Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Shanice Jones

Barry,Vale of Glamorgan

Summary

A highly motivated and adaptable professional with a strong background in customer service, collections, and quality assurance. Adept at problem-solving, coaching, and ensuring compliance with regulatory standards. Passionate about continuous improvement, training, and mentoring individuals and teams to perform at their best. Recognised for excellent communication skills and the ability to build strong relationships with both customers and stakeholders.

Overview

3
3
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

Quality Assurance Officer

Capital On Tap
Cardiff, Cardiff
03.2024 - Current
  • I conduct multi-channel audits (voice, email, chat) ensuring that agents are compliant while maintaining excellent customer experience.
  • I provide real-time live feedback and coaching to agents enhancing their performance.
  • I utilise data analysis to identify trends and implement improvement solutions, in the form of training and mentoring individuals and teams to enhance overall performance and service quality.
  • I foster relationships with key stakeholders to drive continuous development within my department.
  • I stay updated on business and regulatory changes to refine coaching and feedback strategies, ensuring I am giving accurate and factual feedback at all times.

Collections Advisor

Capital On Tap
Cardiff, Cardiff
03.2023 - 03.2024
  • I assisted customers facing financial difficulties by creating tailored repayment solutions ensuring they were getting the best possible support,
  • While ensuring I kept the Company compliant with GDPR, FCA, and FDCPA regulations.
  • I resolved customer disputes, complaints and provided empathetic financial guidance when required ensuring they had a smooth customer journey,
  • In addition to my role, I improved email management efficiency, reducing a six-month backlog of emails that had fallen into the Spam Folder within two weeks, ensuring all the customers had responses as soon as possible.

Billing and Collections Advisor

British Telecom
Cardiff , Cardiff
01.2022 - 03.2023
  • I assisted customers with billing issues and payment difficulties with professionalism and empathy ensuring they were getting the best possible support,
  • While ensuring I kept the Company compliant with GDPR, FCA, and FDCPA regulations.
  • I provided coaching, to new team members to support their development.
  • Conducted training sessions to improve team efficiency and service delivery.

Education

AS Level - Graphic Design

Cardiff and The Vale College
Cardiff
09.2020 - 07.2021

A-Levels -

Barry 6th Form
Barry, Vale of Glamorgan
09.2018 - 07.2020

GCSEs -

Bryn Hafren
Barry, Vale of Glamorgan
09.2013 - 07.2018

Skills

  • Quality Assurance & Compliance
  • Customer Service & Support
  • Coaching & Mentorship
  • Training & Development
  • Conflict Resolution & Negotiation
  • Data Analysis & Trend Identification
  • Financial Assistance & Collections
  • Multi-Channel Communication Auditing

Certification

  • Be There Online Mental Health Course - Born This Way Foundation,
  • ChatGPT for Beginners: Using AI for Market Research - Coursera,
  • Root Cause Analysis Getting to the Root of Business Problems - Birdify,
  • Introducing British Sign Language - Online British Sign Language,
  • 5 Day Coding Challenge - Code Institute,

References

References available upon request.

Timeline

Quality Assurance Officer

Capital On Tap
03.2024 - Current

Collections Advisor

Capital On Tap
03.2023 - 03.2024

Billing and Collections Advisor

British Telecom
01.2022 - 03.2023

AS Level - Graphic Design

Cardiff and The Vale College
09.2020 - 07.2021

A-Levels -

Barry 6th Form
09.2018 - 07.2020

GCSEs -

Bryn Hafren
09.2013 - 07.2018

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Shanice Jones