April Jones

Professional with proven experience supporting high-level executives. Skilled in managing schedules, coordinating meetings, and handling confidential information. Strong focus on team collaboration and achieving results. Reliable and adaptable, with expertise in communication, organization, and multitasking.

Background in managing office operations and enhancing administrative efficiency. Proven ability to streamline processes and improve productivity through effective leadership. Demonstrates proficiency in problem-solving in fast-paced environments.

Executive Administrative Assistant at Lima One (2018-05 – 2019-03)

• Scheduled and arranged all travel necessities for C-level executives.
• Streamlined office operations by implementing efficient scheduling systems and procedures.
• Managed executive calendars, prioritizing meetings and ensuring timely communications.
• Monthly balancing of corporate credit card account, verifying receipts were correct and all expenses were business related.
• Maintained office inventory and ordered supplies as needed on a weekly basis.
• Received and distributed all company mail.
• Answered incoming calls and transferred to intended recipients.
• Scheduled interviews and prepared meeting agendas with management candidates.
• Organized employee events outside of normal operating hours.

Office of the President at Samsung (2017-01 – 2018-05)

• Managed highly escalated cases involving customer service and/or product quality related complaints that come in through external channels such as Attorney General, Better Business Bureau, Small Claims Court, etc.
• Communicated with customers, retailers, repair centers and Executive Management Team via telephone and email to obtain a full picture of escalated situations before negotiating a resolution.
• Analyzed claims reasons, created a logic and processed to make an early decision to decrease customer escalations.
• Detected recurring situations and report them to the Executive Management Team with a potential resolution plan to offer assistance prior to it becoming a corporate level escalation.
• Provided a daily report to the corporate office of each customer escalation explaining the cause and any recommendations to correct the issue to help reduce future escalations.
• Investigated each customer's unique situation before authorizing accommodations such as exchange, refund or compensation.
• Scheduled repair services for Samsung products such as home appliances, televisions, mobile phones, laptops, etc. while following policies and procedures outlined under the manufacturer's warranty.
• Created and processed claims for Samsung product liability cases.
• Oversaw cross-functional teams to streamline operations and improve efficiency across departments.

Customer Service Representative at Concentrix (2014-09 – 2017-01)

• Utilized resources to assist members in understanding Coventry Medicare Advantage Plans including claims, accumulators, usage, balances, and coinsurance.
• Quoted benefits using coverage categories and/or CPT codes.
• Gathered any additional information needed for enrollment and/or membership issues.
• Assisted corporate trainers with new hire classes.
• Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
• Collaborated with team members to enhance service delivery and improve customer satisfaction.

Mortgage Loan Processor at The First State Bank (2009-10 – 2013-10)

• Input loan applications, prepared initial disclosures, processed and closed mortgage loans for both in-house and secondary market mortgages.
• Prepared closing documents for Construction and Home Equity Lines of Credit.
• Gathered and reviewed all loan documents needed for underwriting and approval.
• Assisted Loan Originator from pre-approval to closing of loans.
• Reviewed HMDA reports and files for audit reviews.
• Reviewed Quality Control reports by auditors and prepared a written response and resolution for each to the Board of Directors.
• Assisted Community Mortgage Network banks with closings and settlement statement reviews.
• Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
• Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.

Diploma – Spring Valley High School (2005-05)