Veronica Jones

Results driven professional with over nine years of experience supporting operations, leadership, and customer focused environments. Proven ability to manage daily workflows, coordinate teams, maintain compliance, and handle confidential documentation with accuracy and care. Recognized for strong communication skills, reliability, and the ability to perform effectively in fast paced settings while supporting both people and processes.

Well suited for administrative, operations, healthcare support, and remote roles.

Lifestyle Coordinator - Greystar

(2025-02)

• Welcome prospects, residents, and visitors; ensure a comfortable, professional front-office experience; assist with property tours as needed; and maintain presentation standards across leasing and amenity areas.
• Manage high-volume front desk and phone operations by routing calls to appropriate team members, completing service request callbacks, and coordinating guest suite reservations, move-ins, and move-outs through elevator and loading dock scheduling.
• Oversee package delivery operations, accurately documenting arrivals and notifying residents within established timelines while maintaining accountability and organization.
• Plan, promote, and execute resident lifestyle programs and events; create monthly calendars, newsletters, and marketing materials; monitor lifestyle communications; collaborate with vendors and local businesses; and contribute to budget planning and resident retention initiatives.

Customer Experience Representative - DraftKings - Remote

(2023-12)

• Provided high-volume customer support through chat, email, and ticketing systems, resolving complex account, wagering, and transaction-related issues with speed and accuracy.
• Reviewed account activity, payment history, and system alerts to identify issues, prevent errors, and ensure accurate resolution in accordance with platform policies.
• Applied knowledge of gaming regulations, responsible gaming practices, and internal compliance standards when assisting customers and addressing sensitive account matters.
• Maintained detailed, quality-focused case documentation and partnered with internal teams to escalate and resolve advanced issues, improving resolution time and customer experience.

Client Experience Representative I - Unum Group - Remote

(2018 - 2023)

• Resolved policy and billing inquiries for health, life, and group benefit plans by clearly explaining coverage, premiums, eligibility, and benefit provisions.
• Processed member and agent requests including stop payments, billing adjustments, coverage changes, and account updates, ensuring accuracy and compliance with benefit and regulatory guidelines.
• Provided professional, empathetic support to members and agents via phone and email, addressing sensitive benefit and financial questions with clarity and care.
• Utilized multiple benefits administration systems to research accounts, document interactions, and complete transactions while consistently meeting quality, accuracy, and productivity standards.

Executive Administrative Assistant - The Hive Experience, LLC - Virginia Beach, VA

(2016 - 2019)

• Provided high-level administrative support to senior executives by managing complex calendars, scheduling meetings, coordinating travel arrangements, and preparing agendas and briefing materials.
• Handled confidential correspondence, reports, and executive communications with discretion while prioritizing competing deadlines in a fast-paced environment.
• Coordinated cross-functional meetings and projects, tracked action items, and served as a liaison between executives and internal and external stakeholders.
• Maintained organized records, managed expense reports, and streamlined administrative processes to improve efficiency and support executive decision-making.

Diversity and Inclusion Specialist - Zappos.com - Las Vegas, NV

(2013 - 2016)

• Developed and implemented diversity, equity, and inclusion initiatives across recruitment, retention, and employee engagement programs to foster an inclusive workplace culture.
• Collaborated with HR, leadership, and cross-functional teams to identify gaps in representation, address systemic barriers, and enhance equitable policies and practices.
• Conducted training, workshops, and awareness programs on unconscious bias, cultural competency, and inclusive leadership to increase employee understanding and participation in DEI initiatives.
• Monitored, measured, and reported on DEI program effectiveness, employee engagement metrics, and compliance with corporate diversity goals, providing actionable insights for continuous improvement.

Bachelor's Degree - Business Administration - Southern New Hampshire University (2019)

Associate of Science - Criminal Justice - High Tech Institute