Erica Jones

Natchitoches,LA

Summary

Professional with extensive experience in customer support across multiple communication channels, including phone, email, and chat. Demonstrated ability to manage high-volume inquiries while maintaining professionalism and effective communication. Utilized CRM software for tracking customer interactions and analyzing feedback to identify areas for service improvement. Proven track record of resolving conflicts and ensuring customer satisfaction through proactive follow-ups after issue resolution.

Overview

year of professional experience

Work History

Customer Advocate by Phone

ModivCare

Natchitoches , LA

03.2025 - Current

Maintained a high level of professionalism while communicating with customers via all channels.
Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
Utilized various software tools such as CRMs or ticketing systems for tracking purposes.
Provided customer support through phone, email and chat channels.
Analyzed customer feedback data to identify areas of improvement in products or services offered.
Monitored high volume incoming calls, emails, chats and other communication channels for customer inquiries.

Customer Service Representative Remote

Everise

Natchitoches , Louisiana

01.2024 - 02.2025

Handled customer inquiries and suggestions courteously and professionally.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
ServiceProvided exceptional customer support, ensuring a positive experience that enhanced client retention and satisfaction.

Education

Associate Degree in Nursing -

Northwestern University

Natchitoches , Louisiana

12-2027

Tioga High School

Alexandria, La

05-2021

Skills

Customer Service: Upselling strategies, complaint handling, educating customers, and client research
Communication: Verbal and written communication, phone etiquette, persuasive communication, and calm under pressure
Technical Skills: CRM software, Microsoft Office, data entry, and documentation coordination

Call Center Skills: Inbound call management, time management, multitasking, and adherence to policies and procedures
Soft Skills: Problem-solving, service-oriented mindset, and professional demeanor

Timeline