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
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
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
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
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
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
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
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
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
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
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