Marlon R Jones
Address: 1909 Hickory Trace Dr. Orange Park, FL 32003
Phone: 904.269.5202
Cell: 904.495.1341
Email: marlonjones27@yahoo.com
Career Objective:
To seek employment with a company that will utilize my talents and to reach and overcome new challenges
Highlight of Qualifications:
- Microsoft Word
- Microsoft Excel
- 8 yrs Customer Service Experience
Work Experience
11/9/09-Present : Contemporary Staffing Solutions
Jacksonville, FL
Temp
- Answered customer inquiries pertaining to billing cycle, promotions, and payment methods.
- Answered customer requests for reporting lost/stolen cards.
- Issued new/replacement cards for lost/stolen or unusable cards per cardholder request.
- Registered new cardmembers/Activated new accounts for customers using OFAC & IDology. Customers had to pass an identity verification for pre-paid credit cards.
- Handled customer complaints/concerns 85-100 calls daily.
- Transferred funds per cardholder request from one account to another.
- Review metrics (handle time, calls taken, AUX/ACW time, adherence and QA scores.) monthly to identify strength areas and those requiring coaching.
- Possess effective communications skills, and work well with others at all levels.
Feb. 2009-Aug. 2009 : Ruby Tuesday's
Jacksonville, FL
Server
- Dedicated to ensuring customer satisfaction by remaining accessible and friendly.
Exceptional interpersonal and team building skills with an aptitude for building rapport with a diverse range of customers, managers, and colleagues; talent for quickly resolving issues prior to escalation.
Thorough knowledge of menu offerings, including gourmet food, spirits, and wine pairings.
Skilled at anticipating, identifying and fulfilling guest needs and clarifying special orders.
Success multitasking while ensuring customer fulfillment.
June 2008-Jan. 2009 : Applebee's Restaurant
Jacksonville, FL
Server
- Dedicated to ensuring customer satisfaction by remaining accessible and friendly.
- Exceptional interpersonal and team building skills with an aptitude for building rapport with a diverse range of customers, managers, and colleagues; talent for quickly resolving issues prior to escalation.
- Thorough knowledge of menu offerings, including gourmet food, spirits, and wine pairings.
- Skilled at anticipating, identifying and fulfilling guest needs and clarifying special orders.
- Success multitasking while ensuring customer fulfillment.
Nov. 2006 & July 2003-Mar. 2008 & June 2004 : HSBC
Jacksonville, FL
Customer Service Representative
- Answer customer inquiries/update promotions regarding their credit card accounts
- Report lost or stolen credit cards, and disputes
- Consistently meet/exceed company targets
- Researched an answered billing inquiries regarding and updated payment methods
- Handled customer concerns/complaints, 85-100 calls daily
- Retained unsatisfied customers who have the Identity Protection Plan and Credit Protection.
- Transferred funds per cardholder request from card to card or to a specified promotion plan (first covering the minimum payment and allocated accordingly per request)
- Review metrics (handle time, calls taken, AUX/ACW time, adherence and QA scores.) monthly to identify strength areas and those requiring coaching.
- Built a rapport with customers and proposed different products and services based on their account history to help minimize their monthly bill.
- Participated in collection efforts for diliquent accounts.
- Responsible for locating and notifying customers of delinquent accounts, usually by phone but sometimes by letter. High percentage of payment secured and compromises offered where customers are in financial jeopardy.
Education
Christiana High School
Newark, DE
Diploma
1995-1999
Wilmington University
New castle, DE
2001-2003
The Art Institute of Jacksonville
Jacksonville, FL
October 2008-Present
References Available Upon Request