Monica Jones
Charlotte,NC
Summary
Highly motivated and detail-oriented Customer Service Associate Manager with over 6 years of experience in customer service management, quality assurance, risk and control oversight, and process improvement. Demonstrates strong leadership, organizational, and communication skills with a proven ability to supervise teams, implement policies, and enhance customer experience. Skilled in risk assessments, mapping procedures, and control monitoring to drive compliance and operational efficiency. Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
8
8
years of professional experience
Work History
Customer Service Associate Manager
Wells Fargo & Company
01.2023 - Current
- Supervise Customer Service Representatives in internal/external customer inquiries, complaints, and dispute resolution, ensuring timely completion, quality, and compliance.
- Identify opportunities for customer service improvement, policy enhancement, and risk control development.
- Oversee Risk and Control Self-Assessments (RCSA) and align procedures with compliance requirements.
- Map processes and controls to support audit readiness, accountability, and efficiency.
- Make daily supervisory and tactical decisions regarding customer concerns, colleague support, and staffing needs.
- Collaborate with internal partners and relationship managers to ensure customer satisfaction.
- Manage resource allocation (people and financials) to meet operational goals.
- Mentor and guide direct reports in career development and support hiring initiatives.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
Service Delivery Manager
Chime Solutions INC.
07.2020 - 01.2023
- Supervised and mentored Customer Service Representatives, addressing internal inquiries and complaints.
- Led call monitoring and quality assurance to identify skill gaps and performance opportunities.
- Consistently met and exceeded key performance metrics including customer satisfaction and call resolution.
- Designed coaching strategies and development plans for staff progression.
- Conducted performance reviews and developed targeted improvement plans.
- Implemented initiatives that enhanced employee motivation, retention, and productivity.
Service Delivery Consultant
Chime Solutions
11.2019 - 07.2020
- Designed and implemented streamlined service delivery processes across multiple departments.
- Consolidated five disparate service systems into a unified platform to boost efficiency.
- Delivered quality assurance programs to ensure timely and high-quality solutions.
- Collaborated with cross-functional teams to plan and execute service delivery initiatives.
Customer Service Representative
Continuum Analytics Inc
09.2018 - 11.2019
- Provided professional support by accurately assessing customer needs and delivering prompt solutions.
- Earned multiple awards for quality service, customer renewals, and issue resolution.
- Maintained customer records using Siebel CRM Software.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Advocate
Conduent
10.2017 - 09.2018
- Handled inbound calls with a focus on customer satisfaction and relationship building.
- Scheduled appointments, updated customer data, and supported sales/installation teams.
- Managed office inventory and completed clerical tasks for efficiency.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Southern Nash High School
Bailey06.2012
Skills
- Risk & Compliance
- Risk & Control Self-Assessment (RCSA)
- Control Testing & Monitoring
- Audit Preparation & Compliance Documentation
- Policy & Procedure Development
- CRM Platforms (Salesforce, ServiceNow)
- Data & Reporting
- Microsoft Excel (Advanced: Pivot Tables, Dashboards)
- Microsoft PowerPoint (Executive Reporting)
- Tableau/Power BI
- Workforce & Talent Management
- Workforce Management Tools (NICE, Aspect WFM)
- Talent Development & Performance Tracking
- Coaching & Mentorship Frameworks
- Communication & Collaboration
- Microsoft Teams, Outlook, SharePoint
- Product knowledge
- Employee management
Timeline
Customer Service Associate Manager
Wells Fargo & Company
01.2023 - Current
Service Delivery Manager
Chime Solutions INC.
07.2020 - 01.2023
Service Delivery Consultant
Chime Solutions
11.2019 - 07.2020
Customer Service Representative
Continuum Analytics Inc
09.2018 - 11.2019
Customer Service Advocate
Conduent
10.2017 - 09.2018
High School Diploma -
Southern Nash High School
Core Competencies
- Risk & Control Self-Assessment (RCSA)
- Policy & Procedure Development
- Customer Experience & Dispute Resolution
- Process Mapping & Workflow Documentation
- Quality Assurance & Compliance
- Cross-functional Team Leadership
- Data Analysis & Reporting
- Coaching, Mentoring & Talent Development
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