Shane Jones

Dynamic customer service professional with extensive experience at TTEC, excelling in problem-solving and team collaboration. Proven track record in optimizing processes and enhancing customer satisfaction. Skilled in carpentry and framing, I bring a strong attention to detail and a commitment to delivering exceptional results in every project.

• Randy Catucci, 240-375-4476, Richmond, VA
• Tony Morales, 703-249-3325, Richmond, VA
• Danny Sullivan, 512-965-7967, Atlanta, GA

• TTEC Ttec (TeleTech) - HealthCare Solutions, Health Insurance/Service Billing Customer Service Representative, Remote, 07/01/23, 08/01/25, Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships. Managed responsibilities effectively while working remotely. Resolved issues concerning benefits billing and portal access. Delivered exceptional customer service with one-call resolution to ensure quality assurance standards.
• ACT Call Center Cenlar Mortgage handling company, Customer Service Representative, 11/01/19, 07/01/22, Assisted members with account issues such as billing, account access, document request along with general account information. Performed escalation specialist inbound and outbound calls to not only deescalate but provide a preferred resolution to the members' issues. Worked closely with other agents to be a team player while assisting them in areas of struggle.
• Union DC51 Local 963, Supervisor, Supervised and managed team.