Communication Specialist

Jacqueline R. Jones

774-***-**** - ***********.*****@*******.*** -

**** ***** *** **,*********, NC, 28213

SUMMARY

Goal-oriented and detail-focused Communications professional with a proven track record in customer support,

account management, and process improvement. Skilled in data-driven strategic planning, CRM utilization, and

fostering strong client relationships. Seeking opportunities to contribute to the growth and success of a

dynamic business.

SKILLS

Process improvement Report writing and presenting Strong interpersonal skills

Data-driven strategic planning Critical thinking skills Proactive and self-motivated

Reporting Excellent communication skills Exceptional organizational skills

TikTok Multi- tasking Instagram

Facebook Microsoft Office ( Word, Excel, Wordpress

SnapChat Powerpoint) Canva

CRM ( Salesforce, Citrix,) HTML Quoting

EXPERIENCE

Spot, Inc

Account Manager January 2023 - October 2023

* Leverages Spot’s services and freight solutions to identify potential new customers, nurture relationships,

and build lasting partnerships.

* Responsible for prospecting, communicating, quoting, developing, operating, and maintaining customer

accounts.

* Operates with a focus on quoting, negotiating, and closing deals to achieve revenue targets.

« Manages end-to-end customer accounts, ensuring satisfaction and addressing issues promptly.

« Focuses on developing and implementing strategies to increase revenue and expand the customer base.

* Collaborates with internal teams to ensure seamless service delivery.

AvidXchange, Inc

Customer Care Advocate September 2022 - December 2022

* Manages support requests in line with current process and targets, ensuring KPI’s are met and customer

satisfaction is maintained.

* Delivers high-quality support for incidents and requests, managing them to a successful outcome for users.

* Makes an initial diagnosis of any problems and advises known solutions where applicable.

« Investigates causes of incidents and seeks resolution, analyzing complex problem situations to determine

underlying causes and helping users to recover or continue operation.

« Immediately escalates serious complaints or issues that you are not equipped to deal with.

« Liaises with colleagues or managers to find the best solutions to customers’ issues.

Adecco

Call Center Support Representative June 2016 - September 2022

e Proactively escalated serious complaints or issues beyond my capacity to ensure swift resolution.

* Collaborated with colleagues and managers to identify and implement effective solutions to customers' issues,

fostering a team-oriented approach.

e Achieved proper compliance standards and provided accurate executive-level reporting, contributing to

overall process efficiency.

« Researched and resolved customer issues related to personal savings, checking, and lines of credit accounts,

demonstrating a commitment to customer satisfaction.

* Compiled comprehensive information on new accounts, ensuring accurate entry into computer systems and

meticulous filing procedures.

“EDUCATION & CERTIFICATIONS, EXTRACURRICULAR ACTIVITIES

Johnson C. Smith University JCSU NAACP

Bachelor's in Arts of Communications Public Relations 2018 -2109

GPA: 3.5 (Cum Laude) Community Volunteer

Mass Marketing Media City Year

Public Relations Pelican Health Charlotte

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