Shaneequal Jones
Atlanta,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Sertec Corporation
08.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Senior Collections Representative
Sequium Asset Solutions
02.2019 - 08.2021
- Enhanced collections efficiency by implementing advanced data analysis and customer profiling techniques.
- Streamlined the collections process for increased productivity, utilizing automated tools and software applications.
- Reduced delinquency rates with proactive strategies and timely follow-ups on overdue accounts.
- Increased recovery ratios, employing negotiation skills to secure payment agreements with clients in financial distress.
Payroll Processor
ADP
12.2019 - 01.2020
- Streamlined payroll processing by implementing efficient software and automating manual tasks.
- Reduced errors in payroll calculations by meticulously reviewing timesheets and ensuring accurate data entry.
- Ensured timely payments to employees by adhering to strict processing deadlines.
- Maintained compliance with federal, state, and local tax laws by staying up-to-date on regulations and conducting regular audits.
Customer Service Representative
American Home Shield Corporation
10.2014 - 11.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Customer Service Advocate
Connection Pointe
06.2014 - 01.2017
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Reviewed Medical claims
- Verified medical Coverage
- processed Medical medication supplies
Eligibility Clerk
State Of Tennessee Department Of Human Services
01.2004 - 05.2014
- Improved eligibility processing efficiency by streamlining workflows and implementing new software systems.
- Enhanced communication between departments for better data sharing and faster eligibility determination.
- Reduced application processing times with thorough document verification and efficient information gathering.
- Boosted customer satisfaction rates, addressing client concerns promptly and providing accurate information about their eligibility status.
- Collaborated with multidisciplinary teams to address complex cases and determine appropriate eligibility outcomes.
- Managed a large caseload effectively, prioritizing tasks based on deadlines and complexity of applications.
- Assisted in redesigning forms for improved clarity, making it easier for applicants to understand requirements and provide necessary documentation.
- Liaised with social workers, healthcare providers, and other professionals to gather relevant information needed for accurate eligibility determinations.
- Established positive relationships with community organizations that referred clients seeking assistance with determining their eligibility.
- Implemented feedback from supervisors and peers, continuously improving work processes and contributing to team success.
Education
Bachelor of Science -
Xavier University of Louisiana
New Orleans, LA09.2007
Skills
- Consultative Sales
- Appointment Scheduling
- Product Knowledge
- Account Updating
- Complaint Resolution
- Scheduling
- Data Collection
- Data Entry
- Call Triaging
- Call Center Operations
- Warranty Service
- Administrative Support
- Clerical Support
- Order Fulfillment
- Product and Service Solutions
Timeline
Customer Service Representative
Sertec Corporation
08.2021 - Current
Payroll Processor
ADP
12.2019 - 01.2020
Senior Collections Representative
Sequium Asset Solutions
02.2019 - 08.2021
Customer Service Representative
American Home Shield Corporation
10.2014 - 11.2017
Customer Service Advocate
Connection Pointe
06.2014 - 01.2017
Eligibility Clerk
State Of Tennessee Department Of Human Services
01.2004 - 05.2014
Bachelor of Science -
Xavier University of Louisiana
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