XAVIER JONES
Princeton,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Member Support Associate
Peloton
10.2021 - Current
- Serve as first point of contact for members seeking technical assistance over phone, email or chats
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine best solution based on issue and details provided by customers
- Assisted new agents with policies and procedures on live phone channels
- Record events and problems and their resolution in logs
- Follow-up via email, chat, and or phone to get update on status of customer’s inquiry to ensure their concern is fully resolved
- Assist new and existing members with variety of inquiries and requests such as but not limited to Apparel, Product Delivery Status, Product return and exchange, Billing, Account Management, and Corporate Wellness
- Handle projects given by leadership to assist with new agents with training, answering questions in chats, clearing out backlog and helping with other tasks to improve colleague and member experience.
Member Support Associate
Peloton
10.2020 - 10.2021
- Serve as first point of contact for members seeking technical assistance over phone, email or chats
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine best solution based on issue and details provided by customers
- Assisted new agents with policies and procedures on live phone channels
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Work with excel to track and monitor tickets and metrics.
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and maintained courteous and effective working relationships
Collections Team Lead
10.2017 - 10.2020
- Supervise work of office, administrative, or customer service employees to ensure
- Trained and educated on money laundering and credit card fraud signs
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Train or instruct employees in job duties or company policies or arrange for training to be provided
- Access excel to track agent activity, metrics and performance
- Monitor Agent phone aux and activity to make sure call volume is covered
- Update Agent status if left in idle call status past applicable adherence time
- Advise agents to switch aux from inbound to outbound calls and vice versa per client needs.
- Achieved performance goals on consistent basis
- Developed strong relationships with customers to foster timely payments and account resolution
- Used scripted conversation prompts to convey current account information and obtain payments
- Verified compliance with relevant laws, regulations and best practices related to customer account management
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
Junior QA Analyst
Cyber Escape
08.2017 - 10.2017
- Involved in project review meetings, gathering Business Requirement Documents (BRD)Involved in Test Planning Discussions and drafting efficient Test Plan and Test cases
- Performed manual Regression testing
- Involved in development of System test plan and test scripts using business requirement document that would test various scenarios
- Was involved in UAT
- Assigned users for User acceptance testing (UAT) and took feedback from users about system
Fire Alarm Inspector
Mitec
05.2017 - 07.2017
- Inspect buildings to locate hazardous conditions and fire code violations such as accumulations of combustible material, electrical wiring problems, and inadequate or non functional fire exits
- Identify corrective actions necessary to bring properties into compliance with applicable fire codes, laws, regulations, and standards, and explain these measures to property owners or their representatives
- Present and explain fire code requirements and fire prevention information to architects, contractors, attorneys, engineers, developers, fire service personnel, and the general public
- Conduct fire code compliance follow-ups to ensure that corrective actions have been taken in cases where violations were found.
Recruiter Coordinator
Wheeler Staffing Partners
01.2017 - 04.2017
- Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes
- Oversee activities directly related to making products or providing services
- Direct and coordinate activities of businesses or departments concerned with production, pricing, sales, or distribution of products
- Plan store layouts or design displays.
Education
High School Diploma -
McKinney Boyd High School
McKinney, TX05.2011
Skills
- Proven leader
- Customer and Personal Service
- Active Listening
- Critical Thinking
- Complex Problem Solving
- Learning Strategies
- Systems Evaluation
- Systems Thinking
- Deep Learning
- Time Management
- File System Administration
- Device Configuration
Certification
- Cyber Security, Comptia - 05/05/23- Expiration 05/05/26
Timeline
Senior Member Support Associate
Peloton
10.2021 - Current
Member Support Associate
Peloton
10.2020 - 10.2021
Collections Team Lead
10.2017 - 10.2020
Junior QA Analyst
Cyber Escape
08.2017 - 10.2017
Fire Alarm Inspector
Mitec
05.2017 - 07.2017
Recruiter Coordinator
Wheeler Staffing Partners
01.2017 - 04.2017
High School Diploma -
McKinney Boyd High School
Similar Profiles
Jaylen AlexanderJaylen Alexander
Retail Operations & Communications Associate at PelotonRetail Operations & Communications Associate at Peloton
MATT STAUFFACHERMATT STAUFFACHER
Technical Instructor at PelotonTechnical Instructor at Peloton
Kenneth BaidooKenneth Baidoo
Online Chat & Email Support Agent at PelotonOnline Chat & Email Support Agent at Peloton
Danny SoliverDanny Soliver
Refurbishment Associate at PelotonRefurbishment Associate at Peloton
Jisoo ChuJisoo Chu
Sales & Project Coordinator at ADPOPSales & Project Coordinator at ADPOP