Jaelan Jones
Mansfield
Summary
Customer service professional with experience and demonstrated success in account management, online portal support, handling inbound chats, emails, and phones to assist with account, billing, payments, and reporting inquiries. I am seeking a position to utilize my skills for career advancement.
Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Offering proactive and adaptable approach, eager to learn and grow within recovery field. Brings foundation in financial principles and customer service, ensuring ability to quickly assimilate new information and techniques. Ready to use and develop problem-solving and communication skills
Overview
10
10
years of professional experience
1
1
Certification
Work History
Recovery Associate
Hyundai Capital America
06.2022 - Current
- Assisted in reducing outstanding debts for the company by diligently working on account collections.
- Ensured compliance with federal, state, local regulations regarding debt collection activities.
- Stayed current on industry developments through ongoing education initiatives such as seminars, webinars, or workshops.
- Utilized various methods of contact, including phone calls, emails, and letters to reach clients effectively.
- Prioritized workload strategically to maximize productivity and achieve set targets for account recoveries.
- Improved recovery rates by implementing efficient strategies and following up with clients.
- Demonstrated excellent problem-solving abilities by identifying issues in the recovery process and proposing solutions.
- Assisted in training new employees on company procedures and best practices for successful debt recovery operations.
- Handled sensitive financial information with discretion, adhering to confidentiality policies at all times.
- Provided exceptional customer service while negotiating payment arrangements within company guidelines.
- Supported internal departments by providing relevant information on client accounts and collection statuses.
- Utilized customer feedback to improve services and apply best practices.
- Increased efficiency of the recovery process, managing a high volume of accounts simultaneously.
- Resolved disputes professionally by gathering necessary documentation and coordinating with appropriate parties when needed.
- Performed regular audits on past due accounts to identify trends or areas needing improvement in the collection process.
- Maintained detailed records of all collection efforts, ensuring accurate reporting and accountability.
- Conducted thorough research to locate hard-to-find clients and resolve outstanding debts efficiently.
Field Services Representative
IHC Specialty Benefits Group
04.2020 - Current
- Liaison between IHC Specialty Benefits and Insurance agents to increase brand loyalty and day to day operation efficiency
- Recording of expired/expiring credentials monthly; make calls to licensed personnel to for updated information
- Keep confidential record of licensed personnel who are up for annual review, retrieve files and submit them to the DON or Program Manager as necessary
- Assisting with the attendant file room, making sure all applications are located
- Keeping active and inactive files current
- Assist in Attendant applications, verifying documents received and calling for references
- Backup authorization for criminal background checks
- Assist with upcoming audits by self-auditing Attendant files
- Update Attendant database with new addresses and phone numbers
- Schedule HR related items such as interviews
- Assist with yearly Abuse Registry checks
- Assist with yearly Attendant evaluations
- Assist with phone calls from Clients and Attendants during peak periods as needed
- Verify monthly employees eligible for health and dental insurance
- Track eligibility for attendants for health insurance on a monthly basis
- Communicate with broker as necessary when eligibility
- Completing up to60+ emails/tasks daily
- On call for active agents8am-5pm
- Lead for onboarding new agents
- Appointing agents with numerous Healthcare carriers
- (National General, Transamerica, United Health, Molina, BCBS, Ambetter, Brighthealth, Friday HP, Aflac, etc)
- Weekly Speaker in company agent trainings
- Efficient use of Microsoft Word, Excel, PowerPoint, Google Suite, Salesforce and OneDrive
- Ensured safety compliance in all field activities, adhering to company guidelines and industry regulations.
- Developed lasting relationships with clients through excellent communication and professionalism.
- Improved team performance through regular feedback and performance evaluations.
- Increased overall productivity, implementing comprehensive training programs for new hires.
- Provided remote technical support to customers, reducing on-site visit requirements when possible.
- Provided detailed reports post-service visits to document issues resolved, recommendations made, and any potential areas for improvement.
- Coordinated with sales teams to provide technical expertise during product demonstrations or proposal development processes.
- Streamlined work order processes for faster response times and improved customer experience.
- Delivered high-quality services consistently, maintaining client trust and fostering repeat business.
- Optimized route planning for service calls, reducing travel time and costs.
- Ensured compliance with industry regulations during all service activities, maintaining company's good standing.
- Adapted quickly to new technologies, ensuring company remained competitive in offering cutting-edge solutions.
Customer Service Representative
LANDAUER INC.
06.2016 - 04.2020
- Handle inbound calls, chats, and emails for account maintenance to ensure exceptional service delivery and support assigned territory in partnership with the regional sales assistant
- Handled4,573 inbound phone calls,633 chats and2,611 emails in2018
- Achieved schedule adherence performance at91.54% (Goal92%)
- Assist regional sales assistant with International account maintenance
- Campaign Support (Form5, Email verification and Paperless)
- Manage changes and inquiries for large VIP accounts (Schlumberger, Dosimetrik)
- Peer coach new hires with training and onboarding on procedures and account maintenance transactions to transition to work independently
- Redesigned planned holiday activities to boost team morale with games, contests and prizes (Christmas re-boot)
- Selected to assist Information Systems team in testing ERP enhancements (Agresso)
- Successfully achieved Quality Experience call observation results at93.29% (Goal92%)
- Successfully achieved Voice of the Customer survey results at94.29% (Goal92%)
- Support multiple Chat skills for inbound inquiries (Customer Service and myLDR)
- Supported Customer Service Week by creating and conducting activities, providing prizes and serving food to my peers to build morale and employee engagement
- Supported the Address Copy Project by matching address types on accounts
- Supported the Data Breach Project by answering inbound call and email inquiries
- Supported the International Reassignment Project by completing several spare assignments for account updates
Sales Manager
AUTOZONE
11.2015 - 06.2016
- Managed daily operations and provided floor sales leadership
- Commercial Account Maintenance
- Campaign Support (Product discounts and Bundle discounts)
- Support new hires on POS systems
- Selected as Inventory Lead to keep track of incoming and outgoing shipments
Assistant Manager
RENT-A-CENTER
08.2014 - 08.2015
- Managed customer accounts and daily operations
- Promotion to assistant manager
- Support new hires with onboard training and POS systems
Education
Associate of Liberal Arts Degree -
Moraine Valley Community College
Palos Hills, IL03.2019
Skills
- Microsoft Office Suite
- ERP(Agresso)
- InContact (Chat, Email & Phone Solution)
- ADP(Payroll)
- Echo (Voice of the Client)
- InView (Scorecards & Dashboards)
- Service Desk Plus (SDP) Trouble Ticketing System
- Web (myLDRcom, Enterprise and USBank) Web Fax
- Z-net
- Retail Inventory Management
- SalesForce
- Payment processing
- Dispute resolution
- Skip tracing
- Legal documentation
- Collections strategy
- Customer negotiation
- Debt collection
- Repossession handling
- Customer service
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 8-12 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- CPR/AED Certification
- Salesforce Certified Administrator
Timeline
Recovery Associate
Hyundai Capital America
06.2022 - Current
Field Services Representative
IHC Specialty Benefits Group
04.2020 - Current
Customer Service Representative
LANDAUER INC.
06.2016 - 04.2020
Sales Manager
AUTOZONE
11.2015 - 06.2016
Assistant Manager
RENT-A-CENTER
08.2014 - 08.2015
Associate of Liberal Arts Degree -
Moraine Valley Community College
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