ERIKA JONES
New York
Overview
12
12
years of professional experience
Work History
Member Service Representative
SoFi
Jacksonville, FL
11.2025 - Current
- Enhanced member experiences by resolving inquiries and providing tailored financial solutions.
- Facilitated onboarding processes for new members, ensuring seamless account setup and access.
- Trained and mentored junior representatives on best practices in customer engagement and support.
- Responsible for assisting members with products like credit cards, checking/savings accounts, and loans.
Payments Manager & Consumer Debt Negotiator
United Settlement
New York, NY
10.2019 - 04.2025
- Negotiated significant reductions on consumer debt balances with major creditors and collection agencies on behalf of clients enrolled in settlement programs.
- Managed client payment schedules, coordinated settlement offers, and ensured timely disbursement of funds to satisfy negotiated agreements.
- Served as the primary point of contact for creditors, maintaining strong professional relationships to secure favorable outcomes.
- Advised clients on financial strategies, program progress, and repayment plans to support long-term financial stability.
- Collaborated with legal and compliance teams to ensure all negotiations adhered to regulatory and company standards.
- Tracked account performance and settlement metrics, identifying trends and opportunities for improved negotiation strategies.
Front Desk Operations Specialist
Kent Security
New York, NY
11.2017 - 10.2019
- Delivered white-glove service to residents, guests, and VIP visitors in a luxury residential building.
- Monitored access points and maintained a secure, discreet, and welcoming lobby environment.
- Coordinated high-volume package and concierge requests with efficiency and attention to detail.
- Handled resident inquiries and service needs with professionalism and urgency.
- Scheduled vendor access and maintenance appointments, ensuring minimal disruption to residents.
- Maintained polished front desk operations, including visitor logs, incident reports, and building communications.
Customer Service Representative (Team Lead)
Citibank
Jacksonville, FL
07.2014 - 11.2017
- Led a team of customer service representatives, providing coaching, mentoring, and performance feedback to ensure consistent delivery of high-quality client support.
- Oversaw daily operations, monitored call metrics, and ensured adherence to Citibank’s service standards and compliance protocols.
- Handled escalated customer inquiries and complex account issues with professionalism and urgency, delivering solutions that enhanced customer satisfaction.
- Collaborated with cross-functional departments to streamline processes and improve the overall customer experience.
- Conducted regular team huddles and training sessions to reinforce product knowledge, soft skills, and regulatory updates.
- Analyzed service data and trends to identify opportunities for operational efficiency and service improvement.
Education
Associate of Arts - Business Management
Florida State College at Jacksonville
Jacksonville, FL05-2017
Skills
- Technical: Google Suite, CRM & Automation Platforms (Salesforce, HubSpot), Task Management, Data Visualization & Reporting, Data Compliance, Financial Reporting & Settlement Calculations, Data Entry & Record Management
- Professional: Strategic Leadership, Organizational Development, Business Process Optimization & Operational Efficiency, Executive-Level Communication & Negotiation, Performance Improvement, Data-Driven Decision Making & Analytical Problem-Solving, Client Relations
Timeline
Member Service Representative
SoFi
11.2025 - Current
Payments Manager & Consumer Debt Negotiator
United Settlement
10.2019 - 04.2025
Front Desk Operations Specialist
Kent Security
11.2017 - 10.2019
Customer Service Representative (Team Lead)
Citibank
07.2014 - 11.2017
Associate of Arts - Business Management
Florida State College at Jacksonville