Crystal N. Jones

*** ******** *****

Sanford, FL 32773

757-***-****

adpi50@r.postjobfree.com

A hardworking and dedicated office administrator with 15 years of experience in managing and s upervising personnel, as well as extensive experience in customer service and conducting corpora te office operations. Strengths include maintenance of finances and supply procurement, training, educating, and motivating small and large workforce teams, and developing new procedures to be incorporated.

Seminole State College – 2019 - Present

Seeking Associates Degree in Nursing

• Remain a top student with 4.0 GPA

• Presidents List & Deans List

Travelers Oct 2013 –Nov 2015

Business Operations Specialist

• Responsible for processing Workers Compensation Medical Bills efficiently in the WeQ database while maintaining 100% accuracy.

• Maintained good customer relations with other businesses and outside vendors as needed, as well as assisting team members with queries for help or training as needed.

• Responsible for organizing, scrutinizing and printing over 500 daily department bills for accuracy and ensuring their transmission via mail, fax, and electronically within first 90 days of employment.

• Selected by management within first 6 months of hire to work on the new Proof of Concept Medicare project.

• Due to becoming a subject matter expert for Medicare, assisted with developing initiatives, training materials, exercises and Standard Operating Procedures for future trainees.

• Recognized by management for my dedication due to consistently meeting department metrics goals while continually adding value to the team and the organization outside of the core requirements.

• Able to manage and delegate workload to others if needed, while volunteering to participate or head professional and team building committees.

• Attendant to management meetings to record new directives and information as well as offer insights and suggestions to improve procedures.

• Picked to be the backup for the team out of Houston Texas to handle all rentals. Learned a new system that is used by Travelers to pay invoices to Enterprise and to negotiate the final amount.

Verizon March 2006- October 2011

RMG Specialist (2009-2011)

• Promoted to manage 60 agents, with duties including monthly and yearly evaluations, training of local and company-wide agents, quality control, work distribution, daily conference call status reports, written and oral progress reporting, and database management.

• Primary person in recommending agents who demonstrated abilities to be promoted to supervisor, and trained them in their new duties as supervisor, requiring daily reports ensuring resolution to daily workloads with 100% accuracy.

• Responsible for records accuracy in the database, as well as recommended and implemented operating procedures for better proficiency adopted company-wide.

• Served as primary liaison with other call centers country-wide for sales/order distribution, as well as the I.T. department for database program updates and upgrades.

• Balanced workload of 15,000 orders among 60 agents and 3 supervisors as well as set standards based on agent skill level that were measured monthly with proficiency goals.

• Conducted training and ensured agents had %100 accountability for receiving and use of new formats needed regularly.

• As needed, trained and delegated responsibilities for reports and orders to work on larger corporate projects as job emphasis changed.

Team Supervisor (2006 -2009)

• Manage a team of 60 agents responsible for over 60,000 validations of customer orders weekly, double-checking accuracy and ensuring completion in a timely manner.

• Responsible for the inception of a new project as lead supervisor and manager, constructing new spreadsheets, standardizing policies and achieving complete familiarity in all job aspects to train new agents.

• Maintained good customer relations with other businesses as needed, as well as ensuring agents are consistently productive and work delegated as necessary. Candlewood Suites February 2004- April 2006

Office Manager / Night Auditor

• Responsible for managing other front desk employees, ensuring good customer relations and personally addressing patron concerns.

• Managed maintenance and housekeeping employees for ongoing orderliness, including organization and ordering supplies necessary for guest satisfaction.

• Responsible for managing, auditing, and dispersing of all hotel funds with 100% accountability.