ANALICE JONES
Summary
Detail oriented customer service and email support professional with over five years of experience resolving customer inquiries with empathy, accuracy, and a friendly tone. Proven track record of triaging shared inbox queues, researching account history across multiple software platforms simultaneously, and documenting interactions within internal helpdesk and CRM systems. Exceptional written communicator skilled in grammar, spelling, and translating complex policies into clear, human centered correspondence. Experienced in remote workspace environments, consistently exceeding daily productivity goals and maintaining over 95 percent quality ratings while valuing thoughtful support over rushed responses.
Overview
8
8
years of professional experience
Work History
Member Care Representative
Snapping Shoals EMC
Covington
03.2026 - Current
- Respond to member inquiries received via professional email, written correspondence, and telephone in a timely, accurate, and friendly manner within a fast paced support environment.
- Triage incoming account messages, prioritize requests by urgency, and research billing history and co-op policies to deliver clear, accurate answers.
- Document all customer interactions, service orders, and resolution outcomes clearly within internal CRM and billing databases.
- Collaborated with support teammates during peak volume periods to manage inquiry queues effectively while taking ownership of assigned tasks.
- Escalated complex or sensitive account concerns to senior departments while ensuring patient, empathetic customer experience.
Beauty Advisor
Sephora at Kohl's
Conyers
09.2024 - Current
- Resolved customer inquiries calmly and professionally, maintaining high levels of responsiveness and satisfaction under pressure.
- Managed multiple priorities in high volume retail environment, delivering exceptional customer experiences.
- Partnered with cross functional team members to maintain accurate inventory and ensure product availability, supporting seamless operations.
Background Investigation Analyst
Claims Bureau USA
Woburn
02.2022 - 02.2026
- Assessed digital profiles, public records, and online presentations for strict quality, clarity, and formatting accuracy.
- Maintained flawless attention to detail while compiling comprehensive reports and analyzing data to support efficient case resolution.
- Proactively utilized AI tools and digital research platforms to accelerate delivery times and improve daily operational productivity.
- Handled ongoing customer communication, troubleshooting discrepancies and guiding clients through sensitive, time critical workflows.
Customer Service Representative
Nelnet
Lincoln
12.2023 - 09.2024
- Advised borrowers on repayment plans and addressed payment inquiries to support informed financial decisions via email, phone, and chat
- Processed payments and resolved billing disputes, ensuring borrowers received timely updates on collections and servicer changes.
- Ensured compliance with current policies and federal regulations by providing accurate loan information.
- Maintained over 95% call quality ratings through consistent professionalism and accuracy.
Public Relations and Social Media Volunteer
Magnolia Hospice
Conyers
02.2019 - 01.2024
- Managed public relations initiatives and organization Facebook and Instagram pages, increasing community engagement through regular updates and interaction.
- Drafted and published digital content and virtual flyers, enhancing brand awareness and effectiveness of outreach campaigns.
- Responded to public reviews and messages with professionalism and empathy, fostering a positive online presence and community trust.
Customer Service Representative
Orkin Pest Control
Atlanta
08.2021 - 02.2022
- Managed 60 to 100 daily email and phone interactions using internal CRM systems, ensuring accurate documentation and timely service scheduling to enhance customer satisfaction.
- Maintained solutions-oriented demeanor during high volume periods, effectively resolving complex customer disputes to uphold service quality.
- Escalated technical and operational issues to appropriate internal teams, contributing to high first contact resolution rates and improved customer experiences.
Youth Development Intern
Rockdale Regional Youth Detention Center
Conyers
01.2021 - 01.2022
- Coordinated internal and external communications, utilizing social media to highlight enrichment programs and positive youth activities.
- Managed public facing digital content and performed precise clerical duties to support daily facility operations.
- Collaborated with staff to create engaging educational materials for youth sessions.
Education
Bachelor of Science - Criminology
University of West Georgia
Carrollton, GA07-2021
Skills
- CRM Systems
- Microsoft Office
- Email communication
- Ticketing
- Customer engagement
- Data Analysis
- Issue Escalation
- Conflict Resolution
- High-volume inquiry management
Timeline
Member Care Representative
Snapping Shoals EMC
03.2026 - Current
Beauty Advisor
Sephora at Kohl's
09.2024 - Current
Customer Service Representative
Nelnet
12.2023 - 09.2024
Background Investigation Analyst
Claims Bureau USA
02.2022 - 02.2026
Customer Service Representative
Orkin Pest Control
08.2021 - 02.2022
Youth Development Intern
Rockdale Regional Youth Detention Center
01.2021 - 01.2022
Public Relations and Social Media Volunteer
Magnolia Hospice
02.2019 - 01.2024
Bachelor of Science - Criminology
University of West Georgia