Monica Jones Email & Phone Number

Lufkin, Tx, Us

Providing first line triage, diagnostic support and technical advice to customersResponding via email, chat, and phone to resolve and document incoming casesManaging expectations around resolutions and timelinesEnsuring service level agreements are met

Austin, Texas, United States

• Manage wearables & voice assistant triage teams (20+ people)• Draft & maintain processes for bug reporting & triage using GDocs & internal wikis• Incorporate team feedback into actionable improvement plans• Compile and analyze trending + aging product issues for tracking & visualization• Reproduced bugs & errors as part of triage + verifying fixes

Austin, Texas Area

・ Analyze Protoype hw & sw bug reports to determine need for Engineer or Product support・ Manually test for software & hardware prototype issues・ Assign & prioritize tasks within SLA timeframe・ Collaborate with Product teams to meet SLA & quality metrics・ Review triaged reports & perform quality audits・ Report throughput, trends, and new feature announcements・ Monitor regression flags to ensure timely build bisects for Engineering team・ Resume review & new-hire candidate screenings・ Assist in creating, updating, and delivering training materials & documentation

• Assessed game graphics & software build quality through OS & in-game testing • Executed test plans simulating common & edge case scenarios • Verified code changes in development, staging, and production environments • Communicated & documented quality issues • Troubleshooted hardware, software, and wireless connectivity issues

Austin, Texas

• Created test plans for maintenance & new feature releases• Reviewed & clarified project requirements for implementation & testability• Verified code changes with integration, UI, & regression testing for weekly deployment • Documented issues & test cases• Prepared release notes

Austin, Texas

• Case managed technical issues via email, chat, & phone• Reviewed escalated trouble tickets to determine need for developer or partner support • Created test cases to reproduce bugs & errors• Communicated defects to Development/Product team• Built & maintained ShipStation Knowledge Base articles• Build & maintained up-to-date knowledge of ShipStation’s API, database, & integrations

Austin, Texas

• Monitored call volume & aging issues • Provided agent coaching and feedback • Aided Training team in process development • Reported system issues to contact center operations • Facilitated team meetings & one-on-one call quality assessments • Created reports • Performed at or above department metrics goals

Killeen, Tx

• Took inbound calls assisting account holders• Processed payments and changes to accounts• Offered up-to-date Capital One promotional products and features

Killeen, Texas

• Process new enrollments and calculate tuition payments• Satisfy inquiries using research tools and record databases• Reconcile payment discrepancies and disbursements between institutions• Access accounts and process payments

Copperas Cove, Texas

• Manage customer accounts & offer promotional features• Handle rentals and purchases• Delegate daily tasks, i.e. maintenance, displays, returns, and inventory• Record end-of-day sales and safe deposits

Associate’S Degree, Foreign Language - Spanish

Web Development

Intensive coding course focused on creating JavaScript-based web applications using front & back end tools & technologies. Core.