Shanay Calise Jones
Silver Spring,MD
Summary
Results-driven Customer Service Call Center Manager with a strong background in high-volume operations, sales performance, and account collections. Proven leader with a track record of maintaining a 100% KPI success rate while managing team productivity, customer satisfaction, and operational efficiency. Demonstrates expertise in developing high-converting sales strategies, achieving a 93% sales success rate.
Skilled in coaching and developing teams, leading training programs, and optimizing workflows to improve performance and service quality. Adept at handling escalations, managing physician-based call workflows, and ensuring accurate, timely communication in fast-paced environments. Recognized for strong decision-making, leadership, and the ability to deliver measurable results across customer service, credit and collections operation.
Overview
12
12
years of professional experience
Work History
Customer Service Support Manager
Eli Answering Service
2016.06 - 2026.03
- Managed 75–120+ inbound calls per shift in a high-volume environment while maintaining professionalism and accuracy.
- Provided support for physician offices, handling patient calls, appointment scheduling, and urgent after-hours emergencies.
- Accurately documented and relayed critical messages to medical staff to ensure timely responses.
- Coordinated scheduling for multiple clients, reducing conflicts and improving efficiency.
- Handled dispatch and escalation of emergency calls following strict client protocols.
- Utilized AS400 system to log calls and maintain detailed records
- De-escalated frustrated or distressed callers using strong communication and problem-solving skills.
Customer Support Call Center Manager
Altice One Cable Services
2019.06 - 2023.10
- Led daily call center operations, including staffing, scheduling, and workflow management in a high-volume environment.
- Maintained a 100% KPI success rate by driving team performance and accountability through data-driven strategies.
- Coached, mentored, and developed team members to improve call quality, productivity, and customer satisfaction.
- Designed and delivered training programs and led classes to strengthen sales and customer service performance.
Credit and Collection Manager
Royal Bank of Scotland, RBS
2014.05 - 2019.04
- Reduced delinquency 89% by successfully securing payment arrangements with a 93% payoff rate through strategic account management and effective negotiation techniques.
- Developed and implemented high-converting sales scripts, increasing overall team performance and close rates.
- Led training classes for new and existing team members, improving collection skills, confidence, and product knowledge.
- Coached team members through performance feedback and real-time call evaluations.
- Monitored KPIs, call quality, and recovery metrics to identify opportunities for improvement.
- Handled complex high-risk accounts and escalated billing disputes, resolving issues in a timely manner while securing a payment arrangement to maintain customer satisfaction.
Education
Associate of Science - Business Management
Gibbs College
Norwalk, CTBachelor of Science - Business Management
Johnson & Wales University
Providence, RI2027-08
Skills
- Call Center Operations Management & High-Volume Workflow Oversight
- Team Leadership, Coaching & Staff Development
- KPI & Performance Management ( 100% Success Rate )
- Expertise in driving high collection rates, reducing aged receivables, and improving cash flow through strategic account management and targeted recovery processes
- Strong ability to evaluate creditworthiness, set appropriate limits, and minimize financial risk while maintaining customer relationships and business growth
- Proven leadership in 1:1 coaching collections team members, monitoring KPIs, and ensuring compliance with financial regulations and company policies
- Customer Experience Management & Escalation Resolution
- Process Improvement & Operational Efficiency Optimization
- CRM Systems, AS400 & Call Management Software Proficiency
- Call Quality Assurance, Monitoring & Performance Reporting
- Conflict Resolution, Negotiation & De-escalation Techniques
- Scheduling, Workforce Management & Multitasking in Fast-Paced Environments
Timeline
Customer Support Call Center Manager
Altice One Cable Services
2019.06 - 2023.10
Customer Service Support Manager
Eli Answering Service
2016.06 - 2026.03
Credit and Collection Manager
Royal Bank of Scotland, RBS
2014.05 - 2019.04
Associate of Science - Business Management
Gibbs College
Bachelor of Science - Business Management
Johnson & Wales University