Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angelica Jones

Kansas City

Summary

Experienced customer service professional with over a decade of proven success in diverse industries. Proficient in utilizing CRM systems across multiple communication channels. Skilled at connecting customers with products, services, and technical support. Known for being articulate, enthusiastic, and goal-driven, with a strong commitment to building relationships, fostering partnerships, and driving business growth.

Overview

9
9
years of professional experience

Work History

Banking Customer Service Representative

Discover Financial
10.2023 - Current
  • Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
  • Received telephone calls from customers regarding their accounts or services provided by the bank.
  • Conducted research into customer questions or problems using available resources.
  • Informed customers about new products or services available through the bank.
  • Resolved customer complaints or escalated them to the appropriate personnel as needed.
  • Explained banking procedures and regulations to customers accurately.

Customer Service Representative

Waste Management
01.2023 - 10.2023


  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Small Business Technical Support

Bank of America
07.2022 - 01.2023
  • Assist merchants with any questions on new or existing equipment or services.
  • Troubleshoot any equipment, profile funding issues.
  • Walk through the setup or updates on any equipment or account issues.
  • Maintained an up-to-date knowledge of industry trends and developments related to business banking.
  • Developed relationships with customers by providing tailored advice on banking products and services.
  • Created customized lending packages based on individual client needs and objectives.

Customer Service/Technical Support Representative

Optum Health/United Healthcare
06.2021 - 03.2022
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Uphold high standards of customer services by responding to inquiries, needs and problems.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Audited customer account information to identify issues and develop solutions.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Troubleshot, resolved or escalated technical issues based on individual customers' needs.
  • Responded quickly to customer inquiries, needs and problems.
  • Identified ways to streamline common requests and improve support processes to better serve customers' needs.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.

Acquisition Specialist

Discover Financial Services
03.2021 - 06.2021
  • Provide exceptional internal and external customer service in a professional manner which includes answering phone calls promptly, responding in a timely manner and using caller's name.
  • Enroll and train cardholders on bank and/or credit card websites to ensure customer ability to maintain credit card account online.
  • Process requests from cardholders including customers with credit balances on accounts; balance transfer requests ensuring required documentation and correspondence is completed and posted to account.
  • Maintain high level of product knowledge regarding all aspects of consumer card programs including features and benefits, fees and service charges, and disclosure requirements.
  • Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.

Customer Service Representative

Consumer Cellular
01.2020 - 02.2021
  • Answer incoming calls and chats in regards to new and existing accounts.
  • Educated on plan and device options.
  • Assist in creating and updating accounts.
  • Schedule and take payments for new and existing plans.

Customer Service Representative

Ring
01.2017 - 12.2019
  • Take ownership of neighbors( customers) accounts and work diligently to resolve customer's technical issues, complaints and questions and provide outstanding service.
  • Efficiently and effectively manage all accounts, maintain all required records, promptly address any issues as they arise and keep management informed.
  • Answer phones professionally and respond promptly to various inquiries with care and urgency, using available resources.
  • Handle customer service situations and challenging calls with confident knowledge and patience, ensuring customers' needs are met and they are satisfied with the level of service provided.
  • Accurately and efficiently process information and complete tasks in a timely manner.
  • Promptly troubleshoot applications and Devices including Bluetooth connectivity, and provide excellent and knowledgeable support to get the customer back in service.

Retention Specialist

Convergys
04.2016 - 12.2016
  • Design and implement customer retention strategies to increase loyalty and retain business.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Explained new products and services to customers.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Implemented creative solutions to deal with special circumstances.
  • Responded to 70+ customer queries daily.

Education

Some College (No Degree) - Medical Records

University of Phoenix
Phoenix, AZ
01.2025

High School Diploma -

Independence High School
Phoenix, AZ
05.2012

Skills

  • Technical troubleshooting
  • Credit card payment processing
  • Application installations
  • Technologically savvy
  • Call Center Operations
  • Customer relations
  • Critical thinking
  • Microsoft Office expertise
  • Conflict resolution
  • Courteous demeanor
  • Multitasking
  • High-energy attitude
  • Customer service
  • Live Chat
  • Technical Support
  • Troubleshooting
  • CRM Software
  • Help Desk

Timeline

Banking Customer Service Representative

Discover Financial
10.2023 - Current

Customer Service Representative

Waste Management
01.2023 - 10.2023

Small Business Technical Support

Bank of America
07.2022 - 01.2023

Customer Service/Technical Support Representative

Optum Health/United Healthcare
06.2021 - 03.2022

Acquisition Specialist

Discover Financial Services
03.2021 - 06.2021

Customer Service Representative

Consumer Cellular
01.2020 - 02.2021

Customer Service Representative

Ring
01.2017 - 12.2019

Retention Specialist

Convergys
04.2016 - 12.2016

High School Diploma -

Independence High School

Some College (No Degree) - Medical Records

University of Phoenix

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Angelica Jones