Takirah B. Jones
Baton Rouge
Summary
Customer Service Representative with 3+ years of experience delivering empathetic, efficient support across phone, email, and chat. Skilled in Salesforce, resolving inquiries on the first contact, updating accounts, and assisting with orders. Proven ability to maintain low average handle times while meeting upsell goals and maintaining high customer satisfaction.
Overview
3
3
years of professional experience
Work History
Cashier/Retail Sales Associate
Ross Dress for Less
Baton Rouge, LA
10.2023 - 10.2024
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with inquiries, ensuring a positive shopping experience.
- Maintained organized and clean checkout area to enhance operational efficiency.
- Collaborated with team members to manage inventory and restocking duties.
Call Center Representative
Greater Bridge Academy
Baton Rouge, LA
08.2024 - 01.2025
- Managed up to 80 calls per shift in a high-volume environment while maintaining accurate call records.
- Supported customer account access, shipping updates, payment status, and product troubleshooting.
- De-escalated frustrated callers through empathy and calm problem-solving, improving satisfaction ratings by 25%.
- Achieved team-low average handle time without sacrificing service quality.
- Promoted relevant services and upgrades, reaching 15% upsell rate.
Customer Support Associate
Albertson’s Inc
Baton Rouge, LA
07.2025 - 12.2025
- Handled customer issues related to billing, returns, shipping, and order status with patience and clear communication.
- Documented each case thoroughly in Salesforce, ensuring accuracy and compliance with internal policies.
- Maintained a 95% customer satisfaction score and reduced repeat calls by clearly addressing concerns on the first contact.
- Used written and verbal communication skills to handle sensitive situations with empathy.
- Identified upselling opportunities during support calls, meeting 12% sales conversion target monthly.
Customer Service Representative
Sunset Personal Care
Baton Rouge, LA
12.2025 - Current
- Responded to over 70 customer contacts daily across phone, chat, and email, resolving service issues and account concerns with professionalism and care.
- Maintained 92% first-call resolution rate and consistently keep average handle time under 7 minutes.
- Submitted and track product and billing orders, ensuring timely resolution and follow-up.
- Updated account details in Salesforce while actively listening to customer concerns and building trust.
- Supported company sales goals by upselling subscription plans and add-ons, driving a 10% increase in conversion.
Education
Degree Earned -
Liberty Magnet High School
Baton Rouge, LA05-2024
Associate of Science - Surgical Technology
Baton Rouge Community College
Baton Rouge, LA12-2027
Skills
- Verbal & Written Communication
- Patience & Conflict Resolution
- Order Support & Processing
- Average Handle Time (AHT)
- Multichannel Support
- Empathy & Professionalism
- Customer Account Management
- Salesforce CRM
- First-Call Resolution (FCR)
- Upselling & Cross-Selling
- Accuracy & Attention to Detail
- High-Volume Call Handling
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Sunset Personal Care
12.2025 - Current
Customer Support Associate
Albertson’s Inc
07.2025 - 12.2025
Call Center Representative
Greater Bridge Academy
08.2024 - 01.2025
Cashier/Retail Sales Associate
Ross Dress for Less
10.2023 - 10.2024
Degree Earned -
Liberty Magnet High School
Associate of Science - Surgical Technology
Baton Rouge Community College