Terrelcia(Kween) Jones
Conyers
Summary
Talented business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs. Talented Administrative/Customer Service Leader with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Experience as Data Analysis Specialist & Customer Support Advocate (email,chat, & phone) with 10 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
12
12
years of professional experience
Work History
Data Analysis Specialist
Wells Fargo
01.2022 - 03.2024
- Monitored and tracked compliance with legal documents and correspondence with conservators or guardians.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Corrected data entry errors to prevent duplication or data degradation.
IT Technician/Recruiter/Team Lead & Trainer
Arise/Liveops (On A Mission Communications LLC)
09.2012 - Current
- Participated in team-building activities to enhance working relationships
- Handled 100 calls per day to address customer inquiries and concerns
- Led projects and analyzed data to identify opportunities for improvement
- Recruited and hired top performers to add talent and value to department
- Cross-trained existing employees to maximize team agility and performance
- Tracked attendance and evaluated progress for assigned trainees
- Maintained office PCs, networks and mobile devices
- Patiently walked individuals through basic troubleshooting tasks
- Recovered critical information from data back ups to restore functionality
- Manage inbound call queues and tickets from clients to resolutions for PIN replacements, fraudulent transactions, dispatch requests, troubleshooting and problem escalation.
Data Entry Analyst
MAU Staffing (Bridgestone)
06.2022 - 01.2023
- Identified data entry errors and reported to necessary departments.
- Sorted documents and maintained organized filing process.
- Monitored database updates and verified for correctness.
- Verified accuracy of data before transcribing.
- Maintained files, records and chronologies of entry activities.
- Applied data entry knowledge skills to resolve indecipherable or garbled messages.
- Completed data entry tasks with accuracy and efficiency.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
Data Entry Clerk III
(Adecco) Bank Of America
04.2021 - 06.2022
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Searched, extracted and interpreted information to determine correct input procedure.
- Tracked and maintained records for department.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Maintained and processed invoices, deposits and money logs.
- Verified postings to ledgers to confirm accurate entry and account balances.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Monitored, verified and approved invoices and reviewed balances using financial software to assess balance sheet for variances.
- Scanned documents and saved in database to keep records of essential organizational information.
- Organized, sorted and checked input data against original documents.
Fraud Analyst (Bank of America)
Iconms LLC
02.2017 - 12.2019
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Noted and followed up on any unusual behavior
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Assisted customers with compromised debit cards and issued new credentials.
- Provided customer records, account statements and copies of checks.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Audit customer receipts and items in cart to mitigate theft and unauthorized removal of store products that have not been scanned.
Education
High School Diploma - undefined
Eastside High School
Covington, GA2004
Skills
- Incident Management
- Documentation, Notes, & Knowledge articles
- Coaching, mentoring, & quality matrix
- Online chat and email
- POS Systems
- Lockbox experience
- Project Management
- Billing and invoicing
- Service Desk Management & Content Moderations
- Enterprise Systems
- Recruiting, Training, Customer Support,Case Resolutions & Escalations
- SAP Proficient & SPS Proficient
- End User Support
- OneTrust
- Privacy & compliance
Technical Skills
ZenDesk, Jira, Remedy, ServiceNow, Adobe, Microsoft Office Suite
Timeline
Data Entry Analyst
MAU Staffing (Bridgestone)
06.2022 - 01.2023
Data Analysis Specialist
Wells Fargo
01.2022 - 03.2024
Data Entry Clerk III
(Adecco) Bank Of America
04.2021 - 06.2022
Fraud Analyst (Bank of America)
Iconms LLC
02.2017 - 12.2019
IT Technician/Recruiter/Team Lead & Trainer
Arise/Liveops (On A Mission Communications LLC)
09.2012 - Current
High School Diploma - undefined
Eastside High School
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