Renee Jonas

• Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
• Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
• Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
• Transformed underperforming teams into productive, profitable teams.
• Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
• Maximized use of hardware and software by training users and interpreting instructions.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.

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• Collaborated with team members to share best practices and improve overall service quality.
• Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
• Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
• Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions

• Responsible for handling technical support for Apple iOS devices by providing prompt, reliable and accurate solutions to support-related questions.
• Ensuring call resolution while maintaining the highest level of quality support and achieving performance metrics set by my employer.

• Responsible for developing production employees to achieve individual, company, and client goals, while overseeing the work activities of assigned production employees;
• Support the quality performance and sales skills of agents by providing accurate responses to questions with a sense of urgency during call processing.

• Prepared income tax returns for individuals using the company's proprietary software.
• This was a temporary position.

• Prospected warm leads in order to sell fixed income securities to financial advisors.

• Provided financial advice to promote the financial security of USAA members.
• Knowledgeable about all aspects of financial planning: debt & risk management; retirement, education and estate planning.
• Allocated clients investment portfolios and made recommendations of USAA mutual funds.
• Opened accounts by phone and email in order to implement advice.
• Member satisfaction survey score 100%.

• Serviced high net worth banking and investment accounts.
• Executed error free stock trades.
• Provided needs based sales, opened new accounts and provided website technical support for Citibank's high net worth clients.
• Cross trained to provide website technical support.