SJSharaya Jones
@sharayajones
Dynamic customer service professional with 12 years of experience.
United StatesWhat I'm looking for
I am a dynamic and customer-focused professional with over 12 years of experience in customer service, technical support, and team leadership. My career has been marked by a commitment to delivering high-quality customer experiences, whether through phone, email, or chat. I have a proven track record of handling high-volume communications and providing remote support, all while implementing process improvements that enhance customer satisfaction.
Throughout my career, I have developed strong problem-solving skills and a deep sense of empathy, which I believe are crucial in understanding and addressing customer needs. My recent experience as a caregiver has further strengthened my resilience, emotional intelligence, and time management abilities. I am now eager to leverage these skills in a remote or hybrid role, where I can continue to deliver exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
ATDelivered high-quality customer support via email, troubleshooting technical and account issues. Mastered Zendesk, HubSpot, and Google Suite for efficient communication. Trained and monitored overseas employees to maintain high service standards, and implemented fraud prevention measures to enhance account security.
Customer Service Representative
Adecco - California ERAP
Feb 2021 - Jul 2021 (5 months)
Handled high-volume phone and email inquiries, providing clear solutions and assistance. Utilized Salesforce and Five9 to track and resolve customer concerns. Guided customers to available resources and financial assistance programs.
Customer Service Representative
Puffco
Jul 2020 - Dec 2020 (5 months)
Provided email-based technical support for customers using Shopify and Zendesk. Resolved product and service inquiries, transforming customer challenges into positive experiences. Created video tutorials to assist customers with troubleshooting.
Customer Service Manager
GP Tech Services
Sep 2016 - Oct 2017 (1 year 1 month)
Led live chat support, troubleshooting technical issues in real-time. Oversaw website monitoring to enhance user experience. Focused on customer retention and satisfaction strategies.
Customer Success Lead
Dave.com
Nov 2018 - Present (6 years 6 months)
Managed high-volume customer inquiries across email, live chat, and app store reviews. Assisted with billing-related support, ensuring accuracy and customer satisfaction. Trained and supported remote staff, ensuring team efficiency and service consistency, and developed automated processes to improve workflow.
Customer Care Representative
AppleOne - Hulu
Oct 2015 - Sep 2016 (11 months)
Provided technical support for Hulu’s streaming services. Utilized Zendesk to track customer issues and improve resolutions.
Customer Service Supervisor
CS Ventures
Mar 2009 - Present (16 years 2 months)
Supervised and trained customer service teams, ensuring top-tier service. Managed remote call center teams and conducted training via Skype. Developed fraud prevention protocols and monitored performance metrics.
Education
Degrees, certifications, and relevant coursework
Sharaya hasn't added their education
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