Ty'keena Jones
Durham,NC
Summary
I am interested in joining your company. I offer 6 years of experience in high volume calls. My skills include technical problem solving, dispute settlement, and comprehensive knowledge of CRM data to improve the customer experience. I've maintained success by increasing operational effectiveness thorough process tracking, trend monitoring and reactive feedback systems. My expertise in driving compliance requirements and improving the overall client experience, passionately makes me the perfect candidate to driving ongoing development, and cross functional teamwork to surpass organizational KPIs.
Overview
12
12
years of professional experience
Work History
Business Owner/Ibo
QD Personal Support Service LLC
Clayton, NC
10.2020 - Current
- Manage client interactions and respond promptly to inquiries, ensuring seamless communication.
- Oversee 15 client relationships to maintain satisfaction, utilizing Zoho Payroll for organized document management.
- Guide clients through the enrollment and provider portal setup processes, ensuring clarity and ease of use.
Senior Quality Assurance Process Facilitator/Customer Service Representative
Arise/ Agero Roadside
Miramar, FL
10.2020 - 08.2025
- Manage inbound and outbound calls, ensuring superior customer service for a roadside assistance organization.
- Sustain a top 20% ranking among over 800 agents in call-handling efficiency and 'NOC' time within system metrics.
- Implement quality assurance procedures focusing on data auditing and information confidentiality for over 1000 employees.
- Ability to work independently without supervision.
- Established key touch points and standardizing interventions to ensure a positive experience for the customer.
- Proficient in maintaining concentration.
- Monitored agents by way of the NICE system.
- Competence to effectively manage stress in the workplace and work under pressure; Detail-oriented.
- Ability to handle a fast-paced, high-volume environment with shifting priorities and strong organization skills.
- Ability to review and analyze documentation.
- Not apprehensive to make inquiries when needed.
- Answered incoming calls on the multi-line phone and responded to public inquiries in a courteous manner using Avaya phone systems.
- Interpreted and applied rules and regulations, and communicated effectively verbally, and in writing by use of Slack, including call dual chats and email as required.
- Prepared reports; calculated and collected premium payments and claims and reconciled transactions.
- Utilized Slack and Microsoft Teams for communication.
- Utilized Stripe for payment and refunds.
- Adhere to provided script and messaging protocols.
- Data entry and management within the provided database.
- Experience handling escalated/unsatisfied customers as required.
- Served as the advocate for providers by demonstrating accountability and ownership to resolve issues with customers.
- Collaborative spirit effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
- Worked with leaders to develop and maintain Role & Responsibility documents with measurable outcomes for team roles for agents while ensuring the use of them in decision-making and feedback conversations.
- Research and analyze intricate prior authorization and claim challenges, implementing suitable measures to address identified concerns, thereby preventing recurring inquiries, escalations, and dissatisfaction among providers in a business-to-business context.
- Effectively managed people, including providing performance feedback, guidance, and input on their goals and objectives; provide coaching and mentoring continuously.
- Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups.
- Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in our CRM system meticulously.
- Implement and monitor KPIs, project milestones, and other key metrics, taking corrective actions as necessary to ensure successful outcomes and alignment with company goals using Dynamics 365.
- Communicated protocols effectively to ensure compliance, utilizing Software as a Service (SaaS) and Customer Relationship Management (CRM) systems.
- Participate in user groups and client facing webinars.
- Ability to teach and coach effectively.
- Collaborates with cross-functional teams to suggest product or service improvements responsive to client feedback and industry trends.
- Working Knowledge of Data Center Operations.
- Recommends appropriate process and procedure revisions in support of continuous improvement.
- Utilizes various software systems to generate reports, conduct data analysis, identify trends and variances, develop recommendations, implement solutions, and communicate them all to Client.
- Identifies and pursues opportunities for Matrix to deliver additional value to clients through service area expansion or service offering expansion.
- Assist the other auditors of our team in completing the tasks within the given deadline.
- Act as a player and a coach in developing strategic customer partnerships. Lead a team while engaging directly in key relationships, touch points, and escalations. Personally develop deep customer relationships and be seen as a trusted advisor at the D-suite and decision maker levels.
- Lead investigations to document, and track customer complaints from initial contact through resolution, while working with cross-functional teams to resolve quality issues in a timely manner and to communicate findings to relevant parties.
- Oversee call operations to maintain a high-quality Business-to-Consumer (B2C) customer service environment and ensure efficient call management.
- Define, establish, and maintain key performance metrics, along with a tracking system to measure customer success and team performance.
- Shared metrics with the Customer Success team, Executive team, and company to transparently communicate wins and shortcomings.
- Facilitated process improvement initiatives to enhance operational efficiency and service quality.
- Collaborated with cross-functional teams to streamline workflows and reduce response times.
- Analyzed performance metrics to identify areas for enhancement and implement corrective actions.
Transportation Driver
Wake County Public School System
Raleigh, NC
08.2014 - 08.2021
- Ensured the safe transportation of students by adhering to traffic regulations and prioritizing passenger well-being during each trip.
- Conducted thorough pre-trip inspections and rigorously enforced safety regulations and policies to maintain a secure transportation environment.
- Managed over 200 students effectively to promote a safe and orderly atmosphere on the bus.
- Prepared checklists, reports of accidents and traffic delays.
- Greet passengers daily and answer questions of passengers/parents regarding bus services.
- Operate bus over the prescribed route, and following the correct time schedule.
- Reporting any problems that may disrupt scheduled service.
- Retention to effectively manage stress in the workplace and work under pressure.
Education
Psychology -
South University
Savannah, GA02.2024
Skills
- Coaching and mentoring
- Customer focus
- Influencing skills
- Teamwork
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving
- Problem-solving abilities
Timeline
Business Owner/Ibo
QD Personal Support Service LLC
10.2020 - Current
Senior Quality Assurance Process Facilitator/Customer Service Representative
Arise/ Agero Roadside
10.2020 - 08.2025
Transportation Driver
Wake County Public School System
08.2014 - 08.2021
Psychology -
South University