Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
BusinessAnalyst
Racquelle Jones

Racquelle Jones

Orlando,FL

Summary

A vibrant and enthusiastic business professional with an insatiable thirst for learning. Approaches every challenge with unwavering optimism! My passion for personal and professional development drives me to seek new opportunities and experiences. I am always eager to explore new avenues, and expand my skillset. I thrive in dynamic fast paced environments, where innovation and creativity are valued. I am looking for something that will allow me to leverage my talents and contribute meaningfully to a team. In me you will find a dedicated and cheerful business professional ready to embrace new challenges and make a positive impact wherever I go!

Overview

13
13
years of professional experience

Work History

Voice of the Customer Orlando Point Of Contact

JPMorgan Chase
Lake Mary, FL
06.2023 - Current
  • Prepared reports detailing overall project progress according to established timelines.
  • Maintained self-study program to enhance VOC knowledge and skills.
  • Performed research on current agent trends and call avoidance.
  • Streamlined processes, increasing efficiency and consistency to support quality initiatives.
  • Provided support in developing strategies for increasing customer engagement.
  • Assisted with event planning, support and execution of virtual and in-person engagements.
  • Coordinated office activities to streamline operations and promote compliance with organizational policies.
  • Analyzed data from surveys and customer feedback forms to identify opportunities for growth.
  • Worked with team members to promote great customer service and pleasant work environment.
  • Created partnerships with teams and Team Leaders to establish a connection, and push customer satisfaction strategy's.

Collections Agent

JPMorgan Chase
Lake Mary, FL
09.2022 - Current
  • Updated account status records and collection efforts.
  • Contacted customers and explained debt management to encourage timely debt payments.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Reviewed accounts to determine payment plan compliance.
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.

Tier 1 Technical Support Advisor

Concentrix
Orlando, FL
01.2022 - Current
  • Performed daily maintenance of computer systems to keep network processes fluid
  • Responded to support tickets within established timeframe to improve customer service
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access
  • Assisted in technical support process refinement to improve customer service and support
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Began training for collections agent on 06/24/2022.

Production Assistant

Teak Isle
Ocoee, FL
11.2018 - 01.2022
  • Produced documents and reports and submitted required production papers to appropriate parties
  • Helped machine operators set up and tend equipment to complete runs
  • Managed all areas of manufacturing, safety, inventory control and process implementation
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands
  • Identified and set aside equipment in need of maintenance or repair
  • Sorted and packaged more than 1,500 completed products each shift for further processing or shipment
  • Pitched in to help crews with building sets and identified problems that could have resulted in possible safety issues
  • Assessed deadline dates against production team activities and ensured that tasks were completed within reasonable timeframes
  • Monitored project progress and presented status to leaders to solve productivity issues
  • Remained alert, active and ready to respond to any request at any time using variety of available resources
  • Talked with other crew members via walkie talkies to ensure all parties stay informed on all processes
  • Examined final products to check conformance with quality and design standards
  • Monitored manufacturing variances to achieve quality improvement while resolving product process and equipment problems.

Manager

Subway
Grangeville, ID
09.2010 - 08.2016
  • Assigned tasks to associates to fit skill levels and maximize team performance
  • Maintained ongoing system for development, recruitment, recognition and retention of store crew and management
  • Trained current employees on additional job positions to maintain coverage of roles at all times
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications
  • Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits
  • Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances
  • Greeted and encouraged feedback from customers, using feedback to implement positive changes within store
  • Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Education

GED -

Grangeville High School
Grangeville, ID
05-2016

Skills

  • Operations Oversight
  • Process Improvements
  • Leadership Training
  • Customer Care
  • Creative Solutions
  • Performance Analysis
  • Partnership Development
  • Staff Guidance
  • Intermediate excel skills
  • Master power point skills
  • Continuous Process Improvement
  • Compiling Data
  • Trend Analysis

Accomplishments

  • I have been the spirit captain of every team I have been on, this means creating a positive environment for fellow employees, scheduling stress relieving events to allow agents to relax and foster a productive work environment, leading by way of example in taking on extra tasks for my managers and practicing right behaviors with my customers.

References

References available upon request.

Timeline

Voice of the Customer Orlando Point Of Contact

JPMorgan Chase
06.2023 - Current

Collections Agent

JPMorgan Chase
09.2022 - Current

Tier 1 Technical Support Advisor

Concentrix
01.2022 - Current

Production Assistant

Teak Isle
11.2018 - 01.2022

Manager

Subway
09.2010 - 08.2016

GED -

Grangeville High School

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Racquelle Jones