Summary
Overview
Work History
Education
Skills
Timeline
Generic

NICHOLE JONES

Avenel,NJ

Summary

Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Initial Assistance Representative (IAR)

IRS
Springfield, NJ
08.2023 - 08.2024
  • Identifies, analyzes, and makes suggestions for resolution or correction to reduce barriers impacting the effectiveness of operations and improve efficiency of the work area
  • Examines returns, supporting documents, and monetary receipts for completeness and discrepancies, as well as monitors and tracks information for sampling requirements prior to transmission to Submission Processing Centers
  • Makes initial determinations on filing extensions, assigns Employer Identification Numbers, processes Power of Attorney requests, resolves and assists taxpayers with entry discrepancies at kiosk terminals and inquiries on basic tax law, forms, and IRS services such as W-2, W-7, obtaining an Individual Taxpayer Identification Number, filing requirements, filing status, and VITA locations

MVC Technician

New Jersey Motor Vehicle Commission
Elizabeth, NJ
07.2022 - 07.2023
  • Performs technical duties involving the processing and issuance of agency documents compliant with appropriate rules, regulations, policies, and procedures
  • Examines identification documents for authenticity, and accepts applications and support documents for simple transactions
  • Answers application, processing and personal identification support documents questions, explains procedures, clarifies forms, gives instructions, and resolves problems
  • Administers oral/written examinations in order to test an applicants' knowledge of applicable laws, safe driving practices, or related requirements, and scores tests using standard methods on which approval or rejection of driver license permits may be based
  • Administers vision testing to determine the vision acuity of applicants requiring driver's licenses and/or special permits

Customer Experience Agent

Alorica
Remote, NJ
01.2021 - 06.2022
  • Learned company products and services in-depth to offer customers best-in-class service
  • Documented interactions in detail to keep records updated about customers' needs and implemented solutions
  • Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
  • Provided support to Samsung customers by quickly investigating and resolving hardware and software issues
  • Diagnosed program malfunctions, identifying root causes and implementing corrective solutions
  • Calmly de-escalated calls, and walked customers through step by step troubleshooting instructions

Patient Access Specialist

Conduent
Remote, NJ
01.2020 - 12.2020
  • Verified completeness and accuracy of patients' information for documentation in EMR system
  • Performed routine call center activities concerning diabetes medications, products and services
  • Evaluated issues and solutions to provide the best outcome for the client and end-users
  • Demonstrated in-depth knowledge and understanding of the medicines and products offered
  • Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers
  • Accurately prepared and processed forms to change patient service levels
  • Processed product orders, including entering patient orders and coordinated delivery schedules to meet patient needs
  • Responsible for identifying, recording, and reporting adverse events
  • Followed HIPAA laws and guidelines

PSE Sales and Service Distribution Associate

United States Postal Service, USPS
Rahway, NJ
11.2017 - 12.2019
  • Performed any variety of sales and customer services at a retail window or lobby, which may include selling postal products and services, accepting and delivering packages and mail
  • Distributed and scanned incoming and outgoing mail at a post office, branch or station
  • Performed additional duties as assigned including but not limited to maintaining records of mail; facing and canceling mail; making emergency carrier relays; labeling and tying out mail for dispatch and other related duties for distribution
  • Operated sorting and other machinery to sort packages
  • Completed, sold, and sent money orders
  • Recorded and tracked packages and priority mail
  • Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
  • Unloaded sacks of incoming mail, separated letters and transported to proper sorting and processing area

Transportation Security Officer

Transportation Security Administration, TSA
Newark, NJ
03.2011 - 10.2017
  • Adhered to all standard operating procedures to remain compliant with company and government regulations
  • Provided clear and concise instructions to passengers regarding screening procedures
  • Operated various screening equipment and technology to identify dangerous objects in baggage, cargo and/or on passengers, and preventing those objects from being transported onto aircraft
  • Identified those passengers in need of in-depth screening based on machine readings or suspicious behaviors
  • Confiscated dangerous items, hazardous materials and unauthorized liquids from passengers
  • Monitored checkpoints and prevented entry by unauthorized individuals
  • Responded promptly to security breaches and helped coordinate actions such as apprehensions and lockdowns

Education

GED -

Edison Job Corps
Edison, NJ
06.2001

Skills

  • Records Management
  • Telephone reception
  • Technical Troubleshooting
  • Customer Support
  • Data Entry
  • Administrative Support
  • Clerical Support
  • File Maintenance
  • Spreadsheet Management
  • Time Management
  • Organizing and Categorizing
  • Office Supplies Management
  • Scheduling appointments
  • Complex Problem-Solving
  • Verbal Communication
  • Prioritizing Work
  • Digital File Management
  • Mail Management
  • File Organization
  • Bank Deposit Reconciliation
  • Payment Processing
  • Strong interpersonal skills

Timeline

Initial Assistance Representative (IAR)

IRS
08.2023 - 08.2024

MVC Technician

New Jersey Motor Vehicle Commission
07.2022 - 07.2023

Customer Experience Agent

Alorica
01.2021 - 06.2022

Patient Access Specialist

Conduent
01.2020 - 12.2020

PSE Sales and Service Distribution Associate

United States Postal Service, USPS
11.2017 - 12.2019

Transportation Security Officer

Transportation Security Administration, TSA
03.2011 - 10.2017

GED -

Edison Job Corps

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