Jaylin Jones

Customer Service Representative @General Dynamics Information Technology

Responsible for assisting customers by researching issues, exploring answers, and providing accurate information and alternative solutions.• Maintained over 95% quality assurance score as well as low call handle times under 8 minutes and 30 seconds. • Offered head mentoring position, which assisted new hires with meeting company metrics quickly.• Created a mentor/mentee guide, which allowed mentors and new hires to have a system to follow to meet company metrics 50% more quickly.• Promptly located information to assist with customer inquiries via phone and live chat.• Accurately documented customer issues and solution to their issue.• Escalated to Tier II when inquiries are unresolved.