Latoya Jones
Mobile,AL
Summary
To secure a position in Product Support at SitusAMC, leveraging my extensive experience in digital transformations and customer support to enhance client satisfaction and operational efficiency.
Dynamic professional with over 17 years of experience in project management, customer service, and technical support. Proven expertise in leading digital transformation initiatives, particularly in implementing ServiceNow solutions. Committed to fostering strong client relationships and driving successful project outcomes that align with organizational goals.
Overview
16
16
years of professional experience
Work History
Digital/IM Project Manager
Airbus (Scalian Sub-Contactor)
01.2024 - Current
- Spearhead digital transformation initiatives, focusing on ServiceNow implementations to enhance operational efficiency
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Collaborate with cross-functional teams to develop and execute project plans, ensuring alignment with organizational goals
- Engage stakeholders at all levels through workshops and meetings, gathering insights to inform project direction
- Develop change management strategies to facilitate smooth transitions to new digital tools
- Monitor project progress using KPIs, conducting regular status updates and risk assessments to address potential challenges
- Design and deliver training programs for end-users to maximize the benefits of new digital solutions
IM Functional Support Expert
Airbus (Scalian Sub-Contractor)
05.2023 - Current
- Oversee onboarding and offboarding processes within the ServiceNow system, ensuring compliance with SLAs
- Coordinate with cross-functional teams including HR, IT, and facilities management to facilitate smooth transitions for new and departing employees
- Troubleshoot technical issues and provide guidance on policies and procedures to support user needs
- Worked effectively in fast-paced environments.
- Coordinate with stakeholders to gather requirements for change management
VoIP Specialist II / Client Support Representative
C Spire
03.2015 - Current
- Coordinated and implemented training presentations for C Spire Business clients, focusing on VoIP solutions to meet their telecommunications needs
- Developed long-lasting client relationships, enhancing satisfaction and driving referrals
- Managed call flow development and data performance to ensure clients’ expectations were met
- Client Support Representative of the Month (June 2017)
- Nominated for CSB All-Star Award (February 2019)
Tech Pro / Engagement Specialist
C Spire Wireless
12.2011 - 03.2015
- Facilitated training on emerging technologies, achieving high customer satisfaction and sales goals
- Conducted new hire training and performance evaluations to enhance team skills and knowledge
- Maintained a 100% customer service rating over several months
Customer Service Coordinator
C Spire
02.2011 - 12.2011
- Ensured a positive customer experience by managing store operations and promptly addressing client needs
- Consistently achieved accessory sales goals
Team Leader
C Spire
02.2009 - 02.2011
- Led a team to meet sales and customer satisfaction targets, integrating technology into consumer solutions
- Recognized as a top sales leader within the team
Account Service Representative
C Spire
05.2008 - 02.2009
- Focused on achieving sales and customer satisfaction goals while facilitating technology integration for clients
- Consistently performed as a leading sales representative
Education
Bachelor’s Degree - Human Resource Management
Faulkner University
12.2014
Advanced Diploma - with Honors
Lillie B Williamson High School
05.2003
Skills
- Project Management
- Stakeholder Engagement
- Change Management
- Training & Support
- Customer Service Excellence
- Microsoft Office Suite
- Problem Solving
- Meeting facilitation
- Customer relations specialist
- Teamwork and Collaboration
- Multitasking Abilities
- Critical Thinking
Timeline
Digital/IM Project Manager
Airbus (Scalian Sub-Contactor)
01.2024 - Current
IM Functional Support Expert
Airbus (Scalian Sub-Contractor)
05.2023 - Current
VoIP Specialist II / Client Support Representative
C Spire
03.2015 - Current
Tech Pro / Engagement Specialist
C Spire Wireless
12.2011 - 03.2015
Customer Service Coordinator
C Spire
02.2011 - 12.2011
Team Leader
C Spire
02.2009 - 02.2011
Account Service Representative
C Spire
05.2008 - 02.2009
Advanced Diploma - with Honors
Lillie B Williamson High School
Bachelor’s Degree - Human Resource Management
Faulkner University
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