Shalonda Jones
Dallas,TX
Summary
Highly organized and dependable candidate with a knack for effectively managing multiple priorities and maintaining a positive attitude. Demonstrates a strong willingness to take on additional responsibilities to meet team goals. Known for being detail-oriented and a valuable team player with exceptional organizational skills. Proven ability to handle multiple projects simultaneously, ensuring high accuracy in all tasks undertaken.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Spectrum Communications
07.2023 - Current
- Manage a high volume of 60+ inbound calls, ensuring timely, professional response and resolution of customer inquiries
- Record and maintain detailed documentation of customer interactions, transactions, and account changes
- Facilitate service upgrades and coordinate technician scheduling for home installations, enhancing customer satisfaction
- Resolve escalated customer issues using the ARM method, maintaining composure and providing effective solutions.
Content Moderator/ Quality Assurance
TikTok
06.2022 - 07.2023
- Managed user-generated content moderation, ensuring adherence to established community guidelines and removal of inappropriate material for 500+ accounts.
- Recorded detailed moderation activities, identified trending issues, and provided user feedback to uphold community integrity and support continuous improvement.
- Reviewed and monitored TikTok business account content to ensure strict adherence to community guidelines and
policies. - Maintained meticulous records of content moderation activities and proactively identified emerging trends or issues for
management review. - Utilized strong customer service skills to negotiate with online sellers regarding account status, bans, and restrictions.
- Demonstrated exceptional attention to detail and organizational abilities in identifying and addressing scam pages, counterfeit brands, NFTs, Ponzi schemes, and other violations.
- Conducted quarterly peer reviews and bi-weekly KPI updates, fostering team performance improvement.
- Achieved a 99% accuracy rate and earned a promotion to the Quality Assurance Team, where I conducted rigorous QA
checks on team members' work to maintain high-quality standards. - Collaborated effectively with cross-functional teams to boost platform sales and refine content moderation guidelines.
Content Moderator Lead
Genpact
06.2018 - 06.2022
- Managed a high-volume content queue, consistently meeting productivity targets with a 98% success rate, ensuring timely and accurate moderation of user-generated content
- Delivered weekly training sessions and policy updates to team members, fostering a thorough understanding of community guidelines and content policies
- Facilitated weekly coaching sessions to address errors and improve moderation accuracy, enhancing overall team performance
- Maintained an empathic and professional demeanor while handling sensitive content, with a strong commitment to privacy and data protection standards.
Claims Representative
Parallon Healthcare
06.2015 - 02.2018
- Managed patient data using electronic health record (EHR) systems, adhering to HIPAA regulations and maintaining confidentiality.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Improved customer satisfaction by providing timely and accurate claim status and resolution information.
- Worked productively in a fast-moving work environment to process large volumes of claims. (30 per day)
- Developed an in-depth understanding of insurance policies and procedures.
- Streamlined data entry processes, improving efficiency in claim file management.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
Education
High School Diploma -
Wilmer- Hutchins High School
Wilmer, TX05.2015
Skills
- Medical Terminology
- Account Management
- Quality Assurance
- Product Knowledge
- Conflict Resolution
- Claims review
- Accuracy and Precision
- Claims Processing Software
- Policy Interpretation
- Professionalism and Ethics
- Insurance Regulations Understanding
- Attention to Detail
- Records Management
- Data entry
Certification
- Lean Six Sigma Green Belt, Digital Technology, 09/01/23, Present
- Driver's License, 04/01/21, 06/01/24
- Medical Terminology, 12/01/23, Present
Timeline
Customer Service Representative II
Spectrum Communications
07.2023 - Current
Content Moderator/ Quality Assurance
TikTok
06.2022 - 07.2023
Content Moderator Lead
Genpact
06.2018 - 06.2022
Claims Representative
Parallon Healthcare
06.2015 - 02.2018
High School Diploma -
Wilmer- Hutchins High School
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