Vincent Jones
Phoenix,AZ
Summary
Effective communicator experienced in working with internal and external stakeholders to deliver exceptional customer service. Seeking a position with an employer that values talent and fosters growth. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Talent Engagement Specialist
Equus - Arizona at work
05.2023 - Current
- Collaborated with internal teams to ensure successful implementation of initiatives designed to improve customer experience.
- Met with potential customers to discuss services and establish new relationships.
- Accompanied visiting groups and explained corporate operations to promote pleasant and educational visitation experiences.
- Trained new team members on best practices in engagement and communication strategies.
- Facilitated workshops and presentations to educate and engage target audiences.
- Provided exceptional customer service, resolving issues promptly to ensure satisfaction.
Process Guide
Amazon - GYR2
10.2022 - 11.2023
- Provided guidance to team members on best practices for processes.
- Identified areas of process improvement and recommended solutions.
- Facilitated meetings between cross-functional teams to review process performance.
- Provided support for project initiatives related to process improvement.
- Trained personnel on newly implemented processes or updated existing ones.
- Communicated effectively with staff at all levels regarding process updates.
Sr. Participant Service Rep
Vanguard Financial
06.2016 - 11.2018
- Greeted customers and answered inquiries in a professional manner.
- Resolved customer complaints promptly and efficiently.
- Upheld strict standards for quality and performance.
- Updated accounts with recent information and processed customer payments.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Benefits Claims Rep
WageWorks
- 06.2016
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Communicated effectively with policyholders, providing updates and explaining the claims process clearly.
- Conducted training sessions for new hires on claims processing procedures and best practices.
- Collaborated with healthcare providers to verify treatments and ensure accurate claim payments.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Mortgage Insurance Claim Rep
QBE First
06.2011 - 08.2012
- Reviewed insurance policies and determined coverage eligibility based on policy language.
- Resolved customer inquiries regarding claim status, payments, and denials in a timely manner.
- Processed new claims quickly and accurately according to company standards.
- Adhered to departmental service levels by responding promptly to customer inquiries and requests for assistance.
- Verified details with policyholders and requested additional information.
- Coordinated with repair facilities and contractors to obtain repair estimates and ensure quality services.
Sr. Participant Service Rep
Voya Financial
02.2019
- Greeted customers and answered inquiries in a professional manner.
- Resolved customer complaints promptly and efficiently.
- Upheld strict standards for quality and performance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Education
High School Diploma -
San Andreas High School
Highland,CA01-1997
Some College (No Degree) -
Maricopa Community Colleges - Mesa Community College
Mesa, AZSkills
- Sr Customer Service
- De-Escalation
- Coaching
- Supervising
- Managing
- Public Speaking
- Public Engagement
- Facilitation
- Trainer
- Employee New Hire Training
- Benefits processor
- Claim Approvals
- Eligibility Interviewing
- Consulting and Advisory
- Oral and written communication
- Product and Service Promotion
- Needs Assessment
- Community Relationship Building
- Problem-Solving
- Client Coaching
- Schedule Coordination
- Interpersonal Skills
- Analytical Thinking
- Interviewing skills
- Multitasking
- Problem-solving abilities
- Data Entry
- Creative Thinking
- Adaptability and Flexibility
- Effective Communication
- Cross-Functional Collaboration
- Technical Issue Troubleshooting
- Time management abilities
- Problem-solving aptitude
- Team building
- Public relations
- Continuous Improvement
Communication Skills
- Lead team meeting provide coaching
- Analyze docs and provide finding, Research and write reports, public speaking, Conduct Interviews, Facilitate. Able to interact with all levels in a professional manner. Always demonstrate a neutral demeanor and interact collaboratively with, Directors, VP’s Managers, Supervisors, Employees, Clients, and Service Partners.
Timeline
Talent Engagement Specialist
Equus - Arizona at work
05.2023 - Current
Process Guide
Amazon - GYR2
10.2022 - 11.2023
Sr. Participant Service Rep
Voya Financial
02.2019
Sr. Participant Service Rep
Vanguard Financial
06.2016 - 11.2018
Mortgage Insurance Claim Rep
QBE First
06.2011 - 08.2012
Benefits Claims Rep
WageWorks
- 06.2016
High School Diploma -
San Andreas High School
Some College (No Degree) -
Maricopa Community Colleges - Mesa Community College
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