- Natalie Jones has over 15 years of experience in customer service roles in financial services, telecommunications, and equipment components industries.
- She has a background in lead-level responsibilities including team training and starting up new operations.
- Jones possesses strong follow-up skills as shown by her success in customer retention, account expansion, and satisfaction.
Detail-oriented IT professional with 10+ years of experience as a hardware/software support specialist and systems/network technician. Skilled at operating in a wide range of platforms. Excellent written and oral communication skills; capable of explaining complex software issues in easy-to-understand terms.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
Detail-oriented IT professional with 10+ years of experience as a hardware/software support specialist and systems/network technician. Skilled at operating in a wide range of platforms. Excellent written and oral communication skills; capable of explaining complex software issues in easy-to-understand terms.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
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