Summary
Overview
Work History
Education
Skills
Timeline
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Chunnee Jones

Atlanta

Summary

Customer service professional with strong foundation in leading teams and achieving high standards of performance. Known for effectively managing customer interactions and resolving issues promptly. Focus on collaborative efforts and results-driven initiatives, ensuring adaptability to dynamic environments. Skilled in communication, conflict resolution, and team leadership.

Overview

27
27
years of professional experience

Work History

Lead Customer Service Specialist

ServTech
01.2012 - Current
  • Led customer service team to enhance response times and improve overall satisfaction.
  • Developed training programs for new staff, fostering skill development and operational efficiency.
  • Implemented feedback systems to gather insights, driving continuous improvement in service delivery.
  • Analyze customer inquiries to identify trends, providing strategic recommendations for product support improvements.
  • Monitored individual performance metrics, identifying areas for improvement and providing constructive feedback.
  • Implements new training programs to boost team performance and improve service quality.
  • Boost team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Leverage expert product knowledge to guide customers through purchasing decisions, promoting upsells where appropriate.

Customer Service Representative

The Sullivan Center
06.2002 - 06.2012
  • Resolved customer inquiries through effective communication and active listening skills.
  • Provided product information and service details to enhance customer understanding and satisfaction.
  • Assisted in training new staff on customer service protocols and best practices.
  • Handled escalated issues with professionalism, ensuring timely resolutions for customers.
  • Developed and maintained strong relationships with clients to foster loyalty and repeat business.
  • Collaborated with cross-functional teams to implement improvements based on customer insights and needs.

Customer Support Specialist

Nextel Cellular Communications
05.1998 - 06.2007
  • Resolved customer inquiries efficiently using CRM systems, enhancing overall satisfaction levels.
  • Trained new staff on customer service protocols and product knowledge, improving team performance.
  • Analyzed customer feedback to identify areas for improvement in service delivery processes.
  • Collaborated with cross-functional teams to implement solutions, streamlining communication channels.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
  • Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.

Education

Elementary Education

Morris Brown College
Atlanta, GA
04-2002

Skills

  • Sales support
  • Negotiation
  • CRM software
  • Fast learner
  • Notary Certified Specialist
  • Problem-solving

Timeline

Lead Customer Service Specialist

ServTech
01.2012 - Current

Customer Service Representative

The Sullivan Center
06.2002 - 06.2012

Customer Support Specialist

Nextel Cellular Communications
05.1998 - 06.2007

Elementary Education

Morris Brown College

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Chunnee Jones