Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Hi, I’m

Malesha Jones

Raleigh,NC
Malesha Jones

Summary

Self-motivated, passionate, and collaborative IT professional offering over 10 years proficiency in troubleshooting, customer support, analytical skills, and problem-solving experience for delivering outstanding solutions and driving results. Background in technical roles with recent education in Computer Programming, Information Systems IT Project Management, and Scrum. Currently seeking to leverage a valuable blend of skills within an organization that shares the same drive and passion for technology.

Overview

14
years of professional experience
1
Certification

Work History

Charter Communications

Regional Support Center Representative IV
01.2020 - Current

Job overview

  • Management of field operations schedules and workforce through audits, field collaboration, analyzation, and reporting forecasting opportunities to determine availability and drive solutions.
  • Assisted in training new hires and offered ongoing support to help them reach their full potential.
  • Increased customer satisfaction by addressing escalations and resolving complaints in a timely manner.
  • Improved efficiency and productivity with field operations through active listening, open communication, and adaptability. Resulting in 4th place ranking within Region for March 2024.

Spectrum-Charter Communications

Regional Support Center Representative I - III
01.2017 - 01.2020

Job overview

  • Oversee real-time work order completion by supporting technicians needs, ensure operator efficiency by effectively delegating assignments, diagnosing problems, and offering troubleshooting support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Managed over 100 technicians in field operations.

Spectrum-Charter Communications

Customer Care Representative
01.2015 - 01.2017

Job overview

  • Delivered comprehensive product support, assisting customers with troubleshooting, usage guidance of products, and escalation of service request for internet, cable, and home phone services.
  • Exceptional professionalism and efficiency of call volume handling. Managing over 50 calls daily.
  • Communicated with clients regarding account services, statements, balances, and provided account resolution to all inquiries.

Best Buy

Lead Sales Consultant
01.2010 - 01.2015

Job overview

  • Supervised and trained staff of 5 employees.
  • Simultaneously resolved customer escalations by remaining current on technology innovations
  • Managed planograms, inventory, and security for onsite stock.
  • Assisted with staff training, enhancing team knowledge of products and best practices to boost team performance.
  • Conducted product demonstrations and presentations for prospective clients, highlighting key features and benefits.

Education

Strayer University
Research Triangle, NC

B.S. Information Systems from Information Technology Project Management
06.2019

Skills

  • Customer Support
  • Goal-oriented mindset
  • Staff Training
  • Technical Troubleshooting
  • Cross-Functional Team Development
  • Analytical Thinking
  • Data Research, Validation, and Analysis
  • Team Collaboration and Leadership
  • Documentation And Reporting
  • Risk Analysis
  • MS Excel
  • Forecasting ability

Certification

Certified ScrumMaster , Scum Alliance - 2024


Javascript Coding Full Stack Development Boot Camp, UNC-Chapel Hill, 2021


NCTI Emerging Leader , Charter Communication - 2019


Timeline

Regional Support Center Representative IV

Charter Communications
01.2020 - Current

Regional Support Center Representative I - III

Spectrum-Charter Communications
01.2017 - 01.2020

Customer Care Representative

Spectrum-Charter Communications
01.2015 - 01.2017

Lead Sales Consultant

Best Buy
01.2010 - 01.2015

Strayer University

B.S. Information Systems from Information Technology Project Management

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Malesha Jones