Shanique Jones Email & Phone Number

Wilmington, Delaware, United States

Philadelphia, Pennsylvania, United States

✓ Implement strategic campaigns to recruit, organize, and engage a broad volunteer base through workshops, using digital tools (GetThru, Mobilize, EveryAction) to produce high-quality materials and support goals.✓ Train members on base building and develop a leadership committee skilled in organizing and facilitation, leveraging in-depth knowledge of organizing and risk management to strengthen the community.✓ Conduct 1-on-1s with key leaders and supporters to tailor strategic planning and community-building strategies, ensuring a detailed and accurate understanding of their needs.✓ Communicate effectively with a volunteer leadership committee to refine and succeed in organizational campaigns; facilitate in-person and virtual Zoom workshops using tech, slides, agendas and delegation of roles.

Philadelphia, Pennsylvania, United States

✓ Recruited and developed leadership among Black nannies, caregivers, and housecleaners, organizing them around workplace issues and mobilizing for advocacy events through strategic campaign development.✓ Facilitated monthly Zoom meetings to engage volunteers effectively, using strong communication and writing skills for recruitment and mobilization efforts in community advocacy.✓ Drove volunteer participation in advocacy efforts, employing strategies to build a volunteer-centered organization and ensuring diverse participation through ongoing recruitment and engagement.

Newark, Delaware, United States

✓Received a high volume of calls from customers regarding fraudulent charges ✓ exhibited ability to thrive under pressure completing tasks and producing high-quality results within a fast-paced environment.✓ Provided support and work cross-functionally with other business units to create and execute fraud prevention policies applying in-depth knowledge of the cards business and risk management concepts as well as an understanding of financial crimes, in particular cyber fraud means and threats. ✓ Conducted investigations to identify instances of fraud and investigated fraud; verified activities and provided analytical data to support decisions.✓ Interviewed individuals affected by fraud activities and ensured all factors are included in the investigation using a high level of detail and accuracy.✓ Analyzed large data sets, write statements and reports, make complex investigative decisions, and communicate effectively with immediate supervisor reporting risk information and findings.

West Chester, Pennsylvania, United States

✓ Answered incoming calls and maintained a positive, empathetic, and professional attitude at all times even when communicating with more difficult customers. ✓ Effectively listened to customer queries patiently around warranty, product usage, etc., and at times coordinated with other internal departments to find solutions and resolve matters.✓Maintained follow-up with customers to ensure they are satisfied and if in need of further assistance; used opportunity to upsell and share benefits of additional products as well.

Wilmington, Delaware, United States

✓ Provided professional support to junior associates assisting with resolving more complex customer issues by uncovering customer needs using open-ended questions, building trust and confidence and maintaining top-level customer satisfaction standards.✓ Mentored and trained new associates in their first 90 days with the focus on striving for first-call resolution and taking true ownership of customer needs and issues.✓ Performed multiple tasks using strong business judgment, leadership and integrity; achieved job proficiency and consistently met performance goals. ✓ Navigated multiple systems (Avaya, AWS/Amazon Phone System, DOS programming) using technical skills to service customer accounts or troubleshoot their questions and issues.✓ Guided customers through the online application process and took an active role in educating customers about company products and services.

Unite Here Local 2262, New Orleans, LA (2011-2015)VOLUNTEER LEAD ORGANIZER (Worked with the core team to organize Harrah’s Casino and Hilton Riverside. Identified, recruited, developed and led workers, leaders and key volunteers.)Unite Here International, Washington, DC (2008-2011)BOYCOTT ORGANIZER, ORGANIZING INTERN (Assisted in organizing hotel and food service workers at multiple locations. Organized companies to pull business away from hotels with labor disputes. Organized Picket Lines and other actions. Fostered a community atmosphere between workers, students and interns.)Philadelphia Weekly Newspaper, Philadelphia, PA (2007-2008)EDITORIAL/MARKETING INTERN (Conducted street interviews, factchecked articles before printing, composed arts, and entertainment articles, and advertised Philadelphia Weekly at various events throughout the city.)