Toni Jones Email & Phone Number

Kilgore, Texas, United States

United States

Longview, Texas Area

Longview, Texas Area

• Educate and advise customers on Regions Consumer and Business products and services including all loan and deposit types• Ensures safe and sound banking practices including adherence to all applicable laws and regulations• Provides a consistent optimal customer experience, including handling customer’s transactional needs including processing teller transactions such as deposits, withdrawals and payments• Identifying customer needs and providing appropriate guidance and perspective about Regions solutions• Supports branch and fellow team members with achieving goals by assisting with basic tasks to aid in customers problem resolution • Perform audits and daily reports• Backed up and assisted Head Teller with maintaining vault cash flow (including ordering cash, completing incoming and outgoing shipments, balancing and auditing vault and teller line• Responsible for keeping branch in compliance with all bank policies, updates and promotions• Ownership and resolution of customer issues•Notary •Life Agent- Texas Department of Insurance

Longview, Texas Area

• Filed State & Federal regulatory Business Filings for Two Telecom Businesses• Over saw the Daily Operations of both businesses• Managed Three Remote Technicians daily activities• Updated and Maintained Customer Records for both businesses• Accounts Receivable and billing clerk for both companies• Maintained 911 Database for Ohio and Minnesota telephone directory• Developed Training guides and best practices for Customer service position• Performed account maintenance, billing analysis, account escalations to find the appropriate solution• Researched Bankruptcy Filings and provided information for new acquisitions • Researched Telecom Industry changes to maintain company compliance

Longview, Texas Area

•Processing Customer Payments•Fielding Customer Inquiries/Troubles•Coordinating with offices that are not local to resolve Customer Complaints•Help to manage offices Out of State Offices with up to 5 personnel•Maintain immaculate Customer Records•Maintain and Update Billing and Customer Spreadsheets•Maintain Company Social Media Presence•Microsoft Office (Excel, Office, Publisher, Power Point, Etc.)•QuickBooks•Multi-Line Phone•Payment Processing•Great Phone Voice and Fantastic Customer Service skills

Longview, Texas Area

• Automated and maintain routing of customer service requests to ensure service levels are met• Monitored and analyze service levels to optimize productivity and efficiency• Conducted monthly quality performance audits to ensure company standards are achieve.• Project managed special projects and escalations to improve the customer experience• Motivated a team of 25 representatives to hit and exceed quota• Solicited and collected monthly NPS Surveys • Experienced with ad hoc query using SQL to pull information from data warehouse and BISWEEP to analyze team performance• Prepare and disseminate timely and accurate reports to management• Trained and mentored new hires to decrease ramp up time• Subject matter expert and provided written communication to foster clear understanding of policy and guidelines

Longview, Texas Area

• Coordinated customer and Sales team training processed orders and provided quick and concise account support• Project managed ALLTEL Migration to create a smooth transition of customers to Verizon• Project managed Implementation Business support and developed guidelines to streamline onsite Business support• Analyzed and prepared audits for Business Sales Team• Performed account maintenance, billing analysis, account escalations to find the appropriate solution• Developed interactive training guide to decrease the learn curve of new hires• Founded the Business Sales Associate NPS in 2013 to track and standardize quality standards• Maintained and exceeded sales quota above 150%• Achieved award of Top Business Sales Associated 2012 and 2013

Longview, Texas Area

• Projected Managed multiple B2B events South Texas Golf Event, Wireless Technology Innovation Awards, West TX Mobility, VITO program and Workshops to ensure success of the B2B sales team• Submitted several innovative ideas that received top idea in 2013.• Trouble-shooting to assist with system issues identified by SFA-OM, SFA-CM, SFA-DM, ECPD, CMS & SED users and work with the South Area systems leads to resolve. • Communicate upcoming systems enhancements to B2B Team & solicit feedback. • Develop value-added reports including both regularly scheduled and ad-hoc reporting to identify areas of opportunity.• User Acceptance Training (UAT) for B2B systems (includes but are not limited to SFA-OM, ACSS, CMS). • Facilitate instructional/explanatory webinars as needed.• Standardization and implementation of channel processes, policies and procedures consistent with the area strategy.• Compliance & Activity Reporting to help remove obstacles and streamline sales process• SMB Team Support & Trainings• Solid understanding of Verizon Wireless business practices, procedures and systems• Strong written and oral communications skills• Organizational skills and efficient time management skills• Excellent customer service skills, ability to work well under pressure and handle high work volumes • Strong knowledge of product/project planning and analysis concepts, methodologies, tools, standards and procedures.• Exceptional Microsoft Excel and Power Point skills• In-depth knowledge of B2B Systems, business processes, and VZW product / service offerings.

Longview, Texas Area

• Maintained inventory and preformed audits to ensure accurate billing of merchandise• Provided customer service support for 25+ line business and Government accounts• Subject matter expert on systems used to support sales and customer base• Primary point of contact for 100 + line accounts in East Texas and Louisiana area to focus on reducing churn, driving renewals to increase growth• Provided support and training to the customer base and sales team surrounding current products, solutions and promotions. • Routinely assisted with trade shows, golf tournaments, and customer related events to drive sales• Awarded the Top Key Account Rep in 2007 – 2009.

Longview, Texas Area

• Provided one call resolution for retail customer billing inquiries, account maintenance, and new service• Identified ways to increase member retention, reduce churn• Analyzed customer needs to present value-added solutions• Escalation lead to resolve difficult customer issues to create a positive customer experience• Manage and compiled team stats • Monitored call flow to increase productivity• Developed team trainings on products and services to ensure best practices for up selling• Continually achieved 100% quality on calls and awarded Quality Club Award in 2005 & 2006

Longview, Texas Area

• Proactively acknowledged, greeted and assisted customers in the store with their needs • Provided recommendations and alternative options to generate sales and address customer needs• Merchandised, stocked and replenished the selling floor• Monitored inventory received to ensure products matched the required quality and quantity to prevent loss prevention issues• Handled cash, checks and credit card transactions and managed register in accordance with POS guidelines • Met and exceeded business sale target every month after the first 30 days

Longview, Texas Area

• Customer service representative for CompuServe and AOL billing and AOL Tier 3 tech support• Worked as Lead for all three departments to help resolved escalated calls and maintain call flow• Resolved product or service problems by clarifying the customer’s complaint • Provided customers with a basic understanding of systems so that they can enjoy the service• Repetitively maintained a high level of first call resolution and call quality.

Bachelor Of Technology (B.Tech.), Project Management, 3.9

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, 3.5

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, 3.5

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General, 3.5