analysis_PROJECTS:建模/机器学习项目-开源
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2021-06-22
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SALLY JONES
2498 Rocky Ridge Dr. Roseville, CA 95661
(916)-223-3255
sallyjones@gmail.com
Customer service representative with over six years’ experience in telephone and face-to-face customer
service. Experience with sales, troubleshooting, tech support, and customer care. Knowledgeable with
major customer service software, handling customer complaints, and maintaining a positive and friendly
disposition. Hoping to use my wealth of experience to attain employment in a customer service role.
PROFESSIONAL EXPERIENCE
PROGRESSIVE INSURANCE Roseville, CA
Customer Service Specialist October 2013 – Present
Answer and direct 40+ calls daily, with goals including selling plans, managing customer
accounts, responding to service queries, and cancelling accounts
Trained 5 employees in using Kayako (customer service software), as well as in basic duties and
how to conduct calls
Received a 90% average customer satisfaction rating (to date), winning “Employee of the Month” in
July of 2015
Able to research and manage highly complicated accounts to provide comprehensive service to
customers and assist upper management
Closed sales at almost 60% rating, 10% higher than company average
BARNES AND NOBLE BOOKSTORE Roseville, CA
Information and Customer Service Specialist September 2009 – September 2013
Memorized store organization system, as well as special products and discounts, and
directed customers to desired products
Conducted returns and informed customers of return policy
Fielded customer complaints and issues, with +90% of issues resolved to customer satisfaction
Maintained friendly and positive attitude at all times, even with unhappy and unruly customers
Mastered in-house customer service and sales computers, powered by Zendesk
Awarded “Employee of the Month” in January 2011
EDUCATION
CALIFORNIA STATE UNIVERSITY AT SACRAMENTO Sacramento, CA
Bachelor’s of Science in Business Administration, June 2009
GPA 3.4/4.0
Future Business Leaders of America Scholarship Recipient
ADDITIONAL SKILLS
Excellent communication skills with a focus on customer service
65 WPM Typist
Software: Zendesk, and Kayako
Experience with Microsoft Office – Word & Excel
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