Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Samuel Jones III

Morrow,GA

Summary

Knowledgeable and dedicated coordinator with over 11 years of extensive experience in the customer support industry. Excellent team player with an outgoing positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialty in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

12
12
years of professional experience

Work History

CSST Coordinator (Operations)

Verizon Wireless
03.2021 - Current
  • Corresponded with departmental contacts and professionally used appropriate language while following the specific departmental protocol.
  • Worked independently as a member of a team to accomplish goals
  • Performed timely investigations of requests initiated by various internal and external departments company wide
  • Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution
  • Researched and resolved issues within corporate accounts using applications such as ACSS , PCA tool, Verizon trade-in website, WFM, and order tracker.
  • Worked in close contact with internal and external departments to gain knowledge and fix issues revolving around monetary promotions not being applied correctly within accounts company wide.
  • Made financial decisions revolving around validity and appliance of promotions across corporate and consumer accounts
  • Used Multiple applications simultaneously to address needs and concerns of consumer and employee contacts
  • Collected, arranged and input information into database system.
  • Worked ticket requests dealing with adding, changing, or deleting insurance within corporate accounts on behalf of Verizon and Asurion (insurance).
  • Responded to letters and documentation sent by consumers to address account maintenance and billing concerns
  • Instructed training classes on core operational procedures within CSST organization boosting team accuracy by 40 percent.
  • Resolve accounts as quickly and accurately as possible, and perform investigative and follow up activities in a fast-paced environment.
  • Handle incoming and outgoing mail, scanning, and indexing documents and handling any other tasks that are assigned.

ACP Coordinator (Governmental Project)

Verizon Wireless
10.2022 - 10.2024
  • Conducted research and gathered key information for use in upcoming project planning.
  • Edited project documentation for grammar and spelling errors resulting in error-free paperwork.
  • Maintained open communication by presenting regular updates on project status to peers
  • Pulled and generated reports within Microsoft Excel
  • Reported regularly to managers on project progress and technical problems encountered.
  • Built successful project documents for work related processes
  • Trained peers on ACP (governmental) procedures with verizon organization
  • Improved team productivity by 30 percent with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Successfully trained multiple classes on Verizon operational procedures when working governmental claims.

CSST Coordinator Slack/Chat Support Specialist

Verizon Wireless
06.2021 - 01.2022
  • Managed up to 40 contacts a day within multiple chat rooms
  • Worked in partnership with frontline coordinator teams to drive first call resolution and enhance customer experience company wide
  • Provided real time resolution and guidance in application of company policies, navigation within applications, promotions, and procedures revolving around promotions
  • Assisted in investigating, researching, and providing guidance for challenging promotional situations
  • Tracked and documented issues that are raised during daily interactions to increase frontline acumen company wide
  • Collected data to identify training and learning opportunities for frontline peers
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Reviewed, calculated, and applied other charges and credits in support of contractual pricing, along with special offers and promotions
  • Researched complex processes, and customer issues to analyze business situations.
  • Completed various transactions utilizing Verizon internal messaging and email delivery systems and process documentation libraries.

Customer Advocate Specialist

Verizon Wireless
10.2018 - 03.2021
  • Answered 25 to 35 calls each day focused around multifaceted questions and resolving very complex issues.
  • Coordinated with colleagues to oversee special requests made by customers such as, credit adjustments, account maintenance, and application approvals.
  • Actively listened to clients to assess issues and provide accurate information.
  • Conferred with customers to resolve issues with products or services
  • Educated customers on promotional options and offers to drive sales
  • Cultivated and strengthened client relationships to achieve and exceed company targets
  • Helped organize and lead team huddles across multiple teams
  • Performed research activities to understand consumer needs and opportunities to inform and validate ideas.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Troubleshot and diagnosed problems with company products to accurately resolve wide range of technical issues.
  • Chosen to be apart of Agent Assistant Tool pilot program (2019)

Trainer

Saks Fifth Avenue Operations Center
04.2016 - 02.2018
  • Resolved conflicts effectively, maintaining a positive team atmosphere and high employee satisfaction.
  • Collaborated with senior management to develop long-term strategies that aligned with company objectives.
  • Improved team productivity by 40% through effective training programs and performance reviews.
  • Managed a budget of 1500 dollars, ensuring cost-effective operations while achieving organizational goals.
  • Developed and implemented training plans that increased departmental efficiency by 50% within 4 months.
  • Lead multiple classes of 17 employees, fostering a collaborative environment that encourages professional growth and high performance.
  • Responsible for direct training of new team members on company procedures and policies
  • Mentored each student to promote excellent productivity, accuracy, and friendly service through customer interaction
  • Set positive example for team members by providing high-quality, efficient service.
  • Developed lesson plans, instructional materials, and written practice tests for credit application and customer service training courses.
  • Verified proper tracking in newly created databases of all students and instructors leaves, attendance, scores, and overall performance.
  • Identified workers with specific skill sets to recommend for promotions or raises.
  • Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
  • Updated set up instructions and uploaded course materials in learning management software.
  • Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
  • Trained users on technical resources, including desktops, laptops and mobile devices.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

Universal Credit Service Specialist

Saks Fifth Avenue Operations Center
01.2014 - 02.2018
  • Approved/denied high dollar credit applications in fast paced work environment
  • Review of Experian, Equifax, and Transunion consumer credit files to assess qualifications and risk analysis of customers
  • Granted Credit line increases for corporate and consumer accounts up to $500,000 company wide
  • Communicated and interacted effectively with multi-functional and diverse backgrounds
  • Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
  • Obtained and interpreted financial statements to assist in credit limit reviews.
  • Analyzed applicants' financial status, credit, and property evaluations to determine loan feasibility.
  • Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
  • Analyzed customer data such as credit file information to determine level of risk involved for extending credit.
  • Made decisions and recommendations about extending lines of credit.

Customer Service Specialist

Saks Fifth Avenue Operations Center
01.2013 - 01.2015
  • Answered 40 to 50 calls per day in collaborative, fast paced team environment
  • Managed internal database with very sensitive information
  • Handled and Maintained customers accounts to discuss and assist with various problems that may have occurred or occurring
  • Participated in all Saks Fifth Avenue Sales events to secure customers participation and retention
  • Used consultative sales approach to understand and meet customer needs.
  • Entered details such as payments, account information and call logs into computer system.
  • Managed wide variety of customer service and administrative applications to resolve customer issues quickly and efficiently.
  • Investigated and resolved customer inquiries and complaints in empathetic, friendly, and positive manner.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service department wide.
  • Maintained up-to-date knowledge of product and company offerings to serve as informational resource to customers and team members.
  • Addressed various consumer questions and concerns regarding shipments, billing, services, and sales events
  • Recommended products and services aligned with customers' needs and preferences

Education

Bachelor of Science - Biology

Tougaloo College
Ridgeland, MS
2011

Skills

  • Performance management
  • Quick Learner
  • Experience with Google G-Suite
  • Sales and Retention
  • Adaptability
  • Multitasking abilities
  • Experience with Microsoft Office suite
  • Tech Support experience

Accomplishments

  • customer relations- Earned highest marks for customer satisfaction company-wide.
  • Mentor: Phi Beta Sigma Big Brother of the Year award
  • Recipient of the "Employee of the Month" award multiple times during job service
  • Collaborated with team of 6 in the development of Facts on Fifth (A Saks Fifth Avenue knowledge base of information for credit operations).
  • Worked with Verizon research team to pilot Agent Assistant Tool (Robot) and provide feedback about its functions for company wide usage.

Timeline

ACP Coordinator (Governmental Project)

Verizon Wireless
10.2022 - 10.2024

CSST Coordinator Slack/Chat Support Specialist

Verizon Wireless
06.2021 - 01.2022

CSST Coordinator (Operations)

Verizon Wireless
03.2021 - Current

Customer Advocate Specialist

Verizon Wireless
10.2018 - 03.2021

Trainer

Saks Fifth Avenue Operations Center
04.2016 - 02.2018

Universal Credit Service Specialist

Saks Fifth Avenue Operations Center
01.2014 - 02.2018

Customer Service Specialist

Saks Fifth Avenue Operations Center
01.2013 - 01.2015

Bachelor of Science - Biology

Tougaloo College

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