Sullivan Jones Email & Phone Number

Plano, Tx

Plano, Texas, United States

* Collaborating with Agile development team to ensure timely testing of new features and capabilities as per monthly software releases. * Capturing and refining user stories from business stakeholders and drafting appropriate test case scenarios for feature testing. * Leading a team product and software feature testers in facilitating test execution in UAT test environment. * Working in cross-functional capacity with Business and IT stakeholders to develop effective test plans for product enhancement and feature releases.* Plan, script, execute, and monitor testing activities to prevent defects from entering production.* Leading the preparation of multi-tenant test environments and infrastructure.

Plano, Texas, United States

Delivered incident management to Field sales groups for Financial and Contact Management systems. Drafted Sales Technology communications such as FSBs and SOPs for Field Groups to better understand new processes and initiatives. Fostered relationships and collaboration with internal and external sales, technology and vendor groups to improve end user experience.

Plano, Texas, United States

Served as primary point of contact for Toyota and Lexus Guests, Dealers and Vendors in regards to Toyota Entune/Lexus Enform, Telematics and other vehicle technology issues. Conducted real-time research and issue analysis of provided client data in order diagnose, troubleshoot, and resolve vehicle technology related concerns for clients at a 95% resolution rate. Utilized excellent communication skills to explain complex vehicle and application functionality to Guests, Dealers and 3rd Party Vendors, in order to contribute to an over 80% brand satisfaction rate. Cross-functional collaboration with other internal teams to provide recommendations for business process improvements. Judicially used internal and external resources and systems to resolve all issues in a timely manner in a fast-paced environment, closing an average of 25 technology-related cases daily.

Plano, Texas

Reviewed and assessed escalated warranty, out-of-warranty, and customer satisfaction cases for resolution consistent with company, state, and federal guidelines. Creatively used Lexus resources to review and resolve Guest issues promptly and efficiently. Evaluated Guest concerns and initiate communication with Dealers, Regional Offices, and third party entities. Provided Field and Dealer support in issue resolution for Guests. Effectively generated resolutions through detailed research of internal and external customer data, achieving a balance of quantitative and qualitative approaches to decision making to each case reviewed. Provided amazing Guest experiences through exemplifying the Lexus Brand. Stayed abreast of company changes and market trends, so as to provide an accurate and clear resolution to every case.

Dallas, Texas

Developed and maintained target customer database for my geographic and vertical line of businessIdentified potential customer logistical requirements prior to developing a proposal for servicesCrafted sales pitches for target customer profilesIncreased sales through concentrated marketing and sales effort by 10% since August 2016.Implemented marketing strategies which resulted in 12% growth of customer base. Initiated two key partnerships which resulted in 54% revenue growth.

Jackson, Mississippi Area

Ensured 100% on time project completion, within scope and total spend.Assisted customers in the definition of gutter projection scope and objectives, involving all relevant homeowners, property managers, and real estate investors and ensuring financial feasibility.Maintained detailed project plans to monitor and track progress, reporting to and escalating to management as needed.Handled conflicts by demonstrating leadership and appropriate decision making competencies within the resources (direct or indirect) assigned to the project effort.Created and maintained comprehensive project documentation. Invoices, proposals, staffing, marketing, vendor management by internal tools to automate as much of the process as possible, while maintaining a willingness to perform manual analysis to deliver key information in a timely fashion.Assisted in the development, completion, and promotion of project management best practices and utilization of tools for all stages of the gutter and roofing aspects and project life cycles.

Jackson, Mississippi Area

Developed base for long-term sources of clients by using referrals, occupational, and special-interest groups to compile lists of prospects.Approached potential clients by utilizing mailings and phone solicitation; making presentations to groups at company-sponsored gatherings; speaking publicly to community groups on the subject of financial well-being.Determined clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals.Obtained underwriting approval by completing application for coverage. Completed sales experience by delivering policy; planning future follow-up visits and evaluations of needs.

Madison, Ms

Demonstrated listening and analytical skills, with the ability to obtain key information and resolve complex service problems with first interaction resolutions.Troubleshot Windows, Mac OS, browsers, personal web pages, network connectivity issues, email servers and website access.Troubleshot digital phone service and features.