Summary
Overview
Work History
Education
Skills
Websites
Professional References
Timeline
Generic

Queenetta C. Jones

Brundidge,Alabama

Summary

Dynamic professional with extensive experience at Troy Career Center, specializing in customer support and client relationship management. Expertise in Microsoft Office has led to improved claim processing efficiency and effective resolution of complex issues. Strong problem-solving skills and a goal-oriented approach drive exceptional service delivery and high client satisfaction.

Overview

8
8
years of professional experience

Work History

ES Representative

Troy Career Center
02.2023 - 06.2025
  • Guide claimants through unemployment filing process, ensuring clear communication and resolving identity verification issues for streamlined claim processing
  • Meticulously document client interactions, maintain accurate records, and compile weekly reports for supervisors to enhance claim tracking efficiency
  • Liaise between claimants and upper management to address complex issues, fostering effective problem-solving and improving overall service quality
  • Expedite claim processing by swiftly clearing 5 to 10 identity verifications and fraud score reviews per day, reducing processing time and enhancing client satisfaction
  • Analyze claim patterns and client feedback to identify areas for process improvement, contributing to the development of more efficient unemployment claim procedures
  • Streamline unemployment claim processing through efficient identity verification, fraud review, and detailed documentation, enhancing overall service quality

Work-study Assistant

Troy University
08.2021 - 12.2021
  • Provided administrative support by documenting performance reports
  • Sorted, updated employee records, and properly disposed of old ones
  • Worked as a liaison for the dean’s office, management department, and the record’s offices
  • Greeted 5 to 10 incoming office visitors per day, answered questions, and directed individuals to office locations.
  • Collaborated with staff members to guarantee students received best possible customer service.

Customer Service Representative

CGI
11.2017 - 06.2018
  • Answered health insurance questions, enrolled 10 to 20 customers per day to new policies
  • Build customer relationships, updated, and maintained customer accounts
  • Identified and addressed policy issues and resolved problems in a timely manner
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Administrative Secretary

City Hall
03.2017 - 08.2017
  • Checked and compared documents, forms, applications, or other materials for accuracy, completeness, grammar, and format
  • Collected, sorted, batched, alphabetized, coded, and placed in numerical order various documents for filing, storage, or processing
  • Prepared and processed bills, invoices, receipts, statements, checks, and other financial documents
  • Greeted 10 to 15 incoming visitors and customers per day professionally and provided friendly, knowledgeable assistance.

Education

Master of Business Administration - Global Business – Human Resource Management

Troy University
Troy, AL
07.2024

Bachelor of Science - Global Business – Human Resource Management

Troy University
Troy, AL
12.2021

Skills

  • Microsoft Office proficient
  • 50 WPM
  • Customer support
  • Goal-oriented mindset
  • Customer relations
  • Data entry proficiency
  • Client relationship building
  • Client services

Professional References

  • Audrey Darby, 2843 Jan Drive, Montgomery, AL 36115, (334) 328-1606, Montgomery Career Center
  • Kim Mueller, 407 County Road 4419, Brundidge, AL 36010 (334)268-9533, Troy University
  • Gail Layton, 2048 Joe Breuer Road, Daleville, AL 36322 (334)406-9890, Troy University
  • Lori Garrett 1023 S. Brundidge St, Troy, AL 36081 (334) 922-0670, Troy Career Center

Timeline

ES Representative

Troy Career Center
02.2023 - 06.2025

Work-study Assistant

Troy University
08.2021 - 12.2021

Customer Service Representative

CGI
11.2017 - 06.2018

Administrative Secretary

City Hall
03.2017 - 08.2017

Master of Business Administration - Global Business – Human Resource Management

Troy University

Bachelor of Science - Global Business – Human Resource Management

Troy University

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