Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kate Jones

Kate Jones

Managed Services Consultant
Columbus,OH

Summary

Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Pursues opportunities to learn new skills and contribute to group success. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

9
9
years of professional experience
4
4

Certifications

Work History

Managed Services Consultant

Veeva Systems, Inc
02.2023 - Current
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Built relationships with customers and community to promote long term business growth.
  • Discovered business requirements and asked open-ended questions to better determine needs.
  • Documented problems and corrective actions to maintain records.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Product Advisory

Veeva Systems, Inc
05.2018 - 02.2023
  • Educated customers regarding regular maintenance protocols to enhance user experience.
  • Helped customers discover new Vault features with enthusiastic and knowledgeable support.
  • Educated customers regarding regular maintenance protocols to improve user experience.
  • Built and maintained productive relationships with new and existing customers.
  • Established long term customer relationships by using effective communication and active listening skills.
  • Helped identify product gaps and opportunities to improve product position in market.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Cross-trained and backed up other customer service managers.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed process improvements to enhance overall delivery of service.
  • Implemented and developed customer service training processes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Contributed to team objectives in fast-paced environment.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Private Banking Service Specialist I

Huntington National Bank
06.2016 - 08.2017
  • Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
  • Helped clients protect assets through variety of strategies.
  • Developed tailored solutions to meet individual banking needs.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Maintained in-depth product and service knowledge for well-informed customer advice.
  • Adapted products and services to suit customers' changing financial circumstances.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Implemented strategies to increase customer retention, enabling investment growth.
  • Analyzed financial needs of clients and developed tailored strategies to meet goals.
  • Collaborated with clients to develop customized investment portfolios.

In Store Personal Banker Senior

Huntington National Bank
07.2014 - 06.2016
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Processed deposits, withdrawals and ACH transfers accurately.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Utilized customer relationship management software to provide accurate and complete customer service.
  • Verified customer identity and reviewed documentation for accuracy.
  • Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
  • Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
  • Tracked and processed customer account requests and applications.
  • Monitored accuracy of customer information in system.
  • Processed customer payments and account setup charges.

Education

Bachelor of Arts - Musical Theater

West Texas A&M University
Canyon, TX

Skills

  • Client relationship building
  • Project management
  • Knowledgeable in Veeva Vault
  • Critical thinking
  • Business analysis
  • Change management
  • Microsoft Office
  • Product Training

Certification

ISO 9001 Lead Auditor - Quality Certification

Vault Platform Associate Administrator

ASQ Certified Quality Process Analyst

SharePoint 2013 Site Collection and Site Administration

Timeline

Managed Services Consultant

Veeva Systems, Inc
02.2023 - Current

Product Advisory

Veeva Systems, Inc
05.2018 - 02.2023

Private Banking Service Specialist I

Huntington National Bank
06.2016 - 08.2017

In Store Personal Banker Senior

Huntington National Bank
07.2014 - 06.2016

Bachelor of Arts - Musical Theater

West Texas A&M University

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Kate JonesManaged Services Consultant