Marika Jones
Collinsville
Summary
Dynamic professional with a proven track record at Block, excelling in risk operations and regulatory compliance. Expert in team leadership and process optimization, I drive impactful customer experience strategies and foster cross-functional collaboration. Passionate about enhancing operational efficiency, I leverage data analysis to identify trends and improve performance outcomes.
Overview
7
7
years of professional experience
Work History
Manager, Escalations
Block (formerly Square)
03.2022 - Current
- Led documentation, maintenance, and execution of escalation processes to meet governance and regulatory requirements.
- Owned end-to-end complaints management, ensuring compliance with internal standards through training and resolution.
- Established key standard operating procedures (SOPs) and playbooks to create scalable escalation workflows across the organization.
- Scaled training programs for specialists to enhance consistency and operational readiness within escalations.
- Curated and analyzed data to assess complaint-handling effectiveness and identify systemic risk trends.
- Managed compliance standards as subject-matter expert for complex customer issues.
- Collaborated with Engineering, Product, and Learning & Development to resolve high-impact escalations requiring product expertise.
- Acted as primary communication lead during SEVs, providing timely updates across the Cash App organization.
Customer Success Manager
Block (formerly Square)
10.2019 - 03.2022
- Coached and mentored team members with a strong emphasis on professional development and upstream, strategic thinking.
- Drove measurable improvements in customer satisfaction across multiple support channels.
- Developed and tracked KPIs to assess team performance, providing regular reporting and insights.
- Treated Customer Success as a product, continuously innovating and iterating on the end-to-end customer experience.
- Led cross-functional initiatives and managed end-to-end project plans to ensure timely delivery of critical Success programs.
- Identified opportunities to improve tooling, processes, and workflows to increase efficiency and scalability.
- Cash App
Customer Success Advocate
Block (formerly Square)
St. Louis
08.2018 - 10.2019
- Resolved customer inquiries via SMS and email using CRM tools while maintaining a high standard of support.
- Identified, documented, and escalated product bugs and feature requests in partnership with Engineering.
- Demonstrated strong ownership of customer interactions and adherence to quality standards.
- Cash App
Education
Bachelor of Arts - Communications (Advertising & Public Relations), Speech Communications
Morehead State University
Morehead, KY12.2007
Skills
- Risk operations and escalations
- Regulatory compliance and governance
- Team leadership and talent development
- Workforce scaling and hiring management
- KPI development and performance management
- Cross-functional collaboration
- Incident communication and SEV management
- Process optimization and documentation
- Data analysis and reporting
- Customer experience strategy
Awards
Kentucky Colonel
Timeline
Manager, Escalations
Block (formerly Square)
03.2022 - Current
Customer Success Manager
Block (formerly Square)
10.2019 - 03.2022
Customer Success Advocate
Block (formerly Square)
08.2018 - 10.2019
Bachelor of Arts - Communications (Advertising & Public Relations), Speech Communications
Morehead State University