Open to opportunities

Kadejah jones

@kadejahjones

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Customer service and escalation specialist driving retention, process improvements, and team coaching.

United States

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What I'm looking for

I am seeking a customer-focused role where I can use escalation management, coaching, and process-improvement skills to improve retention and team performance.

I am a results-driven customer service professional with progressive experience resolving escalated issues, coaching teams, and exceeding sales targets across telecommunications and financial services.

At AT&T I served as an Assistant Escalation Supervisor, improving retention and satisfaction by resolving high-level customer concerns, supporting representatives, and contributing to process improvements that reduced call volume.

Previously, I delivered accurate cardholder support at FIS VXI, consistently exceeded sales goals at Comcast, and applied consultative selling at MetroPCS, all while maintaining compliance, strong documentation, and positive customer relationships.

Experience

Work history, roles, and key accomplishments

Assistant Escalation Supervisor

AT&T

Feb 2022 - Jan 2026 (3 years 11 months)

Resolved high-level escalated customer concerns, improving retention and satisfaction; coached representatives and implemented process improvements that reduced call volume.

Customer Service Escalation Management Coaching Process Improvement Conflict Resolution Communication Time Management

Cardholder Services Representative

FIS VXI

May 2019 - Feb 2022 (2 years 9 months)

Assisted customers with credit card transactions and billing inquiries while maintaining compliance and accurate documentation, contributing to high customer satisfaction.

Customer Service Payments Processing & Compliance Data Entry Documentation Account Management Problem Solving

Customer Account Executive

Comcast

Oct 2016 - May 2019 (2 years 7 months)

Consistently exceeded monthly sales quotas for internet and cable services by upselling packages, negotiating contracts, and resolving service issues to improve retention.

Sales Account Management Upselling Negotiation Customer Retention Interpersonal Communication Product Knowledge

Sales Associate

MetroPCS

Mar 2014 - Oct 2015 (1 year 7 months)

Applied consultative selling to identify customer needs, promoted products and offers to drive revenue growth, and participated in trainings to improve sales performance.

Retail Sales Consultative Selling Product Promotion Customer Engagement Time Management Communication