Summary
Overview
Work History
Education
Skills
Systems
References
Timeline
Generic

Regina Jones

Arlington

Summary

Technical Support Representative with extensive experience at Statefarm Insurance, specializing in complaint resolution and customer satisfaction. Proficient in utilizing CRM software to optimize service delivery and operational efficiency. Instrumental in leading team initiatives that enhanced client retention and support processes.

Overview

15
15
years of professional experience

Work History

Technical Support Representative

Statefarm Insurance
Richardson
04.2015 - 09.2024
  • Responsible for training novice representatives on company systems; handled escalations.
  • Responsible for remotely troubleshooting company hardware and software companywide.
  • Responsible for remotely troubleshooting company office equipment, placing replacementequipment orders, and scheduling pick ups for malfunctioning equipment; lead team meetings.
  • Served on the Diversity and Inclusion Committee, Office Morality Committee, and State FarmCares Committee.

Technical Support Representative

HCL Tech
Frisco
04.2012 - 04.2015
  • Team Lead; Responsible for coaching and developing agents.
  • Customer relations; Introduction of company products and promotions.
  • Responsible for uploading client profile information, processing field orders, explanations of bonus and reward programs, customer enrollments, and customer retention.
  • Leader for team building exercises, meetings, and discussions.

Service Desk Analyst

Randstad
Irving
03.2010 - 04.2012
  • Responsible for contributing call resolutions for new agents in group chat needing assistance via Teams software.
  • Identified customer service issues and worked towards resolution with the cross-Functional teams.
  • Enhanced knowledge base by submitting valuable new ideas and recommending updates of existing items, streamlining service and increasing business partner and client satisfaction.
  • Educated users on how to avoid future related problems and may serve as customer’s contact for status and/or customer concurrence of problem resolution.
  • Assisted with technical troubles involving VPN, network connectivity and numerous other proprietary Enterprise Applications.

Education

Business Administration and Management

Paris Junior College
Paris, Texas
08.1988

Skills

  • Complaint resolution
  • CRM software proficiency
  • Customer satisfaction measurement
  • Data collection
  • Negotiation strategies
  • Settlement agreements
  • Documentation research
  • Team collaboration
  • Database management
  • Allocating claims
  • Dispute Resolution
  • Quality Assurance
  • Workforce Management
  • Payment Processing
  • Microsoft Office
  • Organizational Leadership
  • Virtual Private Networks (VPN)

Systems

  • Salesforce
  • ECRM
  • Pega
  • CRM
  • Verint
  • Hercules
  • Service Now
  • Rumba
  • Service Manager
  • BOS
  • Lotus Notes
  • SharePoint
  • Microsoft Teams
  • Availity
  • Video Conferencing
  • Kronos
  • Genesys
  • Microsoft Office

References

References available upon request.

Timeline

Technical Support Representative

Statefarm Insurance
04.2015 - 09.2024

Technical Support Representative

HCL Tech
04.2012 - 04.2015

Service Desk Analyst

Randstad
03.2010 - 04.2012

Business Administration and Management

Paris Junior College

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Regina Jones