Tykia Jones
Raleigh,NC
Summary
Proven track record at Wells Fargo & Company, enhancing customer satisfaction and improving resolution rates through expert account management and problem-solving skills. Skilled in accounting software and compassionate caregiving, demonstrating a unique blend of technical proficiency and empathetic client support. Achieved significant cost savings and fostered strong client relationships, contributing to a positive bottom line.
Overview
4
4
years of professional experience
Work History
Representative Accountant
Wells Fargo & Company
02.2024 - Current
- Developed strong relationships with clients by providing exceptional customer service and addressing inquiries in a timely manner.
- Prepared accurate financial reports, supporting management''s decision-making processes and strategic planning initiatives.
- Mentored junior team members by sharing expertise and providing guidance on complex accounting tasks or challenges faced during daily operations.
- Collaborated with cross-functional teams to develop and implement cost-saving initiatives, positively impacting the company''s bottom line.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Educated customers on features and benefits of banking products and services.
- Opened, closed, and updated accounts for customers.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
Direct Support Professional
Tammy Lynn Center for Developmental Disabilities
02.2024 - Current
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Assisted disabled clients to support independence and well-being.
Medicaid Representative
GDIT
01.2023 - 02.2024
- Ensured accurate and timely documentation of all case files, facilitating smooth audits and regulatory compliance.
- Resolved discrepancies in member accounts by conducting thorough research and applying appropriate corrective actions as necessary.
- Maintained up-to-date knowledge of changes in Medicaid regulations, sharing relevant updates with team members as needed.
- Provided comprehensive support to clients during the appeals process, ensuring accurate representation of their situation.
- Handled sensitive client information with discretion, adhering to HIPAA privacy regulations at all times.
- Conducted thorough reviews of eligibility documentation, maintaining compliance with state and federal guidelines.
- Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
- Managed a high volume of case files, prioritizing tasks effectively to meet strict deadlines consistently.
- Collaborated with healthcare providers to resolve billing issues, facilitating prompt payment of claims.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
Customer Service Representative
IBM
01.2021 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Followed established procedures to enter and process data correctly.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Collaborated with other departments to ensure seamless communication and resolve any customer-related concerns.
- Assisted Patients , Pharmacist, Insurance companies to verify copays
- Developed strong relationships with healthcare providers to optimize patient care and medication adherence.
Education
Bachelor Of Business Administration And Management - Human Resources Management
Trident University International
Cypress, CA04.2022
High School Diploma -
North Pitt High School
Bethel, NC06.2013
Skills
- Bank Reconciliation
- Accounts Receivable
- Accounts Payable
- Accounting Software Proficiency
- Data inputting
- Customer Relations
- First aid and safety
- Client Support
- Compassionate Caregiving
- Behavior redirection
- Housekeeping tasks
- Transportation
- Client Transportation
- Social Skills Development
- Crisis Management
- Medical Records Management
- CPR Certified
- Van Training Certified
- NCI 1 & 2 Certified
Timeline
Representative Accountant
Wells Fargo & Company
02.2024 - Current
Direct Support Professional
Tammy Lynn Center for Developmental Disabilities
02.2024 - Current
Medicaid Representative
GDIT
01.2023 - 02.2024
Customer Service Representative
IBM
01.2021 - 01.2023
Bachelor Of Business Administration And Management - Human Resources Management
Trident University International
High School Diploma -
North Pitt High School
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