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
Raleigh, NC
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
Raleigh, NC
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
Durham, NC
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
Raleigh, NC
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
Raleigh, NC
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
Raleigh, NC
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
Las Vegas, NV
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