RAVANA JONES
Raymore,MO
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
20
20
years of professional experience
Work History
Customer Account Support
PBI Corporation
05.2025 - Current
- Manage a portfolio of 45 customer accounts, serving as a point of contact for order questions, account concerns, product issues, and delivery updates.
- Enter customer sales orders received through EDI and email, including add-on sales, and maintain accurate order information.
- Processed return merchandise authorizations (RMAs), credits, and rebills, coordinating follow-up to resolve account discrepancies promptly.
- Supported accounts receivable by contacting customers with overdue balances, facilitating timely payment resolution.
- Partner with Logistics to address shipment tracking, shortages, damaged goods, freight quotes, and backorder status; keep customers informed of updates.
- Work closely with sales representatives to resolve account issues and communicate new promotions and relevant sales updates to customers.
- Provided product support by investigating defective items and processing claims to enhance customer satisfaction.
- Coordinate with the Regulatory Department to help ensure customer dealer pesticide licenses and related documentation remain current.
Social Security Administration
PBI Corporation
09.2024 - 05.2025
- Handled high-volume calls on national 800 number, identified caller needs, and provided accurate information about Social Security programs and procedures to resolve inquiries effectively.
- Conduct structured interviews and screening to assess callers' circumstances and determine potential eligibility for SSA-administered services.
- Explained resolution options and responded to complex inquiries while adhering to established service levels and performance standards to ensure customer satisfaction.
- Research customer records and use internal systems to update information accurately while following program guidelines and confidentiality requirements.
- Provided customer support as a specialist, addressing inquiries and resolving issues efficiently.
Customer Service Specialist
Bayer Animal Health / Elanco Animal Health
01.2007 - 03.2024
- Built and maintained customer relationships by responding to inquiries, researching account concerns, and resolving order and service issues.
- Processed manual customer orders via phone, fax, and email, prioritized urgent requests, and ensured accuracy of order details.
- Investigated customer disputes and account discrepancies, communicated findings, and coordinated timely resolutions.
- Maintained customer profiles and transaction records in SAP, Salesforce, and VEEVA while meeting established service-level agreements.
- Verified customer account eligibility for products, services, and clinic discounts; researched veterinary license information to ensure compliance.
- Prepared and distributed invoices, supported accurate billing, and monitored key performance indicators (KPIs).
- Conducted follow-up calls to document medication adverse reactions for claims, facilitating timely resolutions.
- Participated in internal training to strengthen product knowledge, system proficiency, and customer support.
Fine Jewelry Sales Specialist — Part-Time
JCPenney
10.2017 - Current
- Cultivated customer relationships by assessing needs, articulating product features, and suggesting suitable fine jewelry.
- Facilitated purchases, returns, and inquiries while delivering attentive, personalized service.
- Ensured inventory accuracy by tracking stock levels and organizing merchandise effectively.
Education
High School Diploma - Account Management
Southwest High School
Kansas City, Missouri01-1983
Skills
- Order Management & EDI
- Accounts receivable follow-up
- Credits and RMAs
- Issue resolution
- Sales support
- Sales logistics
- Shipping management
- Product claims
- Compliance Support
- SAP
- Salesforce
- Microsoft Office
- Account management
- Salesforce
Community Involvement
- Girl Scouts of the USA
- Habitat for Humanity
- Rose Brooks
- KC Pet Project
- Harvesters
- Happy Bottoms
- Mother's Refuge
Timeline
Customer Account Support
PBI Corporation
05.2025 - Current
Social Security Administration
PBI Corporation
09.2024 - 05.2025
Fine Jewelry Sales Specialist — Part-Time
JCPenney
10.2017 - Current
Customer Service Specialist
Bayer Animal Health / Elanco Animal Health
01.2007 - 03.2024
High School Diploma - Account Management
Southwest High School