Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Knowledge
Certification
Timeline
Generic

Troy O. Jones

Hamden,CT

Summary

With 30 years of experience as a customer service expert, I have developed a deep understanding of maintaining high efficiency in various metrics and standards. Accurately assessing needs in complex situations allows for timely resolutions, demonstrating excellent time management skills. Highly adaptable and proficient with most Microsoft software. Success in team environments attributed to excellent interpersonal and written communication skills. Strong ability to establish rapport and generate enthusiasm in consumers, contributing to overall effectiveness.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Member services Supervisor

HSA Bank
11.2019 - 02.2025
  • Supervise Call center staff
  • Work with staff on their Individual Development Plans to help them reach their career and personal goals
  • Maintain a positive team environment that helps promote self-empowerment in providing members with a high level of customer satisfaction
  • Work together with Contact Center Leadership to continually look for ways to improve the engagement and moral of the department
  • Demonstrated flexibility and adaptability
  • Handled day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
  • Excellent presentation, oral, written, and interpersonal skills
  • Effectively lead team through problem solving to implementation of solutions for difficult productivity and service issues in the call center
  • Fosters open communication
  • Provides timely, high-quality information up and down the organization
  • High level of proficiency with solving Beginner and Intermediate computer or technical issues for the representatives and my colleagues
  • Worked with various computer databases and software applications like Five-9, Microsoft Office 365, Salesforce, Verint, and Workday accurately and effectively

Provider Data Integrity Specialist

United Health Group
04.2017 - 05.2019
  • Database maintenance, reporting and extracting data for various reports, analyzing data, then initiate improvements based on results of analysis to reduce errors and improve processes
  • Develops and maintains standards for database integrity and quality assurance, coordinates corrective activities to clean databases and retain users, and manages communication processes with other departments regarding database improvements
  • Maintains current provider data to ensure the quality of the network
  • May be responsible for representing the provider network area on company IT projects, reporting and tracking provider calls and complaints, or for the support, coordination, and production of the directory cycles
  • Work with various computer databases (Microsoft Office, NDB, Oracle, & Workforce) and applications accurately and efficiently

Technical Support Expert

Verizon Wireless
01.2014 - 04.2017
  • Communicate complex and technical answers clearly and concisely, making it easier for customer comprehension
  • Consistently meets and exceeds performance expectations and looks for opportunities to add value to the VZW team
  • Establish a rapport with customers while performing the full range of customer service and technical support functions
  • Proactively reviews all customer account information to find a contextualized fit for the appropriate product and / or service
  • Proactively work to resolve customer issues completely and independently
  • Relied upon serving as a role-model and provides encouraging peer-to-peer coaching on an as needed basis for teams of 8-10 representatives during manager meetings
  • Takes accountability for and resolves all customer issues and ensures impending solutions are followed up in a timely manner
  • Use Knowledge Base and IEX to manage day-to-day activities for scheduling and assisting customers
  • Use expert negotiation and problem-solving skills to de-escalate customers and resolve complex and non-routine customer concerns

Lead Supply Chain Warehouser

Frito-Lay North America
01.2006 - 07.2013
  • Ensure proper use and accuracy of Intermec, Motorola Handhelds, and voice pick system (Viper) and proper use of ring scan technology
  • Inventory Preparation and Reconciliation weekly
  • Oversee safety and training of warehouse staff
  • Reconcile daily issues for RSR orders, such as adjustments, reverse shipments, or mis picks
  • Responsible for labor tracking and scheduling of 10-15 employees
  • Responsible for locking up the building at end of shift
  • Responsible for overseeing daily orders for Wal-Mart & Target using the Advanced Shipment Notification System (ASN)
  • Running daily reports for District Sales Leaders and Facility Operations Manager
  • Take care of and report daily fleet issues to mechanics
  • Troubleshoot any issues that arise during shift

Customer Service Representative II

AAA Conn. Motor Club
06.2002 - 12.2005
  • Efficiently process and assist members with car and/or hotel reservations, and route preparations to their appointed destinations
  • Passed required national certification for Domestic Travel Counselor and Child Safety Seat Inspector
  • Provide management with time and materials to help train summer employees
  • Responsible for scheduling, office lock-up, closing of point-of-sale system, and turning on the security system
  • Serve as the main source of information to AAA members
  • Work in the call center to assist members during winter for heavy road service call volume, and on call to assist stranded motorists during the winter months as part of the Winter Support Squad
  • Work in the Road Dispatch control center to help route calls for stranded members

Senior Customer Service Representative/ Optima Lead Material Handler

McKesson Corporation
03.1997 - 04.2002
  • Answer phones; provide general information to the customers
  • Daily filing and maintenance of purchase orders, billing, and other company records
  • Efficiently process and assist customers and sales representatives with credits, debits and electronically transmitted orders
  • Extensive e-mail communication, which includes accurate, confidential and timely responses
  • Review physical inventory of the floors, and placed orders via Telxon ordering system, which is then reviewed by the customer service department to ensure proper delivery
  • Accurately and efficiently perform data entry of purchase orders, review status of daily orders, sort by carrier, and drop order tickets for daily routes, vendors and /or other McKesson facilities
  • Serve as a main source of information for customer products and services relating to the healthcare industry

Education

Bachelor of Science - Business Management

Albertus Magnus College
01.2007

Skills

  • Customer service expertise
  • Staff training and development
  • Team management
  • Innovation and creativity
  • Member retention strategies
  • Strong leadership
  • Strong organization
  • Data entry proficiency
  • CRM software
  • Report generation
  • Microsoft office expertise
  • Teamwork and collaboration
  • Problem-solving abilities
  • Reliability
  • Staff training/development
  • Interpersonal skills
  • Recruitment and hiring
  • Interpersonal communication
  • Continuous improvement
  • Performance evaluation and monitoring
  • Data analysis
  • Business management
  • Customer service management
  • Effective leader
  • Relationship building
  • Team building

Accomplishments

  • Call of Fame: Customer Care 2015 & Tech Expert 2016
  • 5 Year Service Award - Frito-Lay North America & McKesson Corporation
  • Captain of Warehouse Security Team (Frito-Lay North America)
  • Coach Hamden Father’s Baseball Association (2011-2016)

Technical Knowledge

AS 400 Systems, NDB, Vax System, Wal-Mart ASN Systems, Intermec & Motorola Handhelds, MS Word, Excel, OneNote, Outlook, PowerPoint, Access, Teams, Windows (95, 98, XP, 7, 10, 11, & Adonis), Oracle, Salesforce, Verint, Webex, Internet Explorer, Edge, Chrome, Mozilla, Firefox, Opera

Certification

Lean Six Sigma Yellow Belt

Timeline

Member services Supervisor

HSA Bank
11.2019 - 02.2025

Provider Data Integrity Specialist

United Health Group
04.2017 - 05.2019

Technical Support Expert

Verizon Wireless
01.2014 - 04.2017

Lead Supply Chain Warehouser

Frito-Lay North America
01.2006 - 07.2013

Customer Service Representative II

AAA Conn. Motor Club
06.2002 - 12.2005

Senior Customer Service Representative/ Optima Lead Material Handler

McKesson Corporation
03.1997 - 04.2002

Bachelor of Science - Business Management

Albertus Magnus College

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Troy O. Jones