Customer Service

Greta Gilliard Jones **** Virginia Street, Franklin, VA 23851

757-***-**** *************@*****.***

EXPERIENCE

CAPITAL ONE

Senior Advocacy Coordinator 7/2019 - Present

Support, research and resolve customer complaint resolution needs; handle escalated calls.

Interface with designated business area contacts to research customer complaints and/or system breakdowns.

Perform cursory assessment of the nature of the customer complaint and work with business contacts to mitigate complaints.

Identifies and provides feedback on identified trends; flags potential regulatory compliance violations or potential risk events.

IBEX GLOBAL

Customer Service Supervisor 10/2018 - 6/2019

Managed a team of 21 agents in a Customer Service pool environment; set performance goals and deadlines in compliance with company vision and structure.

Organized workflow ensuring employees understood their duties and delegated tasks; monitored employee productivity and provided constructive feedback or coaching.

Provided input regarding hiring, training and development; addressed staff and customer complaints.

IBEX GLOBAL

Customer Service Representative 2/2018 - 10/2018

Carefully listened to/deciphered customer issues; probed and isolated issue causes utilizing available resources to identity appropriate solutions for customers.

Explained product features and benefits, answered questions and set proper expectations for customer inquiries; ensured customer satisfaction through effective call resolution.

Identified and escalated emerging product or customer dissatisfaction issues.

SACRED HEART MINISTRY FOR CHILDREN

Human Resources Director 11/2017 - 12/2017

Planned, coordinated and directed all administrative functions for the ministry, including but not limited to: overseeing the recruiting, interviewing and hiring of new staff, consulting with the executive board on strategic planning, and serving as liaison between the organization’s management and employees.

Provided consultations to management and employees regarding compensation, benefits, budget, training and development, and labor relations.

PORTFOLIO RECOVERY ASSOCIATES

Senior Account Executive Litigations Collector 5/2011 - 10/2017

Complied with all aspects of the Fair Debt Collection Practices Act (FDCPA), applicable laws, regulations and company policies across areas of organizational responsibility.

Traced customer using address software/contacting credit reporting agencies/post office and other possible leads. Conferred with customer to determine reason for overdue payment, review terms of sales, service or credit contract; took appropriate action on disputed accounts.

Notified customer of transfer of account ownership; encouraged payment of delinquent accounts/confirmed agreements to settle account.

Input customer financial information and status of collection efforts; established payment schedules and extended payment deadlines; determined interest charged on overdue amounts; settled accounts within limits authorized by supervisor.

Managed team in the absence of the Manager.

Greta Gilliard Jones Resume, Page 2

EXPERIENCE (CONTINUED)

JANIKING COMMERCIAL CLEANING

Franchise Owner 8/2003 - Present

Hire and train new staff, set employee goals and objectives; develop staff to maximize potential.

Delegate work duties and monitor staff performance; organize and manage business meetings.

Perform housekeeping duties: cleaning, sweeping, mopping or vacuuming floors; dusting, polishing furniture and cleaning glass in office buildings and schools; strip and wax tile flooring; carpet extraction.

COMFORT KEEPERS

Companion Aide 6/2003 - 6/2006

Provided support/companionship as assigned to clients, including conversation, entertainment (reading, games), sharing meals/light meal preparation.

Assisted with dispensing medication, bill organizing, mail sorting and light housekeeping.

Arranged and accompanied client appointments.

USAA

Property Insurance Adjuster 5/1994 - 4/2003

Documented loss reports, reviewed estimate/evidence of damage; verified claim validity; calculated compensation.

Processed and authorized payments to the insured and contractors as needed; negotiated on behalf of the insurance company.

EDUCATION

Troy State University, Troy, AL (Mid-Atlantic Region)

Master of Science in Human Resources Management 1/2001

Saint Paul’s College, Lawrenceville, VA

Bachelor of Science in Mathematics/Computer Science 6/1988

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