1. Sundina M Neff’Jones
54 ManchesterDrive RisingSun,MD 21911 443-553-9860 – Jonesey67@comcast.net
Objective To use my broad array of experience toprovide forwardthinkingsolutionsto a company whose
drive for successequals or exceedsmy own. If your company is seeking an experiencedleader, I
wouldappreciatetheopportunity to discussyourneedsandmy objectiveswith you. I have
twenty-five years’experience in variousCustomer Service positions.
Experience Account CoordinatorGlobal, Credit advisor
PayPal & PayPal Credit-Timonium, MD
August2015-June 2016
As an agent in global operations I was responsible for handling inbound calls from customers
worldwide about their PayPal accounts.Assistedin settingup new accounts,in addition toassisting
customer’s in addinginformation around their paymentoptions tobe usedonline. Otherduties in
globalconsisted ofresettingpasswords,andrunninga knowledge based application through vital
records to verify customer identities.As an agentin PayPalCredit, I assistedcustomers in applying
for and closing accounts. Making payments, registering disputes, fraud cases and identity theft
cases. In addition to these responsibilities I assistedmy teamlead in ru nning teammeetingsand
huddles, helped other associates with ITissues as well as generalquestions. I also was utilized by
upper managementforCustomer Service callbacks,andassistingin the trainingclasses.
ManagerAdvancedService Center
Comcast, Baltimore,MD
May 2008 –August 2014
Responsible for managingallaspectsof day to day operationsin a 50,000SF CallCenterwith
300 seats including22 Supervisors. Handling inboundand outboundcallsfor video, internetand
digitalvoice repair issues.Coachedto meet or exceed Customer Service standards as well as
developing agents and their frontline Supervisors toComcast Key PerformanceIndicators.
Continually engagingagents in their own development as well as teamsuccess. Strongverbal
and written communication skills.25 years’experience in streamliningprocessesandleading
customer focused teams within a diverseworkenvironment.Partneredwith Learningand
Developmentto establish guidelinesand processes for fast tracking agents training, nestingand
overall transition toCall Center teams.Proficient product knowledgein allaspectsof Comcast
services. Responsiblefor review and implementation of learning plans, appraisal documentsand
engagement activities. Additional focus on adherenceto schedule,attendance, and performance
metrics all impacting agents and the business-includes proactive advisory as wellas disciplinary
tracts when needed.
ManagerComcast Platinum Services
Comcast, Baltimore,MD
January 2004 – May 2008
Responsible for the day to day operations of6 AdvancedRepair FieldTechnicians, and20
internal Call Center agentshandlingservice, billing andretention of VIP customersand$300+
MRC customers in the MD/DE/RCHRegion. Successfully increasedemployeesatisfaction scores
by 37% in 12 monthsall whilekeeping employeesengaged anddevelopingtheircustomer
service skills.Creation andexecution of customer incentivesand recognition in thecustomer of

2. the month program. Drovesales growth through effective coachingandbuilding high
performingteams. Responsibleformonitoringemployee performance and Customer ServiceQC
Standards.Responsible for workingwith the Better Business Bureau,and GovernmentFranchising
authorities on all constituentcomplaints or reported concerns.
SupervisorVideo Help Desk and ConsumerAdvisory Group
Comcast, Baltimore,MD
March 1999 – January 2004
Responsible for the day to day operations ofComcast’sinternal video andinternet helpdesk.
As a help desk Supervisor I had tobe on topof all new andincomingtechnologies. Training
agentsandstaffon usageandcreatednumeroustraining documents to be usedon thefloorfor
agents. Created database trackingofinternal tickets associatedwith each line ofbusiness.
Evaluation of data tocreateprocess improvement projects. Projectmanagement ofprojects
associatedwith internal changes. Includingouterdepartment involvement,trackingand
monitoring ofinformation associatedwith theprocess improvement and continued success.
Establisheda crossfunctional teamto improve overallprocess and decreasethetotal numberof
unnecessary truckrolls.Workingto developpartnerships with other departmentsto create a
collaborativeteamand efficientsustainable processes.Developed andimplemented project
design to increasecustomer satisfaction with our fieldtechnicians.
Administrative Assistant and Invoice QC
Comcast, Baltimore,MD
June 1994 – March 1999
Responsible for handlingall fielded work orders associated with Comcast FiberUpgrade.Quality
Control and review ofall invoices associated with the fieldedwork. Created a database for
tracking allunderground andaerial replacements, alongwith any restoration or consumer
complaintsassociated with fielded work. Creation oftrackingofreplacements, andcost
associated.Budgetanalysis andinventory control.Responsiblefor allcustomer complaints
received in our Headquarters aswell as through Better Business Bureau and Government
subsidiaries.
Skills:
Customer Service
Microsoft Officeand MAC proficient
Computer Savvy
Process Improvement/Program Management
Excellent Verbal and Written Communication Skills
Employee Engagement

3. Career Development
Forward Thinking
Detail Oriented
Education Loch Raven High School 1985
Baltimore,MD
Awards 2013 Comcast Circleof SuccessSemi Finalist for employee engagement, ProductLeadership
Award,and ComcastGM Awardof Distinction.CallCenterScrubproject for avoidable truckrolls.
Completion of OneComcast Leadership program. Adjunct Trainerprojectfor Comcast Learning
and Development.Comcast Cares Day Participant 10+years
References Referencesare available on request.