Charise Jones

Experience

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  Vons Co Inc

  Apr 2012 - Sept 2015

  Created and served a variety of coffee beverages, meeting specific customer requests and consistently receiving positive feedback for drink quality and presentation.Developed strong customer relationships, addressing inquiries, and providing detailed information about different coffee types and brewing methods.Assisted in maintaining store cleanliness and organization, ensuring a welcoming and visually appealing environment for customers.Collaborated with team members to manage inventory and restock supplies, contributing to smooth operations and reducing delays during busy hours.Demonstrated adaptability by quickly learning new drink recipes and accommodating customers with dietary restrictions or preferences.Contributed to the cafe's promotional efforts, participating in marketing events and introducing seasonal drinks to attract new customers.Assisted with training new baristas, sharing knowledge of coffee preparation and customer service best practices. Show less

  • Starbucks Manager

    Mar 2014 - Sept 2015

  • Barista

    Mar 2013 - Mar 2014

  • Customer Service Staff

    Apr 2012 - Mar 2013
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  Willis Towers Watson

  Sept 2015 - Mar 2017

  Customer Account Specialist

  Part of a high-performing team of customer service representatives, ensuring exceptional service and compliance with privacy laws.Translated complex health and wellness information into easily understandable instructions, increasing customer comprehension by 20%.Implemented a comprehensive training program, reducing onboarding time by 15% and improving service quality.

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  CBE Companies

  Nov 2017 - Apr 2019

  Fraud Supervisor

  Managed and promoted the development of Fraud representatives, driving a significant 30% improvement in team performance.Successfully implemented the Nesting program, reducing new employee onboarding time by 25%.Developed and led the Credit Account Team, recruiting top talent and improving overall department efficiency.Escalations Specialist Resolved 95% of fraud-related escalations via phone and email, maintaining high customer satisfaction.Effectively communicated with customers, vendors, and upper management to resolve escalated issues promptly.Led a special credit team, resulting in a 30% improvement in customer retention.Fraud AnalystProactively identified undetected fraud and correlated activities, reducing fraud losses by 20%.Improved fraud detection accuracy by 25% through trend analysis and identification of fraudulent orders. Show less

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  Faneuil Inc

  Jan 2020 - Mar 2022

  Program Supervisor

  Supervised and mentored a team of 10+ frontline customer support professionals, leading to a 15% improvement in team performance and customer satisfaction.Implemented employee development programs, resulting in a remarkable 30% reduction in employee turnover.Consistently achieved daily, monthly, and quarterly operational metrics, maintaining a 97% service level adherence.Played a pivotal role in process improvement initiatives, contributing to a 25% reduction in customer escalations and complaints. Show less

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  Friday Health Plans

  Apr 2022 - Aug 2022

  Care Crew Manager

  Oversaw daily operations of multiple customer service departments, achieving exceptional efficiency and productivity levels.Collaborated with Operations and Workforce Management to establish optimal staffing levels, resulting in a 20% reduction in overtime expenses.Analyzed daily and weekly reports, identifying areas for improvement, and driving a remarkable 34% increase in operational efficiencies.Mentored and developed team leads and trainers, fostering a customer-centric culture and ensuring a 92% adherence to quality standards. Show less

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  Starbucks

  Mar 2023 - now

  Shift Supervisor

  Supervise. daily store operations to ensure smooth and efficient service deliveryLead and coached team members to achieve exceptional customer experiences and operational excellenceAssist in inventory management, cash handling, and ensuring compliance with company policies and proceduresMaintaining a welcoming and inclusive environment for customers and partners, fostering strong community relationshipsSupport the store manager in achieving sales targets and operational goals through effective team collaborationHandle conflict resolution and problem-solving to ensure a positive environment for team members and customers Show less