Tis'Chelle Jones
New York,NY
Summary
To secure a position in a customer service role where I can apply my skills, gain more knowledge and seek career advancement opportunities.
Overview
17
17
years of professional experience
Work History
Emergency Dispatcher
Kings III Communications
12.2023 - Current
- Acted as a first responder for pool phones, help phones, areas of refuge phones, and elevator entrapments.
- Coordinated with emergency services including fire departments, police agencies, EMS, and businesses to ensure necessary resources were available.
- Provided critical information to first responders during emergencies.
FNOL-Claims Processor II
Allstate
11.2023 - Current
- Initial Claim Intake: Receive and document the first report of a loss from policyholders, which can include auto accidents, property damage, theft, etc.
- Information Gathering: Collect essential details about the incident, such as the date, time, location, and nature of the loss, as well as policyholder information and any relevant documentation (e.g., photos, police reports).
- Customer Support: Provide empathetic and efficient customer service to policyholders during stressful situations, ensuring they understand the next steps in the claims process.
- Data Entry: Accurately enter all collected information into the claims management system to initiate the claims process.
- Coordination: Communicate with other departments, such as underwriting and claims adjusters, to ensure all necessary information is available for processing the claim.
- Follow-Up: Keep policyholders informed about the status of their claims and any additional information or documentation needed.
- Compliance: Ensure all actions comply with company policies, state and federal regulations, and industry standards.
Senior Consultant II
Ally Bank
06.2020 - 10.2023
- Customer Assistance: Provided comprehensive support to customers through inbound calls, email, chat, and mobile messaging.
- Customer Service Excellence: Delivered exceptional service to premier, IRA, and general clients, ensuring high satisfaction levels.
- Technical Support: Resolved issues related to mobile and online banking, submitted disputes, and processed debit card orders.
- Compliance and Confidentiality: Ensured client confidentiality and adhered to banking regulations.
- Client Education: Educated clients on various banking products, including IRAs, CDs, decedent processing, wire transfers, fiduciary services, and investments.
- Efficiency and Resolution: Achieved one-call resolution, significantly reducing customer complaints by 50%.
- Performance and Recognition: Processed manual Salesforce cases, consistently met monthly performance goals, and received recognition awards for outstanding performance.
- Team Leadership: Conducted team huddles, assisted with new hire training, and led special projects to enhance team morale and productivity
Account Management
ADT Security Services
04.2007 - 03.2020
- Negotiated with customers who requested to cancel or switch to a competitor
- Implemented customer retention strategies, such as loyalty programs, discounts, or new contract options
- Answered customer questions about their product, services and billing
- Resolved customer complaints or grievances
- Analyzed customer feedback and data to identify areas of improvement
- Reported on customer retention metrics and goals to sales managers
- Assisted customers with Tier 1 technical support for alarm and smart home systems
- Scheduled service calls and ordered alarm equipment
- Dispatched medical, fire and police to active alarm locations.
Education
HS Diploma -
Bronx Outreach HS
Bronx, NY06.1994
Skills
- Proficient in Windows based PC and Microsoft Office
- Strong attention to detail and accuracy
- Excellent written and oral communication skills
- Interpersonal, analytical, negotiation, and conflict resolution abilities
- Adaptive with exceptional multitasking skills
- Proactive and customer-focused with a positive attitude
- Technical support expertise with a strong work ethic
- Ability to thrive in a demanding environment with learning agility
- Active listening and critical thinking
- Team player
- Meets monthly performance goals
Timeline
Emergency Dispatcher
Kings III Communications
12.2023 - Current
FNOL-Claims Processor II
Allstate
11.2023 - Current
Senior Consultant II
Ally Bank
06.2020 - 10.2023
Account Management
ADT Security Services
04.2007 - 03.2020
HS Diploma -
Bronx Outreach HS
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