Lashay Jones
Summary
A self sufficient call center agent with over 6+ years of experience in fast paced, call- center environments whether in person or remotely; Strong communicator with the ability to independently research and resolve complex issues; Known to be friendly, empathetic, and skilled at de-escalating high-stress situations. Currently seeking a role where I can utilize my past skills and experience to contribute to personal and company's growth.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Percepta
Houston
02.2024 - 12.2025
- Managed customer cases for a large corporate company, ensuring timely and effective resolutions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Worked closely with other departments to ensure quality customer service delivery.
- Developed strong customer relationships to encourage repeat business.
Remote customer service representative
Transworld Inc
10.2022 - 11.2023
- Handled incoming calls and chats for a high profile electricity company
- Created customer accounts and assisted customers with a variety of issues including reconnections, scheduling service appointments, payment arrangements, etc
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
- Utilized multiple systems, programs, and dual monitors in order to quickly research resolutions
- Handled 55+ inbound calls per day, giving documented, detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Informed customers about their 'Paramount' subscriptions including pricing, plans, and features
- Accepted secured online payments and kept all shared personal information discrete and protected
- Assisted with basic troubleshooting such as password resets, connecting devices, etc
- Averaged 98% in call handling by following company's scripts and policies
- Seized opportunities to upsell products by using actively listening to identify customer's wants and needs
Remote Customer Service Representative
Conduent
Houston
12.2020 - 09.2022
- Handled 55+ inbound calls daily, providing detailed, personalized, and friendly service to ensure customer retention and satisfaction.
- Informed customers about their 'Paramount' subscription, including pricing, plans, and features.
- Processed secured online payments while maintaining confidentiality of personal information.
- Resolved technical issues including password resets and device connectivity.
Customer Service/call Center Agent
CONN'S
Houston
08.2018 - 11.2020
- Answered 70+ calls a day responding to a variety of customer's inquiries
- Memorized product, servicing, and warranty information in order to promptly act as an expert for the customer and recommend the best solutions
- Created and managed work orders, dispatched technicians, and acted as a liaison between service providers and customers
- Participated in biweekly meetings with management to discuss quality assurance feedback and to stay informative on company policies and procedures
- Built customer loyalty by placing follow-up calls for customers who had ongoing, complex issues
Education
High School Diploma -
Evan E Worthing
11.2020
Houston Community College
Houston, TXSkills
- Self Sufficient
- Adaptable
- Reliable
- Microsoft Office/Excel
- Troubleshooting
- Empathy
- Detailed oriented
- Computer literate
- Conflict resolution
References
Available upon request.
Timeline
Customer Service Representative
Percepta
02.2024 - 12.2025
Remote customer service representative
Transworld Inc
10.2022 - 11.2023
Remote Customer Service Representative
Conduent
12.2020 - 09.2022
Customer Service/call Center Agent
CONN'S
08.2018 - 11.2020
High School Diploma -
Evan E Worthing
Houston Community College
Similar Profiles
MICHELLE MILLERBARNETTMICHELLE MILLERBARNETT
Customer Experience Agent at PerceptaCustomer Experience Agent at Percepta
Alani Fisher BooneAlani Fisher Boone
Case Manager at PerceptaCase Manager at Percepta
Martina AlladinMartina Alladin
Cusromer Service Rep- FordPass Guide at PerceptaCusromer Service Rep- FordPass Guide at Percepta