This document contains contact information and a resume for Jennifer Lynne Jones. She has over 10 years of experience in customer service roles, including as a damage claims manager and order processing lead. Her qualifications include typing skills, intermediate Excel skills, and strong customer service and problem solving abilities. She is currently enrolled in an online business management program.

1. Jennifer Lynne Jones
1981 Catline Circle
Navarre, Fl. 32566
M: 850-586-0991
Jennjones1979@yahoo.com
Professional Profile
I’m a hard-working individual who enjoys challenges and learning new things. Intermediate Excel
Knowledge with the ability to create formulas and pivot tables.
Qualifications
 Type 58 – 61 Words per minute
 Intermediate Excel Experience
 Great Customer Service Skills
 Researcher
 Negotiator
 System Improvements
 Forward-thinking mindset
 Strong Initiative
 Resourcefulness
Relevant Experience
Customer Service
 Promoted to Order Processing Lead after 7 months of employment.
 Promoted to Damage Claim Manager are 12 months of employment.
 Helped to develop the Damage Claims Department to work more proficient for the customer
and the tech offices
 Calmed, researched, and rapidly resolved customer, tech office, and client conflicts to prevent
further escalations that may go to the media or court
Experience
Advanced Communications, Inc. Mary Esther, Florida
October 2014 to Current
Damage Claims Manager/Installations Lead
 Investigate damage claims in which the customers have stated damages that was
caused by a technician during the installation.
 Dealing with highly escalated customers and having the ability to keep calm and
speak to them to help them be more understanding of the process.
 Investigate claims by obtaining information and evidence.
 Work closely with customers and tech offices during the claim process.
 Provide resolution to the customer.

2.  Letters regarding approval or denial of the claims.
 Produce reports and documentations requested by Upper Management showing
trends with Damage Claims and Escalations.
 Assist with any reports that are needed to show growth or decline within the
company.
 Can complete my work along with helping another co-worker when
they are unable to complete their duties or are needing assistance when they are getting behind
Order Processing Representative and Customer Service Representative
February 2013 to October 2014
 Received phone calls from sales representatives and customer regarding DirecTV service
 Sign up customers for DirecTV services while advising them of packaging, pricing, and set them up for
an installation date and time
 Receive calls from customers regarding questions and issues with their services. Troubleshoot and
attempt to resolve their issues in the best possible way
 As the Order Processing lead, I was responsible for supervisor calls, calming escalated customers,
ensuring the CSRs were following processes to ensure a proper resolution
Childcare Network Gulf Breeze, Florida
November 2010 to December 2012
Teacher
 Ensure the safety of multiple children within the childcare system
 Teach the children based off a curriculum provided for their age
 Develop projects and ideas to ensure the children enjoy learning
 Provide breakfast, lunch, and snacks
Education
Argosy University June 2015 to Current
Business in Organizational Management
 Currently Enrolled in Full Time Online Classes
 Dean’s list for 4 Semesters
 Current Cumulative GPA 3.42
Marysville High School Graduation Year: 1998
 Junior and Senior Class Treasurer
 FFA Treasure during sophomore year and President during junior year
 JROTC, Rifle Squad, and Color Guard
 Foreign Language: American Sign Language
References:
 Patricia Leonard – InstallationsSupervisor, Advanced Communications 850-418-7901
 Olivia Jimenez – Reports Specialist, Advanced Communications 224-436-6038