Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHULONTUIQUA JONES

Carrollton,USA

Summary

Experienced with managing client accounts and coordinating project activities to drive client satisfaction. Utilizes effective communication and organizational skills to streamline processes and support team goals. Track record of problem-solving and improving workflow efficiency in fast-paced environments.

Overview

17
17
years of professional experience

Work History

Account Coordinator/Tier 2 Technical Support Representative

Crete United
07.2023 - 05.2025
  • Streamlined communication between clients and internal teams for seamless project execution.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
  • Escalated issues to appropriate channels as necessary.
  • Fostered a positive work environment by actively participating in team-building activities and demonstrating commitment to the success of coworkers and clients alike.
  • Updated internal databases with account information to maintain concise, clear records.
  • Co wrote SOW for new hires and training materials for current employees.
  • Provided remote assistance to customers/techs experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Created a internal processes, reducing call wait times and increasing overall efficiency.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

American Honda Finance Corp.
05.2021 - 02.2023
  • Answering customer inquiries: Answer calls from customers with inquiries about their loans, payments, and account details. Providing solutions to questions accurately and with any necessary information they need.
  • Resolving customer complaints: I was responsible for resolving customer complaints related to billing, payment issues, and loan-related concerns. I was able to use my problem-solving skills to find appropriate solutions to these issues.
  • Processing payments: Process payments made by customers via phone, check, or online portals. I made sure that all payments are processed correctly and entered into the system accurately.
  • Updating customer information: I was responsible for updating customer information such as contact details, payment preferences, and loan balances. Maintained all customer data, kept up-to-date and accurate records.
  • Meeting performance targets: Met performance targets related to call quality, productivity, and customer satisfaction.
  • I was able to remain patient, empathetic, and knowledgeable to provide the best possible customer service, while on the Death of customer team.
  • Providing correct information to current and past customers/clients on how to obtain their Title/ Lien Release for their vehicle.
  • Provided assistance to customers/clients when they needed an extension or a deferral.

General Office Coordinator

Cushman & Wakefield
08.2019 - 02.2020
  • Organize and coordinate office operations and procedures.
  • Establish and implement office procedures and practices.
  • Maintaining the general upkeep of the office area.
  • Attending and fixing simple problems that arise within the office.
  • Interact with clients and visitors.
  • Contacting relevant people to troubleshoot complex issues.
  • Monitored vendors to maintain competitive pricing and efficient deliveries.
  • Supported office needs including taking messages, scanning documents and routing business correspondence.
  • Managed incoming and outgoing correspondence and packages to support smooth daily operations.

Diet Aide

Plano Rehabilitation Hospital
10.2017 - 12.2018
  • Printing diet order rosters and substitutions and reviewing reports and updating patient menus if needed.
  • Maintaining and printing a current diet census and comparing to tray tickets.
  • Providing general guidance to patients regarding their food and diet.
  • Communicating with patients, Nursing staff, dietitians, and visitors during meal service.
  • Plating food for all diets (regular and modified) at point of service (POS) for the dining room and sets up trays for ICU's.
  • Cleaning equipment and work areas.
  • Maintained and Recorded food storage temperatures in accordance with protocols and procedures for the facilities, as well as the rules and regulations for the state of Texas.
  • Maintaining flexibility in work scheduling.
  • (PRN) - Work Schedule: Rotating schedule with rotating days off, weekends and holidays included.
  • Served specific meals to patients with special dietary needs.

Front Desk

Staffmark inc
02.2016 - 07.2016
  • Mail sorter, Hand sorting Sort mail by computer QC Sweeper load boxes and prepare the mail to be shipped out Induction sorting mail making sure labels are correct and properly placed Check in and out the employees Keep track of time and badges Escort new employees and clients to the correct place.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Addressed and welcomed a large volume of guests to business per day, improving overall customer service and engagement.

Mail Machine Operator

Jack Henry & Associates Inc.
07.2015 - 01.2016
  • Hand and machine rendering Able to lift up to 50 pounds or more as well as push or move up to 100 pounds Standing for long periods of time working all hours and or shifts Quality control processing Cleaning up work area before and after Job is complete.
  • Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.

Collections Agent

Southwest
02.2015 - 06.2015
  • Inbound and outbound calls collections Able to type 40-WPM 3rd Party Collector resolving delinquent accounts by communicating with consumers to establish repayment terms.
  • Ensuring the return of valuable equipment.
  • Able to communicate effectively with staff members and clients.
  • Updated account status records and collection efforts.
  • Contacted customers and explained debt management to encourage timely debt payments.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Created repayment plans based on account holders' financial status and repayment abilities.

Customer Service Rep

PFSWEB
10.2014 - 01.2015
  • Inbound calls for order placement Upsell and cross sell.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Reviewed account and service histories to identify trends and issues.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Set up and activate customer accounts to maintain QA satisfaction levels.

Collections Agent

The CMI Group
04.2010 - 09.2013
  • Collection of the highest percentage possible of a customer's cable bill.
  • Updated account status records and collection efforts.
  • Resolved balance errors using accounting software.
  • Monitored accounts to identify overdue payments and pursue timely remedies.
  • Resolved billing discrepancies and customer credit issues.
  • Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
  • Followed fair debt practices and regulatory guidelines when managing collections processes.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Identified past due accounts and contacted account holders to arrange payment.

Customer Service

Melrose
01.2009 - 03.2010
  • Retail Process information and merchandise through the register system.
  • Ability to work well under time constraints.
  • Operate all equipment necessary to perform the job Communicate with customers and other staff members appropriately.
  • Assessed customer needs and upsold products and services to maximize clothing sales.
  • Educated customers on special pricing opportunities and company offerings.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Delivered service and support to each customer, paving way for future business opportunities.

Waitress

Denny's
01.2008 - 01.2009
  • Work well under time constraints and communicate with other staff members and customers.
  • Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Applied safe food handling and optimal cleaning strategies to protect customers from foodborne illness and maintain proper sanitation.
  • Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
  • Prepared salads, appetizers and set up garnish stations to assist kitchen staff.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.

Education

Associate degree -

Peloton College
Dallas, TX
01.2017

High school diploma - undefined

Richardson High School
Richardson, TX
08.2011

Skills

  • Client relations
  • Inventory coordination
  • Process optimization
  • Vendor management
  • Invoicing and billing
  • Customer communications
  • Call center operations
  • Data entry
  • Resolving issues
  • Call control skills
  • Payment processing
  • Quality control
  • Professional telephone voice
  • Proofreading and editing
  • Able to type 45 WPM
  • Time Management
  • Organizational skills
  • MS Office
  • Communication
  • Friendly, positive attitude
  • Education And Training
  • Phone and email etiquette
  • Documentation and control
  • Schedule coordination
  • Support services
  • Teamwork and collaboration
  • Adaptability and flexibility

Timeline

Account Coordinator/Tier 2 Technical Support Representative

Crete United
07.2023 - 05.2025

American Honda Finance Corp.
05.2021 - 02.2023

General Office Coordinator

Cushman & Wakefield
08.2019 - 02.2020

Diet Aide

Plano Rehabilitation Hospital
10.2017 - 12.2018

Front Desk

Staffmark inc
02.2016 - 07.2016

Mail Machine Operator

Jack Henry & Associates Inc.
07.2015 - 01.2016

Collections Agent

Southwest
02.2015 - 06.2015

Customer Service Rep

PFSWEB
10.2014 - 01.2015

Collections Agent

The CMI Group
04.2010 - 09.2013

Customer Service

Melrose
01.2009 - 03.2010

Waitress

Denny's
01.2008 - 01.2009

High school diploma - undefined

Richardson High School

Associate degree -

Peloton College

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SHULONTUIQUA JONES