Parrish Jones
Kings Mountain
Summary
I am an successful Senior Client Service Associate with 7 years of experience addressing customer requests and concerns. I also have a background in Data Analytics and UAT by immersing myself in different projects within the company. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
Work History
Senior Client Service Associate
London Stock Exchange Group
10.2019 - Current
- Liaise with clients directly to help understand and resolve their queries, take ownership of the queries, and ensure that they are coordinated among departments, escalated as necessary, and dealt with in conjunction with SLAs and expectations.
- Extracts data (historical time-series, constituents, performance) on a bespoke basis upon client request. Manipulates data and presentation in Excel, PDF, PowerPoint etc.
- Supports the Sales team with new and existing FTSE clients. This involves assisting with day to day queries and product support.
- Use tools such as SQL and Power BI and Salesforce to retrieve data from within databases and provide that information to clients if necessary.
- Used advanced Microsoft Excel and XLOOKUP/VLOOKUP function to efficiently create pivot tables and pivot reporting.
- Develops and maintains testing processes while also thinking creatively to leverage ideas for process improvement.
- Collaborate with Business and Technology teams to identify and implement Business Process testing improvements that will be applied to other program teams.
Claims Resolution Specialist
Acosta Sales & Marketing
05.2017 - 09.2019
- Trains and mentors Claims associates on validating and clearing claims in accordance with Acosta, client and customer policies and procedures.
- Assumes supervisory responsibilities in the absence of the Claims Resolution Supervisor.
- Assists the Claims Resolution Supervisor by assuming additional responsibilities as needed.
- Processes claims for key complex customers and assists in onboarding new clients.
- Uses advanced problem solving and analytical skills to research problem claims and assess the reason they cannot be completed.
- Works with Claims Resolution Analysts, sales, clients, customers and the management team to identify the root cause and resolve claims issues to increase quality, efficiency and prevent future errors.
- Maintains a high level of proficiency in Acosta, client and customer systems, policies and procedures for assigned clients and adheres to them when processing claims.
- Communicates with clients and customers on a regular basis and provides value add solutions
- Makes the final decision on claims validity for assigned claims and clears valid claims correctly and in accordance with Acosta and client policies and procedures.
- Communicates with clients and customers on a regular basis and provides value add solutions and discuss defect issues with sales, clients, customers, and management team and works with them to address the root cause
Education
Bachelor of Science - Liberal Studies With Concentration in Business
North Carolina A & T State University
Greensboro, NC05.2015
Skills
- Customer Service
- Excellent communication
- Strong interpersonal skills
- Effective problem-solving
- Attention to detail
- Time Management
- Organized
- Analytical
Timeline
Senior Client Service Associate
London Stock Exchange Group
10.2019 - Current
Claims Resolution Specialist
Acosta Sales & Marketing
05.2017 - 09.2019
Bachelor of Science - Liberal Studies With Concentration in Business
North Carolina A & T State University
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