Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vandon Jones

Raleigh,NC

Summary

Proven subject matter expert in the customer support space, having optimized processes, workflows and products, to help scale businesses and strengthen their relationship with internal and external stakeholders.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Support Manager, Customer Success

Voltus, Inc
05.2021 - Current


  • Serviced enterprise, mid-market and small account, account management, focused on scaling processes, managing tickets/issues submitted by internal and external stakeholders and facilitating product feedback
  • Engineered Voltus’ first CRM (Zendesk) tool managing the responsibilities of facilitating stakeholder issues, stakeholder enablement via knowledge base resources and self service/AI solutions to help scale business operations
  • Project managed Voltus’ flagship Voice of the Customer program which involved capturing feedback via surveys, CSAT, NPS, ticket data and customer advisory board meetings, resulting in improvements in day to day processes, Voltus' products, renewals, upsells and the overall customer experience

Customer Care Specialist

Gusto
10.2020 - 05.2021


  • Lead on Payroll Transfers team which was responsible for the onboarding of clients, contributing to helping drive revenue from 165Mn in 2020 to 260Mn in 2021
  • Functioned as a consultant for newly onboarded clients to help administrate optimal payroll setup in respect to the needs of their business and employees
  • Strategically worked cross functionally with Sales organization to ensure proper analyzation, troubleshooting and transfer of sensitive company/employee information to the Gusto platform

Account Manager/Recruiter

Nexus Talent Solutions
06.2019 - 10.2020
  • Full desk recruiting: business development, vendor management and recruit talent
  • Monitor monthly metrics to measure success track towards achieving monthly and annual goals
  • Partner with clients that range from global corporations to small businesses to develop and execute tactical sourcing; identifying potential candidates for full-time direct hire positions
  • Build talent pipeline for future hiring needs and develop recruiting strategies designed to identify top prospects and skill marketing

Education

Bachelor Of Arts - Criminology

Florida State University
Tallahassee, FL
08.2012

Skills

  • Client Retention
  • Customer Service
  • Staff Training
  • Policy Enforcement
  • Business Process Support
  • Project Management
  • Customer service expertise
  • Process Design
  • Policy Development
  • Employee Development
  • Customer Support

Certification

  • Hubspot Content Manager
  • Zendesk Administrator

Timeline

Support Manager, Customer Success

Voltus, Inc
05.2021 - Current

Customer Care Specialist

Gusto
10.2020 - 05.2021

Account Manager/Recruiter

Nexus Talent Solutions
06.2019 - 10.2020

Bachelor Of Arts - Criminology

Florida State University

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Vandon Jones