Natalie Jones

123 B Meadow Place

Cheektowaga, NY 14225716-250-8846

nadiraasha@yahoo.com

SUMMARY Customer service professional with 15+ years of experience in financial services, tele-

communications and equipment components Background includes lead level responsibility, team training and start up operations Possess superior follow up/follow through skills as reflected in high customer retention,

account expansion and satisfaction Creative support professional with a record of increased responsibility and attention to

detail PC proficient with all Microsoft applications and proprietary software systems

Professional Experience

Pfannenberg Inc, Lancaster, New York (6/12 _ Present)Inside Sales/ Customer Support Responsible for processing new thermal management, and signaling orders for existing and

new customers Worked along with Logistics to insure timely delivery via various freight companies in

continental US Ensure workflow daily from department inbox and distribute to team Served as communications liaison between departments and external customers to resolve

data discrepancies Assisting Regional Sales Managers and Sales Rep with customer retention and cross-selling

of products

UPS, Cheektowaga, New York (7/11 – 9/11)Contract for YOH Services Accounting Associate Compiling a database of UPS customers for the Going Green process Updated all contact information for Canadian and US customers into UPS Theta database

Bank of America, West Seneca, New York (2/11- 2/11)Contract for CSI Companies Home Retention Specialist, Collector I

Assisting customers experiencing financial difficulties with delinquent home Resolved late stage delinquencies thru inbound/outbound collection calls Review delinquency patterns and negotiate payment arrangement and offering different

options via workout plans Daily scorecard with stats consistently in top three of team

Customer Service GMAC Loan Resolution, Amherst, New York (8/09-5/10)ICT Group Escalation Rep, assisting phone reps with elevated issues regarding modification of

mortgages and various customer inquires Assisted mortgage customers with loan modification application and status, advised on

payments and special arrangements Compiled all documents for borrowers

Customer Service Specialist, Rochester, New York (5/06- 8/07)Matrix Business Technologies

Assistant Supervisor of department with daily billing issues w/customers, supporting management and internal technicians

Assisted Network Operations with issuance and updates of repair tickets Proficient in CCM database Resolved customer billing issues, ordered/cancelled new service

PortOut Provisioner, Rochester, New York (4/02-2/06)One Communications

Responsible for end to end coordination of port outs and loop disconnects for the entire Midwest and Northeast regions

Senior Rep in department, helped train all new hires and assisted in implementation of all new process and procedures for department

EducationErie Community College, Buffalo NY 1994 AAS in Liberal Arts/Psychology

Honors: Deans List ECC, Leadership Club, Vice President Student Gov’tWho’s Who in High School Students