Nadia Jones
Spectrum
Charlotte,NC
17
years of professional experience
Customer-focused professional with over 7 years of experience in account management and operations. Skilled in resolving complex account issues and enhancing customer satisfaction while managing billing inquiries and daily operations in fast-paced environments. Demonstrates high performance and fosters team collaboration to achieve organizational goals, leveraging strong interpersonal skills and operational acumen to support customer-centric initiatives.
Work History
Account Management Bridge Progress Partner
4 Years 7 Months- Manage 30+ real-time chat interactions, apply business practice standards, and leverage Copilot resources to support responses.
- Deliver real-time floor support to surface knowledge and information gaps and communicate issues to bridge supervisors to support coaching and bridge enhancement.
- Provide mobile floor support to agents during high-volume and technical issue periods.
- Manage end-to-end customer account activities, including billing inquiry resolution, service upgrade facilitation, and retention solution implementation to strengthen customer loyalty.
- Investigate root causes, develop resolutions for complex customer issues, and ensure compliance with company standards to support high satisfaction ratings.
- Deliver product and account education to customers, explaining promotion details and available account options.
- Capture interaction details accurately and ensure timely documentation completion aligned with established performance metrics.
- Advised teams on process improvements, policy adherence, and customer-focused solutions.
Assistant Store Manager
4 Years 2 Months- Managed cash handling, deposits, and loss prevention procedures.
- Maintained merchandising standards and compliance to enhance overall store presentation and customer satisfaction.
- Assisted in scheduling and providing performance feedback to align team efforts with sales goals.
- Supervised store operations, ensuring customer service standards, merchandising execution, and daily task completion.
- Trained and coached associates on register procedures, stocking expectations, and safety compliance.
Community Support Assistant
4 Years- Managed intake and facilitation of affordable housing and community resource applications to improve access to essential services.
- Provided guidance to families on documentation and eligibility requirements, ensuring accurate completion and compliance throughout application process.
- Explained documentation requirements and eligibility criteria to clients throughout application process.
- Partnered with agencies and case workers to streamline communication and service processes for families in need.
Education
Associate of Arts - Some College Coursework
No Degree - Business And Managerial Economics
Skills
Billing resolution
Client Relationship Management
CRM Systems
Call Center Operations
Collaborative team management
Resolution strategy development
Client retention initiatives
Microsoft Office proficiency
Effective communication
Accomplishments
- Rep 3 Level Up (Spectrum)
- Promoted to Bridge Progress Partner (Spectrum)
- Silver and Bronze Winner
- Promoted from keyholder to Assistant Store Manager (DG)
Timeline
Account Management Bridge Progress Partner
Spectrum
03.2022 - CurrentRead More
Assistant Store Manager
Dollar General
06.2017 - 08.2021Read More
Community Support Assistant
ENY Urban Youth Nonprofit Organization
06.2009 - 06.2013Read More
Community College of Rhode Island
Associate of Arts from Some College Coursework
Read More
New York City College of Technology (City Tech)
No Degree from Business And Managerial Economics
Read More