Sherry Jones
Lexington
Summary
Dynamic customer service professional with proven expertise at Connexus Resource Group in utilizing CRM software and active listening skills. Recognized for efficiently resolving complex issues, significantly enhancing customer satisfaction and loyalty. Skilled in data entry and prioritization, consistently delivering results under pressure. Aiming to leverage these strengths to drive exceptional customer experiences in a challenging role.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Connexus Resource Group
10.2004 - 02.2025
- Managed document flow by efficiently opening, sorting, and scanning mail, in addition to handling incoming calls with professionalism
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Collected deposits or payments and arranged for billing.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
Customer Service Rep
Get Insured America/TEK Systems
01.2024 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Addressed customer inquiries to ensure satisfaction and foster positive service experience
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Tier1 Agent
Radial, Inc
01.2022 - 10.2024
- Address customer inquiries and concerns via phone, chat, and email, ensuring resolution on the first interaction to maximize customer satisfaction
- Facilitate reimbursements and apply credits to resolve delivery issues, maintaining a commitment to service excellence
- Process adjustments for promotional codes to ensure accurate customer billing and enhance the overall shopping experience
- Maintained up-to-date records of customer interactions for future reference.
- Performed data entry tasks accurately and efficiently within established timelines.
Receptionist
Volvo Truck NA IT Group
Greensboro
08.2016 - 06.2022
- Managed a multi-line phone system, efficiently screening and directing incoming calls to appropriate departments, ensuring seamless communication flow
- Greeted and processed visitors through the iVisitor Portal, reinforcing security protocols by preventing unauthorized access to sensitive areas
- Served as a primary information resource for employees, addressing inquiries related to visitors, calls, and company procedures
- Coordinated transportation arrangements for international colleagues, facilitating airport pickups and ensuring a smooth visit transition
Cashier/Grill Cook
McDonald's
Randleman
08.2012 - 08.2016
- Processed customer orders with accuracy and efficiency, ensuring correct order assembly and timely service in a high-volume, challenging environment
- Maintained a welcoming atmosphere, addressing customer inquiries and concerns with patience and a positive demeanor to enhance guest satisfaction
- Managed inventory levels, restored supplies, and upheld cleanliness standards throughout the restaurant to ensure a safe and inviting dining experience
Data Entry
American Recovery Services, Inc.
01.2007 - 01.2010
- Accurately processed and entered new orders into the system, ensuring data integrity and timely updates to relevant parties
- Conducted thorough research to locate customers and associated collateral, contributing to the efficiency of account management
- Maintained daily communication with clients, providing updates on account status and addressing inquiries, while also managing end-of-month account reconciliations
Accounting Associate II
Volvo Business Services; United Staffing Temporary Agency
10.2004 - 10.2006
- Managed the accurate processing of invoices and maintenance of financial statements, ensuring timely vendor communication and account reconciliation
- Rectified electronic data interchange (EDI) invoice discrepancies by aligning them with the appropriate delivery notes to uphold data integrity
- Reconciled accounts by identifying errors or omissions, applying accounting standards.
- Handled high-volume invoice processing with minimal supervision.
- Audited and approved invoices using third-party applications.
- Reconciled monthly statements and transactions to keep records accurate and current.
- Handled invoices and purchase orders by properly logging into system.
- Matched orders with invoices and recorded required information.
Administrative Assistant
IDS Technologies
04.2000 - 07.2002
- Managed comprehensive clerical tasks including document filing, typing correspondence, and maintaining accounts receivables, ensuring efficient office operations
- Handled invoicing and financial record-keeping in QuickBooks2000, while providing customer service and support for sales, shipping, and telephone repairs
- Prepares collection letters in accordance with policy and ensure they are sent out to providers within established guidelines
Administrative Assistant
Fortress Wood Products Inc
01.2000 - 11.2001
- Managed a comprehensive set of administrative tasks including record filing, handling accounts receivable, processing sales and invoices, coordinating shipping logistics, closing month-end financial reports, maintaining accurate data entry, and providing customer service, while efficiently conducting collections
Skills
- CRM Software Proficiency
- Proficient in Windows
- Prioritization Skills
- Virtual Desktop Infrastructure
- Active listening
- Oracle Cloud
- Microsoft Teams
- Amazon Connect
- Verint iCloud Services
- Accurate Data Entry
- Salesforce
Timeline
Customer Service Rep
Get Insured America/TEK Systems
01.2024 - 12.2024
Tier1 Agent
Radial, Inc
01.2022 - 10.2024
Receptionist
Volvo Truck NA IT Group
08.2016 - 06.2022
Cashier/Grill Cook
McDonald's
08.2012 - 08.2016
Data Entry
American Recovery Services, Inc.
01.2007 - 01.2010
Customer Service Representative
Connexus Resource Group
10.2004 - 02.2025
Accounting Associate II
Volvo Business Services; United Staffing Temporary Agency
10.2004 - 10.2006
Administrative Assistant
IDS Technologies
04.2000 - 07.2002
Administrative Assistant
Fortress Wood Products Inc
01.2000 - 11.2001
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