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
Las Vegas, NV
05.2024 - 08.2024
- Monitored incoming/outgoing calls
- Performance Evaluations
- Standardized Coaching Opportunities
- 3-Month Seasonal Contract
Patient Advocate
Livanta LLC
Las Vegas, NV
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
Las Vegas, NV
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
Las Vegas, NV
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
Las Vegas, NV
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
Las Vegas, NV
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
Las Vegas, NV
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