Kyle Jones
Pickering,Ontario
Summary
Customer service and member experience professional with experience leading call centre operations handling high-volume service requests and exceeding performance targets. Strength in transaction accuracy, escalation handling, and CRM-based workflow support. Provides financial service recommendations grounded in policy documentation and member needs.
Overview
12
12
years of professional experience
Work History
CX Specialist
Quince
08.2025 - Current
- Strengthened customer satisfaction through empathetic communication, solution-focused guidance, and proactive follow-up that supported retention and brand loyalty.
- Managed high-volume workload priorities to achieve daily and monthly productivity goals while ensuring service quality and timely response delivery, boosting customer satisfaction.
- Supported customer service across multiple channels, met productivity, quality, and response-time targets through organized case management, enhancing customer experience.
- Applied CRM platforms and digital service tools to streamline workflows and improve response accuracy, facilitating better customer interactions and identifying process improvements.
Startup Founder
Press Supply
03.2020 - 11.2023
- Founded and operated health-focused juice and wellness business, managing operations, product selection, juice and cleanse preparation, sales, and customer experience at festivals and food truck events to drive customer satisfaction.
- Increased monthly sales to approximately $10,000 through strategic product offerings, direct customer engagement, upselling complementary health products, and identifying customer preferences.
- Delivered personalized, customer-centric service by educating customers on product offerings and recommending suitable wellness alternatives, ensuring product quality and presentation in fast-paced, high-volume event environments.
- Developed brand identity, coordinated social media strategy, and created promotional content to enhance brand visibility, attract new customers, and foster customer loyalty.
- Contributed ideas for improving operational efficiency and increasing profitability.
Customer Service & Operations Supervisor
Rapport Credit Union
01.2022 - 07.2025
- Directed daily call centre activity by setting performance goals, monitoring productivity, and coordinating efficient team operations.
- Coordinated with internal departments to resolve complex customer issues, improving service delivery and customer satisfaction.
- Handled member inquiries with professionalism, provided tailored product and service guidance, and escalated complex matters to ensure resolution.
- Assessed member profiles, identified financial service needs, and matched products and services to enhance the member experience.
- Prepared detailed reports tracking progress towards departmental goals, highlighting areas for operational improvement.
Member Service Officer
Rapport Credit Union
01.2020 - 01.2022
- Processed transactions swiftly and accurately, strengthening member relationships and enhancing overall service experience.
- Responded to inquiries professionally, leveraging product knowledge and relevant policies to recommend suitable solutions.
- Verified documentation for completeness and compliance, facilitating smooth transaction flow and minimizing disruptions.
Tier 3 Product and Support Specialist
Intuit TurboTax
01.2020 - 01.2020
- Identified and communicated customer pain points to business, utilizing defined practices and procedures to troubleshoot and resolve issues effectively.
- Provided support for product and software questions related to tax returns.
- Leveraged government websites and toolkits to research and provide accurate answers to agents and customers.
Customer Accounts Management Specialist
EQ Bank
01.2017 - 01.2019
- Delivered exceptional customer service by utilizing knowledge of core banking platform and communication tools to effectively resolve client inquiries.
- Initiated meaningful conversations with customers to precisely identify their needs and requirements, enhancing overall satisfaction.
- Supported regulatory compliance and process improvements by actively participating in User Acceptance Testing (UAT), ensuring system integrity.
Inbound Customer Care Specialist
Alarmforce Industries
01.2015 - 01.2017
- Resolved inbound customer calls for Alarmforce alarm monitoring and service support.
- Verified alarm signals and escalated emergency responses, ensuring timely action during critical situations.
- Processed payments while safeguarding client information, reinforcing trust and security.
- Updated customer accounts, billing details, and contact records in CRM systems.
Education
Centres for Success Program -
Durham College
01-2009
Ontario Secondary School Diploma -
J. Clarke Richardson Collegiate
01-2008
Skills
- CRM Software
- Administrative management
- Microsoft Office Products
- Performance metrics
- Customer Satisfaction Tracking
- Project Management
- Communication Tools
- Customer Engagement
- Conflict Resolution
- Decision Making
- Relationship Building
- Client Focus
- Team Leadership
- Organization
- Artificial intelligence knowledge
Timeline
CX Specialist
Quince
08.2025 - Current
Customer Service & Operations Supervisor
Rapport Credit Union
01.2022 - 07.2025
Startup Founder
Press Supply
03.2020 - 11.2023
Member Service Officer
Rapport Credit Union
01.2020 - 01.2022
Tier 3 Product and Support Specialist
Intuit TurboTax
01.2020 - 01.2020
Customer Accounts Management Specialist
EQ Bank
01.2017 - 01.2019
Inbound Customer Care Specialist
Alarmforce Industries
01.2015 - 01.2017
Centres for Success Program -
Durham College
Ontario Secondary School Diploma -
J. Clarke Richardson Collegiate