Conswella Jhones

Customer service professional with 9+ years of experience supporting customers across technology, telecom, and service-based environments, including remote roles with USA-based companies. Experienced in handling customer inquiries, technical and account-related issues, billing and subscriptions, troubleshooting, follow-ups, and customer concerns with empathy and professionalism. Strong background in CRM documentation, problem solving, sales support, appointment setting, and managing high-volume customer interactions.

Fluent in English and Arabic, highly organized, adaptable, and comfortable working remotely with international customers.

BDR / Warm Caller at WeHelpWithAds (2025-01 – Present)

• Communicate professionally with prospects across multiple industries and adapt communication to customer needs.
• Identify customer pain points, clarify requirements, and provide accurate information before handoff.
• Maintain accurate CRM notes, follow-up records, and customer details to support organized customer management.
• Manage multiple conversations and follow-ups remotely while meeting deadlines and maintaining attention to detail.

Appointment Setter at USA Global Marketing (2024-01 – 2025-01)

• Communicated with customers, explained service options clearly, and tailored conversations to customer needs.
• Handled objections and customer concerns with empathy, professionalism, and solution-oriented communication.
• Documented customer information, call outcomes, and follow-up requirements accurately in CRM systems.
• Prioritized multiple leads and deliverables in a fast-paced remote environment.

Cold Caller at Pure Flair Homes (2023-01 – 2024-01)

• Answered customer questions, clarified concerns, and gathered relevant information to determine appropriate next steps.
• Maintained professional communication and accurate customer records during high-volume calling activities.
• Built rapport with customers and supported appointment-setting and lead-generation objectives.

Customer Service Expert at Optimum (2021-01 – 2023-01)

• Provided customer support for internet, cable TV, mobile, and landline services, including service disruptions, billing, subscriptions, upgrades, downgrades, and technical visit coordination.
• Investigated customer-reported problems by asking targeted questions, reviewing account details, and guiding customers through structured troubleshooting.
• Handled customer concerns professionally while maintaining empathy, patience, and customer trust during high-volume interactions.
• Documented customer interactions, troubleshooting actions, outcomes, and next steps accurately in CRM systems.
• Escalated unresolved issues to appropriate internal teams with clear supporting information.

Telesales & Marketing Representative at Teraleads (2020-01 – 2020-12)

• Responded to customer questions, explained service benefits, and supported customer decision-making.
• Used clear communication and problem-solving to address concerns and identify customer needs.
• Maintained organized customer records and follow-up activities.

Customer Service Agent at Vodafone UK (2017-01 – 2020-01)

• Supported customers with mobile plans, subscriptions, account inquiries, and technical service problems.
• Troubleshot customer issues systematically and provided practical solutions or appropriate next steps.
• Maintained calm, professional communication and customer satisfaction under pressure.
• Recorded customer interactions and service details accurately while following confidentiality and data privacy expectations.

English Teacher & Instructor at Various Educational Institutions

Prior Experience

• Developed strong written and verbal communication skills and explained complex information clearly to different audiences.
• Adapted communication style to individual needs and maintained organized records and professional interactions.

Bachelor of Arts in English Language and Literature – Alexandria University (2013-01 – 2017-01)