Adariana Jones-Malone
Durham,NC
Summary
Customer-focused and results-driven professional with over 7 years of experience in customer service and sales. Known for outstanding communication, problem-solving, and team leadership skills in fast-paced environments. Adept at building strong relationships, managing complex cases, and consistently exceeding performance goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Apple
03.2024 - Current
- Deliver high-quality support to Apple customers via phone and chat across a range of products and services.
- Troubleshoot technical and billing issues with a focus on first-contact resolution.
- Maintain customer satisfaction by delivering clear, empathetic communication and timely solutions.
- Navigate multiple systems and tools while maintaining data accuracy and customer confidentiality.
Inside Sales Representative
West Shore Home
09.2022 - 10.2022
- Exceeded targeted sales goals through active pursuit of new sales opportunities.
- Built rapport with customers using active listening and personalized service strategies.
- Maintained updated knowledge of products and promotions to maximize sales potential.
Program Specialist
Covance by LabCorp
10.2020 - 09.2021
- Handled complex patient cases with professionalism and empathy, escalating critical issues when necessary.
- Performed insurance verifications and coordinated prescription orders and authorizations.
- Maintained accurate documentation in billing and tracking systems.
Senior Support Advisor
Conduent
02.2020 - 05.2020
- Managed escalated calls, providing swift, creative solutions to high-level concerns.
- Achieved and exceeded call resolution goals through strong analytical and communication skills.
Team Lead
Conduent
12.2018 - 02.2020
- Supervised and supported a team of 15 customer service representatives.
- Led team training initiatives and ensured alignment with performance goals.
- Liaised with vendors and resolved escalated customer issues promptly.
Client Service Support Advisor
Conduent
06.2018 - 12.2018
- Delivered support across client-facing teams, focusing on relationship building and conflict resolution.
- Conducted onboarding training for new hires and handled call escalations.
Senior Consultant
Sutherland Global Services
02.2016 - 06.2018
- Collaborated with management to ensure daily operations ran smoothly.
- Oversaw long-term care claim processing and monitored department metrics for quality compliance.
- Assisted with documentation and quality assurance initiatives.
Education
Associate of Arts -
Wake Technical Community College
Skills
- Data Entry (10-Key) – Proficient
- 50 WPM Typing Speed – Excellent
- Customer Service (4 Years) – Expert
- Communication & Interpersonal Skills – Excellent
- Insurance Verification & Claims Processing
- Call Escalation & Resolution
- Team Training & Supervision
- CRM & Billing System Navigation
Timeline
Customer Service Representative
Apple
03.2024 - Current
Inside Sales Representative
West Shore Home
09.2022 - 10.2022
Program Specialist
Covance by LabCorp
10.2020 - 09.2021
Senior Support Advisor
Conduent
02.2020 - 05.2020
Team Lead
Conduent
12.2018 - 02.2020
Client Service Support Advisor
Conduent
06.2018 - 12.2018
Senior Consultant
Sutherland Global Services
02.2016 - 06.2018
Associate of Arts -
Wake Technical Community College
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