Simone Jones
Glen Allen,VA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. A self-starter who is creative and can work independently or with a team. Is enthusiastic when it comes to work and can maintain a positive attitude under changing work circumstances. Possesses good work ethics that make long-term relationships with customers possible.
Overview
15
15
years of professional experience
Work History
Principal Complaints Coordinator
Capital One
Richmond, VA
02.2020 - Current
- Receive and research Tier 2 and Tier 3 complaints from customers regarding fraud concerns on their credit card account.
- Create detailed research timelines to assist advocacy agents with responding to regulators.
- Used available resources to determine root cause of issues.
- Openly communicate with team and management when issues are identified to prevent future errors while also providing feedback for associates if an error is identified.
Principal Coordinator
Capital One
Glen Allen, VA
01.2019 - 02.2020
- Advocated for customer by working complaints regarding all account concerns received through regulators.
- Used resources to obtain research from other departments to assist with responses.
- Escalated issues to Legal to ensure company in compliance.
- Maintained organization to stay within timeframe to respond.
- Communicated resolution with customers to maintain positive relationship with company.
Senior Coordinator
Capital One
Glen Allen, VA
12.2017 - 01.2019
- Completed outbound calls to customers to resolve declined transaction issues.
- Used problem solving skills to identify transactional fraud concerns on accounts.
- Worked reports from law enforcement to make customers aware of fraudulent activity on their accounts.
- Assisted with clearing concerns to improve the customer experience and allow for continued card usage.
- Made team and management aware or trending transactional fraud patterns to look out for.
Lead Teacher
Rainbow Station At Wyndham
Richmond, VA
08.2016 - 12.2017
- Conferred with parents about student progress to boost family involvement and enhance student support.
- Organized rooms in line with current educational thinking to maximize educational opportunities for students.
- Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
- Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
- Taught children to organize toys, wash hands, and share by leading by example.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Kept notes of behavior issues, food served, and medications administered to children.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
Customer Service Representative
T-Mobile
Richmond, VA
04.2016 - 06.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns with phone account.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Assisted with processing payments, explaining bills, changing personal information and troubleshooting issues.
Sr Customer Service Representative
Capital One
Glen Allen, VA
02.2013 - 06.2014
- Assisted customers with rewards on their credit card.
- Provided customers with details regarding their specific rewards program.
- Provided tools and resources customers could use to redeem and review rewards without assistance.
- Used problem-solving to determine if customer dissatisfied with current program and offered different program to maintain customer satisfaction.
Cashier
Walmart
Mechanicsville, VA
06.2011 - 02.2013
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Learned duties for various positions and provided backup at key times.
- Checked personal identifications during alcohol and tobacco sales.
- Maintained a clean work space in between customers.
- Provided a speedy checkout for customers.
Assistant Child Care Provider
Learningtime Daycare
Richmond, VA
11.2008 - 02.2013
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
- Implemented daily routines and activities to stimulate and engage children.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Responded to inquiries from parents and guardians.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Assisted in potty training and toilet hygiene.
Cashier/Sales Associate
Body Central
Glen Allen, VA
06.2008 - 02.2011
- Maintained clean sales floor and straightened and faced merchandise.
- Helped customers complete purchases, putting together outfits and locating items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered questions about store policies and addressed customer concerns.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Managed cash register after end of shift to balance and record accurate transactions.
- Utilized upselling techniques to promote additional products and increase sales.
Education
Bachelor of Arts - Child Development
The University of Arizona Global Campus
Arizona City, AZ06.2022
High School Diploma -
Hermitage High School
Richmond, VA06.2008
Skills
- Complaint Response
- Calm and Professional Under Pressure
- Excellent verbal and written communication skills
- Work well with teams
- Proactive
- Computer Skills
- Flexible and able to adjust to any work environment
- Multi-tasking
- Document and Records Management
- Problem Resolution
- Performance Feedback
- Attention to Detail
Timeline
Principal Complaints Coordinator
Capital One
02.2020 - Current
Principal Coordinator
Capital One
01.2019 - 02.2020
Senior Coordinator
Capital One
12.2017 - 01.2019
Lead Teacher
Rainbow Station At Wyndham
08.2016 - 12.2017
Customer Service Representative
T-Mobile
04.2016 - 06.2016
Sr Customer Service Representative
Capital One
02.2013 - 06.2014
Cashier
Walmart
06.2011 - 02.2013
Assistant Child Care Provider
Learningtime Daycare
11.2008 - 02.2013
Cashier/Sales Associate
Body Central
06.2008 - 02.2011
Bachelor of Arts - Child Development
The University of Arizona Global Campus
High School Diploma -
Hermitage High School