Tenisha Jones
San Juan
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Strong willed Telemarketer with high level of enthusiasm and energy. Over 7 years of experience in call center environments. Possessing skills in developing rapport with each customer. Thrives in fast-paced demanding environment by consistently hitting ambitious targets and delighting customers while maximizing revenue. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Royal Castle Limited
11.2023 - Current
- Skillfully manages and promptly resolves customer complaints across diverse communication channels
- Supports marketing initiatives and makes effective decisions to resolve issues
- Provides invaluable support for marketing initiatives while exercising sound judgment and procedural expertise to effectively resolve customer issues
- Plays a pivotal role in conducting SAT Surveys and orchestrating various customer engagement activities, both internally and externally
- Executes meticulous CX Audits at crucial touch points such as stores and social media platforms
- Offers insightful coaching to management and staff, enhancing performance in key performance indicators and elevating overall customer satisfaction
- Delivers comprehensive weekly reports encompassing complaint analysis, customer sentiments, and CX Audit findings
- Remains at the forefront of professional development by actively engaging in educational workshops, staying abreast of industry publications, nurturing personal networks, and engaging with professional societies.
Customer Experience Executive
Digicel T&T Limited
02.2019 - 04.2023
- Analyze customer journey and lifecycle for optimization
- Resolve escalations, conduct root cause analyses, and identify automation opportunities
- Conduct surveys, analyze feedback, and research industry trends for service improvement
- Generate management reports from customer data analysis to enhance systems and procedures
- Collaborate cross-departmentally to ensure customer satisfaction and develop efficient processes
- Assist in policy development for customer interactions and maintain positive relationships through prompt responses.
Retention Team Lead
Digicel T&T Limited
01.2017 - 01.2020
- Managed a diverse team of 20 individuals, overseeing various organizational functions to achieve business KPIs
- Implemented proactive measures to reduce churn and negotiated pricing with customers using retention strategies in alignment with company guidelines
- Utilized multiple customer databases proficiently to update and manage account information
- Delivered exceptional customer service by effectively troubleshooting and resolving service and technical issues through strategic questioning
- Successfully executed involuntary campaigns and consistently met payment targets established by the business
- Provided support for additional tasks as directed by the Head of Department.
Telesales Executive (GSM & FTTH)
Digicel T&T Limited
- Developed and implemented sales scripts to address customer objections and boost success rates
- Generated leads through cold calling, referrals, and networking events
- Conducted proactive outreach via calls, emails, and texts for lead generation
- Managed customer orders, transactions, and inquiries with precision
- Participated in weekly training sessions to stay updated on product/service offerings
- Maintained accurate customer interaction records using CRM software
- Spearheaded aggressive prospecting, cold calling, and networking initiatives.
Telesales - Business Solutions Sales Executive
Digicel T&T Limited
- Acted as the primary point of contact for escalated queries from customers, agents, and dealers, while ensuring the retention and maintenance of post and pre-paid accounts and activations
- Cultivated strategic relationships with businesses in the T&T region to identify sales opportunities and achieve monthly revenue targets
- Spearheaded the development and implementation of innovative sales strategies to drive growth
- Collaborated seamlessly with cross-functional teams including marketing, operations, and finance to orchestrate promotional activities and pricing strategies
- Implemented effective sales strategies to enhance market share, including delivering compelling presentations and securing executive-level sales
- Maintained strict adherence to company policies regarding ethical selling practices
- Expedited resolution of customer complaints by facilitating communication with relevant internal teams.
Education
No Degree - Customer Service
CX University
7012 Cresheim Rd, Philadelphia, PA12.2020
Skills
- Sales
- Customer Relationship Management
- Strategic Planning
- Customer Service
- Customer Retention
- Operations Management
- Compliance Management
- Monitoring Performance
- Emotional Intelligence
- Quality Assurance
Accomplishments
- Promoted from Retention agent to Retention Team Lead, in less than 24-months.
- Recognized as Employee of the year 2019 for going above and beyond for the customers
- Created highly effective n that significantly impacted efficiency and improved operations.
- Consistently maintained high C-SAT ratings while maintaining a retention rate of 85%
- Certified White Belt - Lean Six Sigma
- Trained on Emotional Intelligence which specifically tied into Sales and Customer Service.
References
- Samantha Conyers, First Retail Group and EXCO, 387-2938
- Bryan Sealy, Digicel T&T, 331-6896
- Kristle Lewis, Digicel Group, 325-6388
Certification
Certified Customer Experience Specialist, CX University , CXPA recognized certification - 2020
Timeline
Customer Experience Associate
Royal Castle Limited
11.2023 - Current
Customer Experience Executive
Digicel T&T Limited
02.2019 - 04.2023
Retention Team Lead
Digicel T&T Limited
01.2017 - 01.2020
Telesales Executive (GSM & FTTH)
Digicel T&T Limited
Telesales - Business Solutions Sales Executive
Digicel T&T Limited
No Degree - Customer Service
CX University
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