Jonnequa Carter
Summary
Customer-focused Technical Support and Customer Success professional with 8+ years of experience across healthcare, financial technology, SaaS support, customer service, onboarding, and client relationship management. Proven ability to troubleshoot complex software issues, manage escalations, support product adoption, and deliver exceptional customer experiences. Experienced working with healthcare members, financial software users, and cross-functional teams to resolve issues and improve outcomes.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Product Support Representative
Thomson Reuters
05.2024 - Current
- Support customers using Accounting CS, a financial SaaS platform supporting payroll, accounting, and tax workflows.
- Guide customers through ACH/direct deposit onboarding, setup validation, prenote testing, and payroll funding workflows using third-party payment processors including Kotapay.
- Troubleshoot payroll processing issues, payment discrepancies, direct deposit setup, and tax form workflows including W-2s, 1099s, and 941s.
- Manage high-volume support queues while maintaining strong customer satisfaction and escalation ownership.
- Collaborate cross-functionally with engineering and internal teams to resolve complex technical and workflow-related customer issues.
- Assist customers with onboarding, workflow optimization, and software adoption through phone, email, and remote support.
Healthcare Customer Support Experience
Kaiser Permanente, UnitedHealthcare, Orthodontic Care of Georgia
01.2020 - 01.2024
- Provided customer and patient support within healthcare environments while handling sensitive account and workflow issues.
- Supported members and patients through billing, insurance verification, appointment coordination, and account-related concerns.
- Maintained strong communication and problem-solving skills in high-volume customer-facing environments.
- Educated patients on healthcare policies, procedures, and available resources for support.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
Customer Service & Sales Experience
Verizon, Allconnect, Nexxlinx, Bay Area Credit
01.2014 - 01.2020
- Delivered customer service, technical support, and sales assistance in fast-paced environments.
- Served in a lead role at Nexxlinx, assisting team members with escalations and daily support operations.
- Built strong customer relationships while balancing multiple priorities and maintaining performance expectations.
- Collaborated with team members to achieve sales goals and improve service.
- Maintained accurate records of sales activity and customer interactions in CRM system.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Trained new team members on standard procedures and safety protocols.
- Coordinated communication between departments to enhance collaboration.
Education
Associate of Science - Cyber Security
University of Phoenix
Tempe, AZ 11.2023 - 02.2025
Associate Degree - Criminal Justice
University of Phoenix
Tempe, AZ 06.2020 - 02.2023
Berkmar High School
Lilburn, GASkills
Customer Success
Technical Support
SaaS Applications
Product Support
Customer Onboarding
Escalation Management
CRM Systems
Salesforce
SQL Fundamentals
QuickBooks Workflows
Accounting CS
Process Improvement
Healthcare Operations
HIPAA Compliance
Microsoft Office SuiteAI Tools (Copilot, CoCounsel, OpenArena)
Training & Enablement
Timeline
Product Support Representative
Thomson Reuters
05.2024 - Current
Associate of Science - Cyber Security
University of Phoenix
11.2023 - 02.2025
Associate Degree - Criminal Justice
University of Phoenix
06.2020 - 02.2023
Healthcare Customer Support Experience
Kaiser Permanente, UnitedHealthcare, Orthodontic Care of Georgia
01.2020 - 01.2024
Customer Service & Sales Experience
Verizon, Allconnect, Nexxlinx, Bay Area Credit
01.2014 - 01.2020
Berkmar High School