Tess Jones
Phoenix,Arizona
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
M-Power Operations Specialist
Salt River Project
10.2022 - Current
- Works in a team setting to complete daily reporting assignments to correct account inaccuracies such as meter completions issues, inaccurate financial postings, CIS system errors and maintenance
- Acts as a mentor to new hires to facilitate a smooth transition into the department by providing training or answering questions as they arise
- Fields questions from the Contact Center on time sensitive customer issues to assist in first call resolution
- Attends community events on a volunteer basis to connect and inform the community of SRPs latest initiatives
- Effective collaboration within the activities team to brainstorm ideas, allocate responsibilities, and execute plans seamlessly to promote employee engagement
- Actively contributed to personal and professional growth while collaborating with employees from multiple departments across the organization.
Customer Service Representative
Salt River Project
01.2018 - 10.2022
- Upholds SRP's award winning level of customer service by being knowledgeable, outgoing, honest, and empathetic
- Moved from a provisional to regular position within 12 months of hire
- Selected to mentor new hires as part of the RCC Transition team, which assists newly hired representatives meet their goal of graduating from the transition phase to taking calls independently
- Awarded the 2020 Lead-up position by management to assist with supervisor escalated calls, complex billing issues, and various research assignments
- Utilized Microsoft Office software to complete expense reports, administrative duties, and supply orders
- Successfully prepared weekly reports, letters, spreadsheets, and memos for Customer Contact Operations Manager
- Responsible for sorting and distribution of incoming and outgoing mail
- Provide office support as necessary.
Education
Batchelor of Science, Business Management -
Grand Canyon University
05-2024
Skills
- Communication
- Leadership
- Organization
- Collaboration
- Adaptability
- Experience in leadership
Timeline
M-Power Operations Specialist
Salt River Project
10.2022 - Current
Customer Service Representative
Salt River Project
01.2018 - 10.2022
Batchelor of Science, Business Management -
Grand Canyon University
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