Sakwana Jones
Indian Trail
Summary
Dedicated and customer-focused Customer Service Representative with 5 years of experience delivering high-quality support in fast-paced environments. Skilled in resolving customer issues, handling high call volumes, and building strong client relationships. Proven ability to improve customer satisfaction and streamline service processes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Asdi Consulting
Charlotte, NC
07.2020 - Current
- Handle 50–100+ customer interactions daily via phone, email, and chat
- Resolve customer complaints efficiently, achieving a satisfaction rating of over 90%
- Process orders, returns, and account updates with high accuracy
- Train and mentor new team members on company systems and service standards
- Collaborate with cross-functional teams to improve service workflows
- Assisted customers with inquiries, billing issues, and product support
- Maintained detailed records of customer interactions in CRM systems
- Reduced average response time by 20% through improved ticket handling
- Upsold products and services, contributing to a 15% increase in revenue
Education
High School Diploma -
Concord High School
Staten Island, NY06.2012
Skills
- Customer Relationship Management (CRM) software
- Conflict resolution & problem-solving
- Communication (verbal & written)
- Multitasking & time management
- Data entry & order processing
- Team collaboration
- Microsoft Office Suite
Certification
- Customer Service Certification
- Communication Skills Training
- Payroll specialist (adp)
Timeline
Customer Service Representative
Asdi Consulting
07.2020 - Current
High School Diploma -
Concord High School