Annbriana Jones
State of Georgia DCSS
Columbus,GA
6
years of professional experience
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Work History
Customer Service Representative II
1 Year 2 Months- Responded to customer inquiries regarding child support cases, payments, and account status with accuracy and professionalism.
- Resolved complex service issues by researching case records and applying agency policies consistently.
- Processed customer requests, forms, and updates while maintaining detailed records in case management systems.
- Explained program requirements, collection procedures, and next steps to support clear customer understanding.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Remote Technical Support Representative
1 Year 10 Months- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Remote Customer Care And Billing Specialist
2 Years 11 Months- Improved billing accuracy by implementing a streamlined invoicing process.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing write-offs.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Managed high call volume with exceptional professionalism and efficiency.
- Utilized CRM systems to accurately track customer interactions and update account information.
Education
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Call management
Microsoft Office Suite
Technical support
CRM software proficiency
Problem-solving
Complaint handling
Case management
Documentation
Multitasking proficiency
Attention to detail
Timeline
Customer Service Representative II
State of Georgia DCSS
09.2025 - CurrentRead More
Remote Technical Support Representative
Everise
11.2023 - 09.2025Read More
Remote Customer Care And Billing Specialist
TROC Global
12.2020 - 11.2023Read More
Hampton High School
High School Diploma
Read More