Angela Jones
Virginia Beach,VA
Summary
Results oriented professional with extensive experience in onboarding and customer support. Skilled in analytical thinking and fostering teamwork, contributing to process enhancements that optimize resource utilization and elevate customer satisfaction.
Overview
12
12
years of professional experience
Work History
Team Lead (Seasonal)
Gruntworx
Virginia Beach, VA
01.2026 - 04.2026
- Assisted with onboarding and training of dv specialist reps.
- Partnered with management to improve workflow.
- Implemented process improvements that reduced downtime and optimized resource utilization.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Onboarding/Customer Support Specialist
Webhelp
Virginia Beach, VA
01.2021 - 12.2025
- Developed and implemented onboarding processes to enhance customers experience.
- Collaborated with cross-functional teams to streamline onboarding workflows and improve efficiency.
- Created and maintained onboarding documentation, ensuring clarity and consistency across materials.
- Maintained records and resolved technical issues.
- Collaborated with teams to address escalations.
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and engagement.
SQC Data Validation Specialist
Gruntworx
Virginia Beach, VA
01.2025 - 04.2025
- Conducted thorough validations on data processes to ensure compliance with quality standards.
- Adapted quickly to new software updates, increasing efficiency in executing validation tasks and reporting results.
- Participated in training sessions to expand knowledge of validation tools and methodologies used at Gruntworx.
SQC Data Validation Specialist
Gruntworx
Virginia Beach, VA
01.2024 - 04.2024
- Conducted thorough validations on data processes to ensure compliance with quality standards.
- Adapted quickly to new software updates, increasing efficiency in executing validation tasks and reporting results.
- Participated in training sessions to expand knowledge of validation tools and methodologies used at Gruntworx.
Team Leader - CRM Operations
Alorica
Remote
10.2014 - 12.2020
- Analyzed CRM data to identify trends and drive strategic decision-making within the operations team.
- Developed and implemented training programs for team members on CRM tools and best practices.
- Executed quality assurance measures to ensure adherence to company standards in customer interactions.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Utilized specialized software to capture and process data.
Education
Associate of Science -
Tidewater Community College
Norfolk, VA06-2021
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Deadline management
- Teamwork and collaboration
- Analytical thinking
- Documentation and reporting
- Technical support
Timeline
Team Lead (Seasonal)
Gruntworx
01.2026 - 04.2026
SQC Data Validation Specialist
Gruntworx
01.2025 - 04.2025
SQC Data Validation Specialist
Gruntworx
01.2024 - 04.2024
Onboarding/Customer Support Specialist
Webhelp
01.2021 - 12.2025
Team Leader - CRM Operations
Alorica
10.2014 - 12.2020
Associate of Science -
Tidewater Community College