Customer Service Sales
Resume:
NYMOND JONES
***** **** *******, ********, ** ***30 ? ******@***.*** ?
Strategic Marketing and Help desk Specialist
Driven, strategic-minded business professional with over six years
experience of knowledge-based skills in business and operations-related
functions that include customer service, human relations, fiscal
responsibility, human resources and professional ethics. Possess
well-developed qualifications acquired from comprehensive experience in
diverse areas focused on business development, sales and marketing,
project management and general operations management. Fosters a work
environment that promotes a shared vision throughout the company. A
collaborative leader with an in-depth knowledge of federal and state
employments and passion to build a cohesive team in a multi-cultural and
cross-functional environment.
EDUCATION
Southern Illinois University (Carbondale, IL)
Bachelor of Science - Mass Communications in Advertising 2005 - 2010
(Minor: Sociology)
PROFESSIONAL HISTORY
American Physician Institute (Oak Brook, IL) 2014-
2014
Educational Consultant- Customer Service and Sales: Contract Most time
spent directly interacting with prospects and clients via email and over
the phone. Exceptional interpersonal skills help prospective clients
pursue the education necessary to achieve their goals. Customer support
for oral board and written board exams. Maintaining the ability to manage
multiple tasks. Answering product and program inquires. Generating order
fulfillment, filed order copies and other related paperwork. Up-sold
products when opportunities were presented. 1st contact resolution
. Ability to communicate professionally with high-level clients.
. Clients included but not limited to, Doctors and graduations Medical
Students interested in certifying/ re-certifying for board preparation
courses.
. Processing and maintaining high end accounts of $3000+
. Follow-ups provided in a timely manner to ensure 100% customer
satisfaction
. Strategic Public Relations Strategies used to increase volume of new/
future applicants. Utilized Linked-in, Indeed, Career Builder,
Monster, and Glassdoor.com.
Catamaran Corporation (Lisle, IL) 2013-2
014
Lead-Member Service Representative Ensure factual, timely, and quality
project tracking, analysis, and reporting using a variety of documents and
communication strategies. Maximize team productivity and all aspects of
leading and reporting on projects. Investigate client or callers'
concerns, and determine and execute the proper plan of action. When
appropriate, providing claim overrides. Processed Prior Authorizations,
Courtesy and Customer Care Overrides. Ability to provide high end
overrides to satisfy clients.
. Averaged 98% Call quality monitors per clients internal and external
and maintained 100% Adherence
. Processed for Medicaid, Medicare, Public Sector, Mail Order and (or)
Commercial Accounts
. Escalated issues that were unable to be resolved on a MSR level;
preformed follow ups where opportunities
. Preform and coordinate quality evaluations per MSRs to comply with
Catamaran Standards and practices
. Help desk complaint call resolution
APPLEBEES, INC. (Tinley Park, Homewood and 2010 -
Carbondale, IL) 2013
Manager. Responsible for operational efficiency and creating a relaxed
environment where service delivery and food product are second to none.
Develop and execute programs that are aligned with corporate vision,
mission and objectives. Responsible for talent acquisition and
management, including development and implementation of training programs.
Ensures all human capital activities comply with all federal and state
employment regulations. Maximize human capital and other resources to
create an efficient, well-prepared and profitable service of food and
beverages. Lead initiatives to promote and maintain Applebee's brand.
Initiatives include, but not limited to, marketing of restaurants in local
magazines/newspapers, interfacing with guests, participating in local
events to promote restaurant and to assist in community outreach programs.
Responsible for ensuring quality of food, service and restaurant
environment are up to Applebee's corporate and government health and
safety standards and comply with all federal/state mandates
Significant labor cost reduction by 15% by creating a more efficient
employee-work schedule and improved training program. (2012 vs. 2011)
Assured quality customer service by obtaining the "guest come first"
mantra.
Coordinated functions and benefits events, such as Make-a-Wish, which
resulted to restaurant exceeding sales goal by 12% (2011).
Utilized Social Media as vehicle to deliver awareness of Applebees cause
2011-2013. (Facebook, Twitter, Myspace)
THE SAVO GROUP (Chicago, IL) 2006 -
2010
Quality Assurance and Product Analyst. Highly involved with new product
release testing including bug fixes and product enhancements. Responsible
for testing scenarios and scripts using Savo's rigorous two-step quality
assurance process. Provided high-quality service to internal and external
clients by addressing support tickets in a timely manner. Implemented
comprehensive strategies to reduce errors and minimize issues. Generated
and analyzed periodic and ad hoc reports on production and submitted
findings to management.
Developed and implemented strategies towards increasing the awareness of
The Savo Group through Social Media. (Facebook, Myspace)
Developed high yield strategies towards increasing the maneuverability of
the position.
Worked closely with the Implementations department
SPECIAL RECOGNITION AND AFFILIATIONS
American Advertising Federation (2007 - 2nd Place)
Make-A-Wish Foundation - Applebee's Campaign
Saluki Advertising Agency
Unleashed Magazine
SKILLS AND TECHNICAL PROFICIENCIES
Language: English, Spanish (Conversational)
Software/Applications: Microsoft Office Suite (Excel, Outlook, Word,
PowerPoint, Publisher), Dreamweaver, Adobe Photoshop, Microsoft Windows
and Apple Operating System, and all web-browsing platforms.
Contact this candidate