Analice Jones
Atlanta,,GA
Summary
High-performing customer service representative with 5+ years of experience delivering top-tier support that drives customer satisfaction and enhances brand reputation. Known for empathetic, solution-focused communication and strong conflict resolution skills. Skilled at fostering long-term customer loyalty across call center, retail, and sales environments. Passionate about the music industry and eager to support ASCAP’s mission by providing exceptional, policy-informed service that protects creators’ rights.
Overview
4
4
years of professional experience
Work History
Lead Cashier Associate
Kohl’s
Conyers, GA
09.2024 - Current
- Generated over 50% increase in store credit conversion rate by promoting card perks during transactions.
- Trained new employees on register operations and store procedures through practical guidance.
- Recognized as Employee of the Month for exceptional customer service and reliability during peak hours.
Background Investigation Analyst
Claims Bureau USA
Woburn, MA
02.2022 - Current
- Conducted in-depth investigative research on suspected insurance fraud claims for insurers, law firms, and third-party administrators
- Researched court records, verified employment history, and reviewed social media activity to compile detailed reports for the surveillance team
- Analyzed digital footprints and public records to develop subject profiles and identify patterns of potentially fraudulent behavior
- Conducted virtual interviews with claimants regarding accident details, record video statements, and submit recordings to insurance clients for review and case evaluation
Customer Service Representative
Nelnet
Lincoln, NE
12.2023 - 09.2024
- Advised borrowers on repayment plans and addressed inquiries about payments to support financial decision-making and loan management.
- Processed payments, resolved billing disputes, and informed borrowers when loans entered collections or were transferred to new servicers.
- Ensured borrowers received accurate, up-to-date information on their loans in compliance with current policies and federal regulations.
- Maintained over 95% call quality ratings with minimal escalations through consistent accuracy and professionalism
Customer Service Representative
Orkin Pest Control
Atlanta, GA
08.2021 - 02.2022
- Managed an average of 60–100 inbound calls daily assisting customers with scheduling services, answering billing inquiries, and
- Resolved disputes regarding missed appointments with empathy and professionalism often achieving one-call resolution to maintain customer satisfaction and trust.
- Promoted add-on services and seasonal plans to align with customer needs contributing to team sales goals.
- Processed service requests, cancellations, and rescheduling efficiently using internal CRM systems.
Education
BACHELOR OF SCIENCE - Criminology
University of West Georgia
Carrollton, GA07-2021
Skills
- Microsoft Office
- Avaya
- Salesforce
- Google Docs
- CRM software
- Google Sheets
- IT support
Timeline
Lead Cashier Associate
Kohl’s
09.2024 - Current
Customer Service Representative
Nelnet
12.2023 - 09.2024
Background Investigation Analyst
Claims Bureau USA
02.2022 - Current
Customer Service Representative
Orkin Pest Control
08.2021 - 02.2022
BACHELOR OF SCIENCE - Criminology
University of West Georgia
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