1. Natalie Jones
123 B Meadow Place
Cheektowaga,NY 14225
716-250-8846
nadiraasha@yahoo.com
SUMMARY
 Customerserviceprofessional with 15+years ofexperience infinancial services, tele-
communications and equipment components
 Background includes leadlevel responsibility, team training and start up operations
 Possess superior followup/follow throughskills as reflectedin highcustomer retention,
account expansion and satisfaction
 Creative supportprofessionalwith a recordofincreasedresponsibility and attention to
detail
 PC proficient with all Microsoft applications and proprietary software systems
Professional Experience
Pfannenberg Inc, Lancaster, New York (6/12 _ Present)
Inside Sales/ Customer Support
 Responsiblefor processingnewthermalmanagement,and signalingorders for existing and
new customers
 Worked along with Logistics to insure timely delivery via various freight companies in
continental US
 Ensure workflow daily from department inbox and distribute to team
 Served as communications liaison betweendepartments andexternalcustomers to resolve
data discrepancies
 AssistingRegional Sales Managers andSales Repwithcustomer retention and cross-selling
of products
UPS, Cheektowaga, New York (7/11 – 9/11)
Contract for YOH Services Accounting Associate
 Compiling a database of UPS customers for the Going Green process
 Updatedallcontactinformationfor CanadianandUS customers into UPS Theta database
Bank of America, West Seneca, New York (2/11- 2/11)
Contract for CSI Companies Home Retention Specialist, Collector I
 Assisting customers experiencing financial difficulties with delinquent home
 Resolved late stage delinquencies thru inbound/outbound collection calls
 Review delinquencypatterns and negotiatepaymentarrangementandofferingdifferent
options via workout plans
 Daily scorecard with stats consistently in top three of team
Customer Service GMAC Loan Resolution, Amherst, New York (8/09-
5/10)
ICT Group
 Escalation Rep, assisting phone reps with elevated issues regarding modification of
mortgages and various customer inquires
 Assisted mortgage customers with loan modification application and status, advised on
payments and special arrangements
 Compiled all documents for borrowers

2. Customer Service Specialist, Rochester, New York (5/06- 8/07)
Matrix Business Technologies
 AssistantSupervisor ofdepartmentwith dailybillingissues w/customers, supporting
management and internal technicians
 Assisted Network Operations with issuance and updates of repair tickets
 Proficient in CCM database
 Resolved customer billing issues, ordered/cancelled new service
PortOut Provisioner, Rochester, New York (4/02-2/06)
One Communications
 Responsiblefor endto end coordinationofportouts andloop disconnects for the entire
Midwest and Northeast regions
 Senior Rep indepartment,helpedtrain all new hires andassistedin implementation of
all new process and procedures for department
Education
Erie Community College, Buffalo NY 1994
 AAS in Liberal Arts/Psychology
Honors: Deans List ECC, Leadership Club, Vice President Student Gov’t
Who’s Who in High School Students