Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Harris Jones

Oklahoma City,Oklahoma

Summary

Dynamic professional with 18 years of experience in leadership, strategic planning, and problem resolution, with a strong background in managing social media content and customer service operations. I am skilled in critical thinking and communication, optimizing experiences, and fostering productive relationships.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.

Overview

16
16
years of professional experience

Work History

Customer Service Call Center Quality Control

Las Vegas Convention Center
05.2024 - 08.2024
  • Monitored incoming/outgoing calls
  • Performance Evaluations
  • Standardized Coaching Opportunities
  • 3-Month Seasonal Contract

Patient Advocate

Livanta LLC
10.2023 - 04.2024
  • Reviewed Medicare claim appeals for discrepancies
  • Discharge and service termination appeals
  • Advocated for both Medicare and Medicaid service complaints
  • Ensure Medicare claims billing accuracy
  • 6-Month Temporary Contract

Social Media Moderator

TELUS International
03.2022 - 07.2023
  • Reviewed and managed user-generated content across multiple social media platforms to ensure compliance with community guidelines and standards.
  • Identified and analyzed trends in social media use and interactions to assist in optimizing user engagement and experience.
  • Enforced commenting rules by moderating discussions and removing content that violated policies on bullying or harassment.

Customer Service Team Lead

Knoah Solutions, EZ Cater, Sephora
11.2018 - 07.2020
  • Led support and management functions, including recruitment and payroll management, to ensure efficient team operations.
  • Directed project planning and financial oversight, strictly adhering to budget constraints.
  • Implemented company processes and trained team members to resolve customer service issues, utilizing a quality assurance program to evaluate service delivery.

Account Manager

Sutherland Global
12.2014 - 11.2018
  • Addressed escalated customer issues by implementing actionable solutions and maintained accountability for all account-related documentation and regulatory compliance.
  • Managed account strategies, consulted with clients to build strong rapport, and fostered account retention, successfully meeting and exceeding performance goals.
  • Functioned as the main point of contact, de-escalating customer interactions and providing alternative problem-solving tactics to satisfy customer needs.

Professional OTR Driver

Warner
04.2011 - 02.2013
  • Ensured safe transportation of hazardous materials by rigorously adhering to safety protocols and maintaining comprehensive documentation, including customer records and DOT-required paperwork.
  • Executed long-haul driving assignments, covering routes of up to 3,000 miles weekly to efficiently manage the pickup and delivery of various loads.

Property Management Call Center

First Service Residential
02.2009 - 04.2011
  • Managed maintenance requests and follow-ups, ensuring timely and efficient resolution of property-related issues.
  • Processed HOA payments, addressed delinquency matters, and issued lien notices to maintain compliance and financial stability.

Education

MASTER OF SCIENCE - MANAGEMENT, AND LEADERSHIP

Western Governors University

B.A. - HISTORY

University of Arizona Global Campus

Medical Front Office - Medical Front Office

Pima Medical Institute

A.A. - Business Administration

Rose State College

Skills

  • Critical Thinking
  • Task Prioritization
  • Microsoft Word
  • Communications
  • Leadership
  • Recruiting
  • Payroll
  • Training
  • Windows
  • Word
  • Excel
  • QuickBooks
  • Medical Terminology
  • Multi-Line Phone Systems (Up to 14)
  • ID-9 & CPT Coding
  • 10 Key
  • Billing & Medical Procedure
  • Content Layout
  • Microsoft Proficient
  • Problem Resolution

Timeline

Customer Service Call Center Quality Control

Las Vegas Convention Center
05.2024 - 08.2024

Patient Advocate

Livanta LLC
10.2023 - 04.2024

Social Media Moderator

TELUS International
03.2022 - 07.2023

Customer Service Team Lead

Knoah Solutions, EZ Cater, Sephora
11.2018 - 07.2020

Account Manager

Sutherland Global
12.2014 - 11.2018

Professional OTR Driver

Warner
04.2011 - 02.2013

Property Management Call Center

First Service Residential
02.2009 - 04.2011

MASTER OF SCIENCE - MANAGEMENT, AND LEADERSHIP

Western Governors University

B.A. - HISTORY

University of Arizona Global Campus

Medical Front Office - Medical Front Office

Pima Medical Institute

A.A. - Business Administration

Rose State College

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