SHANEL JONES
Charlotte,NC
Summary
Detail-oriented and resourceful professional with 5+ years of experience in CRM systems, customer support, training coordination, and operations. Proficient in Salesforce and SAP, with hands-on expertise managing user data, billing processes, and internal training workflows. Currently pursuing Salesforce Administrator Certification (ADM-201) with 50+ Trailhead badges completed, demonstrating a strong foundation in data modeling, automation, and user management. Recognized for improving workflow efficiency, communication, and cross-functional collaboration.
Energetic training and development professional versed in developing and implementing improved training programs to improve performance. Success driving participation by leveraging employee incentives, employing engaging training methods and implementing team-building activities to meet training needs. Bringing several years of industry expertise.
Overview
8
8
years of professional experience
Work History
Training Coordinator
ZEISS
Concord, NC
02.2024 - Current
- Manage training registration, billing, and student records using SAP and IBE systems.
- Collaborate across departments to ensure timely class creation, scheduling, and onboarding.
- Maintain compliance documentation, audit billing data, and resolve discrepancies quickly.
- Provide end-user support and handle internal coordination between sales, finance, and training teams.
Administrative Assistant / HR Support
Driscoll Foods
East Stroudsburg, PA
06.2022 - 12.2023
- Managed accounts payable/receivable and ensured accurate invoice processing.
- Supported HR processes, maintained compliance logs, and filed employee documents.
- Assisted leadership with operational tasks and internal communications.
Help Desk Specialist
Monroe County Courthouse
East Stroudsburg, PA
04.2019 - 11.2021
- Provided Tier 1 IT support for courthouse staff and tracked access/system issues.
- Managed financial records and tracked accounts receivable for court operations.
- Logged and resolved technical issues while maintaining clear communication with users.
Customer Service & Salesforce Support Agent
LiveOps (TurboTax Client)
Remote
02.2018 - 04.2019
- Managed high-volume inbound support using Salesforce CRM to track client cases.
- Resolved tax-related concerns and account access issues for over 150+ customers daily.
- Logged interactions and improved user satisfaction with clear documentation and solutions.
Juror Clerk
King County Clerk’s Office
Brooklyn, NY
06.2017 - 01.2018
- Handled clerical support, appointments, and benefit records for jurors.
- Assisted in employment process documentation and scheduled court assignments.
Education
Paralegal Certificate -
Interboro Institute
QueensHigh School Diploma -
The High School for Arts & Business
QueensSkills
- Salesforce
- SAP
- IBE
- MS Office
- Slack
- Google Workspace
- SQL
- PowerShell
- Zoom
- Remote Support
- Class Coordination
- Billing & Invoicing
- Help Desk Support
- User Management
- Process Improvement
Hobbies and Interests
- Tech Innovation
- CRM Optimization
- Supporting Women in the Workplace
- Faith & Empowerment
Core Skills And Tools
Salesforce, SAP, IBE, MS Office, Slack, Google Workspace, SQL, PowerShell (basic), Zoom, Remote Support, Class Coordination, Billing & Invoicing, Help Desk Support, User Management, Process Improvement
Professional Highlights
- Streamlined training scheduling for over 200 participants quarterly, ensuring timely communication, billing accuracy, and seamless onboarding.
- Resolved 90%+ of customer support tickets independently while at TurboTax.
- Coordinated HR and billing systems across multiple internal platforms with zero compliance issues.
Timeline
Training Coordinator
ZEISS
02.2024 - Current
Administrative Assistant / HR Support
Driscoll Foods
06.2022 - 12.2023
Help Desk Specialist
Monroe County Courthouse
04.2019 - 11.2021
Customer Service & Salesforce Support Agent
LiveOps (TurboTax Client)
02.2018 - 04.2019
Juror Clerk
King County Clerk’s Office
06.2017 - 01.2018
Paralegal Certificate -
Interboro Institute
High School Diploma -
The High School for Arts & Business