Leah Jones

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Independent Contractor at Uber (2024-03 – Present)

• Managed customer transportation with a customer satisfaction rating of 4.9/5.0.
• Managed record keeping and small business finances without audit.
• Tailored customer experiences by customer profile.

Shipping and Receiving Clerk at BGDC Distribution (2023-09 – 2024-03)

• Receipt, logging and scheduling of freight deliveries.
• Managed data management system within a 5% error rate.
• Trained and onboarded new hires.
• Facilitated cross-function communications between security, warehouse, drivers, and agents/broker representatives.
• Reconciliation of BOLs.

Call Center Representative at VXL (2022-06 – 2023-09)

• Responded to customer calls and emails to answer questions about products and services.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Managed the customer satisfaction follow-up process.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Processed debit and credit card and electronic check payments.

File Clerk at 3DS Trucking LLC (2020-01 – 2022-07)

• Assisted with data entry and administrative support tasks to help meet team goals.
• Maintained physical and computer-based filing systems.
• Sorted and classified documents into appropriate filing systems for increased traceability.
• Assisted with document scanning and imaging projects to support accurate file back-up.
• Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.

Call Center Customer Service Representative at Chime Solutions (2018-02 – 2020-12)

• Serviced large volumes of customers with a positive attitude and focus on customer satisfaction.
• Actively listened to customers, resolved concerns quickly, while reducing the number of escalations.
• Documented and detailed calls and complaints using call center's database.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.

Diploma – Jonesboro High School (2012-05)