Katharine M Jones
Carrollton,Tx
Summary
Experienced with managing client accounts and optimizing client satisfaction through tailored solutions. Utilizes comprehensive knowledge of account management practices to foster long-term client relationships. Track record of effective communication and problem-solving in team-oriented setting.
Overview
16
16
years of professional experience
Work History
Independent Contractor
Freelance Customer Support Consultant
11.2024 - Current
- Provided remote customer success and intake services for small businesses and legal clients.
- Assisted with onboarding, client communications, and document management using CRM tools.
- Maintained high client satisfaction by delivering prompt, personalized support in a contract capacity.
- Remote
Internal Auditor
Scott and Associates, PC
08.2020 - 11.2024
- Audited case discrepancies and ensured compliance with consumer privacy regulations.
- Maintained compliance with high-volume recordkeeping and customer interaction standards.
- Worked with multiple departments in a deadline-driven environment requiring accuracy and discretion.
- Remote
Territory Account Specialist/Customer Service/Dispatch
Andy’s Sprinkler, Drainage, & Lighting
02.2017 - 04.2020
- Managed high-volume client interactions to resolve billing and scheduling concerns.
- Delivered outstanding service through clear, empathetic communication.
- Accurately updated customer accounts and provided follow-through support.
Customer Service/ Call Center/Dispatch
Moxie Pest Control
10.2016 - 01.2017
- Delivered frontline phone support, coordinated technician schedules, and responded to service issues.
- Used CRM systems and multiple software tools while managing active calls.
- Maintained calm under pressure in a high-volume, fast-paced call center environment.
Sr Business Control Analyst/Auditor/Litigation Specialist
Bank of America
04.2009 - 05.2016
- Analyzed financial data to identify trends and support strategic decision-making.
- Managed complex documentation and contributed to risk control strategies.
- Communicated with internal departments and external clients to ensure workflow transparency.
- Remote
Education
Paralegal Certificate - Paralegal Studies
ICDC College
01.2009
B.S. - Business Management
Capella University
01.2026
Skills
- Client relationship development
- Performance analytics
- Order management expertise
- CRM software proficiency
- Issue resolution expertise
- Multi-tasking expertise
- KPI analysis and reporting
- Effective virtual collaboration
- Client relationship building
- Workload management
- Deadline adherence
- Safety compliance
Tech & Tools
- Microsoft Office Suite | CRM Systems | Dual Monitor Environments
- Zoom | Slack | Typing 45 WPM | Professional Call Handling
- Document Management Systems | Remote Work Tools
Timeline
Independent Contractor
Freelance Customer Support Consultant
11.2024 - Current
Internal Auditor
Scott and Associates, PC
08.2020 - 11.2024
Territory Account Specialist/Customer Service/Dispatch
Andy’s Sprinkler, Drainage, & Lighting
02.2017 - 04.2020
Customer Service/ Call Center/Dispatch
Moxie Pest Control
10.2016 - 01.2017
Sr Business Control Analyst/Auditor/Litigation Specialist
Bank of America
04.2009 - 05.2016
Paralegal Certificate - Paralegal Studies
ICDC College
B.S. - Business Management
Capella University
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