Toni Jones
Fairburn,GA
Summary
Dedicated and resourceful candidate with a passion for promoting lasting customer satisfaction through outstanding customer service. Skilled in resolving issues and creating successful solutions. Seeking a position to leverage experience as a positive asset to the company.
Overview
12
12
years of professional experience
Work History
Health Concierge
Aetna CVS Health
01.2023 - Current
- Contact members to address inquiries and inform them of claim investigation outcomes.
- Collaborate with internal teams to process referrals, make adjustments to the members' policies, and escalate issues as appropriate.
- Communicate claim statuses, address billing discrepancies, and explain plan eligibility and benefits.
- Resolve member issues by asking probing questions to identify underlying needs, while adhering to HIPAA compliance.
Customer Sales and Service Expert
The Home Depot
12.2020 - 12.2022
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Engaged with numerous customers through a chat and messaging platform to perform sales and product/order inquiry transactions.
- Handled customer exchanges, refunds, and bill adjustments to resolve product issues.
- Utilized company tools to diagnose and resolve technical problems.
Customer Service Specialist
Elevation Connect
12.2019 - 12.2020
- Coordinated with field operations to schedule on-site maintenance and supply deliveries.
- Logged calls, emails, and chats from customers with questions regarding their vacation rentals.
- Executed high-volume call handling with professionalism and friendliness.
- Utilized various computer systems to manage customer inquiries, payments, and service requests.
Office Manager
Wynn Realty Group
Watkinsville, GA
09.2016 - 12.2019
- Handled inquiries from staff, customers, and vendors via phone and email.
- Ensured documentation adhered to current internal and legal standards.
- Coordinated contractor schedules, material deliveries, and office meetings.
- Analyzed and recorded daily operational financial data to ensure accuracy.
Business Development Manager
Infinite Autos
Fayetteville, GA
01.2013 - 09.2016
- Collaborated with administrative staff on billing, accounts payable, and other financial tasks.
- Managed recruitment, training, and onboarding of employees.
- Managed marketing operations to achieve successful customer acquisition.
- Processed invoices and expenses using QuickBooks to facilitate on-time payments.
Education
High School Diploma - undefined
Sandy Creek High School
Tyrone, GASkills
- Active listening
- Critical thinking
- CRM Software
- Complaint handling
- Microsoft Office Suite
- Problem resolution
- Technical support
- Time management
Timeline
Health Concierge
Aetna CVS Health
01.2023 - Current
Customer Sales and Service Expert
The Home Depot
12.2020 - 12.2022
Customer Service Specialist
Elevation Connect
12.2019 - 12.2020
Office Manager
Wynn Realty Group
09.2016 - 12.2019
Business Development Manager
Infinite Autos
01.2013 - 09.2016
High School Diploma - undefined
Sandy Creek High School