Lucinda Jones
Baytown,TX
Summary
Resourceful candidate known for high productivity and efficient task completion. Possess specialized skills in advanced troubleshooting, network diagnostics, and customer service management. Excel in problem-solving, communication, and adaptability, ensuring swift resolution of complex technical issues while maintaining positive client interactions.
Overview
16
16
years of professional experience
2007
2007
years of post-secondary education
Work History
Tier 2 Technical Support Specialist
Tailored Brands Inc.
Houston , TX
11.2019 - 07.2025
- Resolved technical issues for customers via phone and email support.
- Guided team members in troubleshooting complex software problems.
- Documented solutions in knowledge base for future reference.
- Monitored support tickets to ensure timely resolution of inquiries.
- Trained new hires on processes and customer service techniques.
- Maintained accurate records of customer interactions and feedback.
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
- Resolved customer complaints in a timely manner.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Used remote control and assistance tools expertly to support non-local customers.
- Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Documented problems and solutions to train lower-level support on how to address customer technical issues.
- Tracked customer information such as contact details, hardware configurations.
- Participated in product testing cycles prior to release into the market.
- Ensured compliance with company policies when providing technical assistance.
- Verified that corrective actions were taken on customer issues reported previously.
- Provided guidance to Tier 1 Technical Support Specialists when needed.
- Collaborated with other departments such as Sales, Networking, Systems Administration.
- Handled escalated calls from Tier 1 Technical Support Specialists.
Customer Support Specialist
Conduent
Houston, Texas
01.2017 - 10.2019
- Provided expert support for customer inquiries via phone and email.
- Resolved technical issues using internal tools and troubleshooting protocols.
- Collaborated with team members to enhance customer service processes.
- Analyzed feedback to identify areas for improvement in service delivery.
- Maintained knowledge of products to assist customers effectively and accurately.
- Escalated complex issues to senior staff for resolution and follow-up.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Collections Lead
Conn's Corporate Office
Beaumont, Texas
06.2015 - 12.2016
- Led collections team to manage outstanding accounts and reduce delinquency rates.
- Developed and implemented effective collection strategies to improve cash flow.
- Trained and mentored staff on best practices in collections procedures.
- Collaborated with cross-functional teams to resolve customer disputes efficiently.
- Utilized collection software to track account statuses and maintain records.
- Ensured compliance with legal regulations in all collection activities.
- Researched customer complaints regarding collection attempts made by the organization's representatives.
- Maintained open communication channels between the organization's legal department, external attorneys and third party agencies when pursuing litigation against delinquent customers.
- Assisted customers in resolving payment issues by providing them with information regarding their accounts and payment options.
- Implemented best practices across the department in order to maximize efficiency without compromising quality of service provided.
- Worked closely with other departments such as Credit, Sales and Customer Service teams to resolve outstanding issues quickly and efficiently.
- Monitored customer account activities to identify delinquent accounts and initiate collection efforts.
Dispute and Fraud Analyst
Alorica
Beaumont, Texas
03.2013 - 05.2015
- Analyzed disputes and fraud cases to identify patterns and trends.
- Collaborated with cross-functional teams to resolve customer inquiries effectively.
- Investigated suspicious transactions using advanced fraud detection tools.
- Trained new team members on dispute resolution processes and best practices.
- Documented findings in detailed reports for internal review and action planning.
- Maintained accurate records of all investigations and resolutions for auditing purposes.
- Developed reports outlining the scope of fraud trends, losses due to fraud, and recommendations for prevention measures.
- Assisted customers in resolving disputes through effective communication and negotiation techniques.
- Worked closely with vendors, partners, and clients regarding matters related to disputes or fraud allegations.
- Utilized various software programs to track trends in fraudulent behavior.
- Interfaced with external agencies such as law enforcement when necessary to facilitate investigations.
- Researched applicable laws, regulations, standards, and best practices related to dispute resolution processes.
- Conducted detailed investigations into potential cases of identity theft or credit card fraud.
Senior Customer Service Manager
Walmart
Port Arthur, Texas
10.2009 - 02.2013
- Led customer service team to enhance client satisfaction and loyalty.
- Trained staff on effective communication and problem-solving techniques.
- Developed strategies to improve service efficiency and response times.
- Collaborated with departments to resolve complex customer issues effectively.
- Implemented training programs for new hires on service best practices.
- Oversaw daily operations ensuring adherence to company policies and standards.
- Analyzed service metrics to drive operational improvements and team performance.
- Resolved escalated customer complaints in a timely manner.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Education
BBA - Human Resources Management
Lamar University
Beaumont, TX 07.2002 - 05.2006
Spurger I.S.D.
Spurger, TXSkills
- Knowledge base management
- Customer relationship management
- Product testing
- Team collaboration
- Process documentation
- Effective communication
- Problem solving
- Conflict resolution
- Employee training
- Cross-functional communication
- Customer support
- Incident management
- Field performance assessment
- Organizational skills
- Professionalism
- Reliability
- Collaborative team player
- Continuous improvement
Affiliations
- Gardening
- Baking
- Cooking
- Micro Homestead
- Spending time with family
References
References available upon request.
Timeline
Tier 2 Technical Support Specialist
Tailored Brands Inc.
11.2019 - 07.2025
Customer Support Specialist
Conduent
01.2017 - 10.2019
Collections Lead
Conn's Corporate Office
06.2015 - 12.2016
Dispute and Fraud Analyst
Alorica
03.2013 - 05.2015
Senior Customer Service Manager
Walmart
10.2009 - 02.2013
BBA - Human Resources Management
Lamar University
07.2002 - 05.2006
Spurger I.S.D.