Allison Jones
Phoenix
Summary
Dynamic professional with extensive experience in customer service and transportation, notably with Uber. Proven track record in defensive driving and route planning, ensuring passenger safety and satisfaction. Recognized for cultivating strong relationships and delivering exceptional service, leading to increased customer loyalty and repeat business. Committed to excellence and continuous improvement.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Livery Driver
Uber/Lyft/Veyo/DesertCoach/Discount Cab
04.2011 - 04.2025
- Updated logs and tracking documents accurately and according to schedule requirements.
- Answered, scheduled, and responded to reservation calls at specific times and locations.
- Checked in with dispatch service and updated with current location.
- Vacuumed, cleaned and sanitized vehicles between customers.
- Generated consistent referrals and repeat business by providing friendly and fast service.
- Operated party vehicles, buses and town cars.
- Helped passengers with questions or area information such as points of interest and entertainment options.
- Used mobile application to connect with customers, track distances and report locations.
- Followed road rules to protect passengers and prevent accidents.
- Offered above-and-beyond service to every rider to encourage repeat business.
Customer Service Manager
Perfection Skincare
12.2008 - 04.2011
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
Service Manager
Kimball Equipment Company
01.2007 - 12.2008
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Negotiated with vendors to secure best prices for parts and supplies.
- Resolved customer complaints in professional and timely manner.
- Analyzed service reports to identify areas of improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Claims Adjuster
California State Automobile Association/AAA Insurance
08.1998 - 12.2006
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Verified insurance claims and determined fair amount for settlement.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Directed claims negotiations within allowable limit of $300,000 and supported successful litigations for advanced issues.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Director of Membership Services
Americqn Association of Medical Society Executives/AMA
08.1993 - 08.1998
- Maintained customer records by updating account information.
- Prepared monthly, daily, and weekly statistical reports.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Completed extensive and consistent training to support the administration and upkeep of the association's membership database
- Created effective program for recruitment and retention of members
- Responsible for event and meeting planning from conception to completion
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Education
No Degree - Marketing And Business Law
Columbia College, Chicago
Chicago, ILSkills
- Defensive driving
- Route planning
- Organization
- Basic mechanics
- Punctuality
- Professional manner
- Safety regulations
- Passenger assistance
- Road safety compliance
Certification
AIC/Associate in Claims Designation
Obtained at CSAA/AAA
Las Vegas, NV (2004)
4 Distinct Classes with National Exams Completed for Each
Timeline
Livery Driver
Uber/Lyft/Veyo/DesertCoach/Discount Cab
04.2011 - 04.2025
Customer Service Manager
Perfection Skincare
12.2008 - 04.2011
Service Manager
Kimball Equipment Company
01.2007 - 12.2008
Claims Adjuster
California State Automobile Association/AAA Insurance
08.1998 - 12.2006
Director of Membership Services
Americqn Association of Medical Society Executives/AMA
08.1993 - 08.1998
No Degree - Marketing And Business Law
Columbia College, Chicago
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