Taniya Jones
Fort Worth
Summary
Customer Care Representative with over a decade of experience in enhancing client satisfaction and streamlining processes within the customer service, payroll and tech support sectors. Proficient in data analysis, problem-solving, and conflict resolution, consistently driving improvements in service delivery and customer retention. Known for a meticulous approach to managing complex issues and a commitment to continuous improvement, resulting in optimized resource allocation and compliance with industry standards.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Pharmacy Benefits Manager
Continuum Global Solutions
Fort Worth
01.2025 - Current
- Manage pharmacy benefits, optimizing cost-effective solutions.
- Analyze data to enhance patient outcomes and streamline processes.
- Drive continuous improvement in service delivery.
- Ensure compliance with regulatory requirements and industry standards.
- Meticulously review and update formularies.
- Conduct thorough audits to maintain accuracy in claims processing.
- Provide guidance on medication therapy management.
- Assist members in navigating complex healthcare systems.
- Develop educational resources to promote informed decision-making.
Customer Service Representative - Technical Support
Asurion Tech Repair & Solutions
Remote
07.2022 - 12.2024
- Delivered comprehensive technical support for diverse devices, resolving complex issues and enhancing customer satisfaction.
- Streamlined order processes and optimised account management systems.
- Excelled in multifaceted role, balancing technical troubleshooting with sales initiatives.
- Consistently met protection plan sales targets while maintaining high-quality customer care.
- Pioneered efficient chat support strategies, reducing case resolution times and improving overall service quality.
- Developed creative solutions for unique technical challenges.
- Provided empathetic customer care, guiding users through technical difficulties and account issues.
- Ensured clear communication of billing updates and account changes.
Payroll Coordinator
InfoCision
Greenville
12.2019 - 06.2022
- Process payroll for diverse employee groups and various pay schedules.
- Comply with all federal, state and local regulatory requirements for the payment of compensation and related taxes
- Calculate pay for new hires and terminations
- Communicated regularly with internal departments such as Human Resources or Accounting about changes impacting payroll calculations or deductions.
- Coordinate with HR to verify employee classifications and compensation details.
- Processed weekly payroll for over 500 employees; ensuring accuracy and compliance with federal, state, and local regulations.
- Managed payroll for temporary, hourly, and salaried employees.
- Entered corrected records into software and added additional adjustments as required.
Credit Repair Consultant
Finders Consultant Services
Greenville
09.2015 - 10.2019
- Managed customer accounts using various tools such as MS Office – Teams, Word, Outlook and Excel
- Managed high-volume customer interactions, efficiently resolving complex issues and enhancing client satisfaction in a fast-paced call centre environment.
- Analysis of client credit profiles, develop tailored repair strategies, and implement targeted interventions, resulting in measurable improvements to credit scores.
- Drive client financial health through personalised advising, credit building plans, and proactive follow-ups, consistently achieving positive outcomes.
- Meticulously review credit reports, identify inaccuracies, and execute dispute processes to remove outdated information, enhancing client creditworthiness.
- Engage with clients through in-house and field consultations, fostering trust and facilitating comprehensive understanding of individual financial situations.
- Devise creative solutions for complex credit repair cases, leveraging industry knowledge and adapting strategies to meet evolving financial landscapes.
Education
Associate Degree - Human Resource Management
Tarrant County College
Fort Worth, TX 08.2025 - 02.2026
Microsoft Office Word, Powerpoint and Excel Specialist Certificate -
Microsoft
High School Diploma -
New Bern High School
New Bern, NCSkills
- Customer Service
- Payroll
- Confidential
- Organizational
- Integrity
- Fast paced
- Attentive
- Time Management
- Problem Solving
- Conflict Resolution
- Customer Retention
- Data Analysis
- Empathy
- Microsoft Excel
- Communication skills
References
- Johnnie Sampson III, Sampsoncredit@gmail.com, 2522157861
- Natisha McCarter, nmccarter@carolinaeasthealth.com, 2526391502
- Tanisha Hardesty-Jefferson, RN, teehardesty@texashealth.org, (252) 626-4186
Personal Information
Title: Client Care Representative
Timeline
Associate Degree - Human Resource Management
Tarrant County College
08.2025 - 02.2026
Pharmacy Benefits Manager
Continuum Global Solutions
01.2025 - Current
Customer Service Representative - Technical Support
Asurion Tech Repair & Solutions
07.2022 - 12.2024
Payroll Coordinator
InfoCision
12.2019 - 06.2022
Credit Repair Consultant
Finders Consultant Services
09.2015 - 10.2019
Microsoft Office Word, Powerpoint and Excel Specialist Certificate -
Microsoft
High School Diploma -
New Bern High School