubleshooting, investigated and resolved questions and challenges. Received calls from customers and handled issues/complaints via telephone by providing excellent customer service. Processed orders and transactions on customer accounts such as new phones, accessories and/or rebates. Worked virtually with other team members to guarantee customers received accurate information regarding their accounts/issues. Effectively answered questions regarding the company’s products or services Resolved issues by troubleshooting technical problems or coverage regarding phone service. Attended virtual trainings to ascertain most recent information and/or changes were implemented. Handled complaints by building strategies for improving overall customer service experience. Provided excellent customer skills by researching issues and responding in a timely manner decreasing customer wait times. Processed payments from customers by entering credit/debit card information and/or ACH transfers. Offered eligible customers upgrades and/or addition to services based on rules/regulations of the company. Education____________________________________________________________________________ Christian County High School Diploma Received Skills________________________________________________________________________________ ❖ ❖ ❖ ❖ ❖ ❖ Excellent Customer Service Skills Exceptional Critical Thinking/Problem Solving Skills Creative Innovative Thinking Skills Attention to Detail Quick and Effective Learner Virtual/Remote Skills References___________________________________________________________________________ Available Upon Request