Sia Jones

• Manage and monitor sizeable child support caseloads for delinquency and compliance with court orders. Prioritize computerized work items and reports taking appropriate enforcement actions. Prepare legal documents including drafting of pleadings to initiate actions.
• Engage with case participants in person, by phone, email, or mail to provide case and procedural information. Negotiate payment plans to prevent or resolve administrative enforcement actions.
• Review and evaluate routine and specialized reports. Make determinations regarding case needs and follow through accordingly. Review case data elements for accuracy, make appropriate corrections and updates on invalid data and document required case events and activities.
• Correspond by phone, fax, mail and email with case participants and other business agencies ensuring responses are completed in a timely manner.
• Perform all other duties as may be assigned.

• Processed a wide range of mutual fund transactions, including new account setups, purchases, redemptions, exchanges, and account maintenance while meeting accuracy and productivity standards.
• Responded to inbound calls from shareholders, institutional clients, and broker/dealers, providing clear guidance on account activity and mutual fund?related questions.
• Analyzed and corrected transactions, including trade cancellations, account updates, and pricing?related adjustments.
• Supported conversion and liquidation activities, ensuring data accuracy throughout each process.
• Researched and resolved shareholder requests in accordance with SEC, STA, and internal policy requirements.
• Explained investment concepts to callers, including:
• What mutual funds are and why investors may choose them
• How mutual fund performance is evaluated
• Portfolio holdings and how they relate to a fund's objectives
• The differences among IRA types and how they function

• Assisted clients in understanding student loan options and repayment plans.
• Conducted thorough assessments of financial needs to provide tailored advice.
• Educated borrowers on federal loan programs and eligibility requirements.
• Developed and maintained comprehensive knowledge of industry regulations and policies.

• Educated clients on insurance products, tailoring solutions to meet individual needs.
• Developed and maintained strong client relationships through effective communication and personalized service.
• Analyzed client data to identify opportunities for policy enhancements and coverage gaps.
• Led initiatives to streamline claims processing, improving overall efficiency of operations.

• Received all incoming gas, electric, and steam contacts from customers
• Responded to questions, inquiries, requests, bill inquiries, and establishing payment arrangements Processing on and off orders,
• Processed reconnections, trouble calls, and gas emergency calls Cross-selling services, handling high bill complaints, or redirecting the customer to appropriate company personnel if necessary Performed special assignments as needed

• Drove maximum productivity and profitability for an assigned team of

10-12 Front Line Service Providers (FLSP).

• Efficiently deployed all resources of the assigned Service Operations team, including scheduling, dispatching and ongoing operations management.
• Partnered effectively with a Service Team to ensure technical service work was completed within a reasonable timeframe and to the customer's expectations.
• System tracked and dispatched operations team throughout the day to maintain the highest productivity and cost efficiency.
• Managed inbound calls from national account customers. Determined customer needs and matched the appropriate labor resource.