Jamia Jones
Atlanta,GA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
3
3
years of professional experience
Work History
FMLA Customer Experience Specialist
ComPsych
Remote
05.2023 - Current
- Handled a high volume of incoming calls in a prompt and professional manner
- Provided efficient and professional follow-up via phone and email to ensure the timely processing of leave requests
- Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps
- Maintain complete and accurate documentation of leaves within the proprietary database
- Demonstrated respect, sensitivity, confidentiality, and understanding for the caller's circumstance while maintaining professionalism at all times
- Coordinated with other departments to ensure timely resolution of customer inquiries.
Technical Support Representative
K12 Virtual Academy
Remote
02.2022 - 01.2024
- Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone.
- Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements.
- Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.
- Escalate more complex issues with proprietary systems to next tiered support team with urgency and/or escalate more complex hardware equipment issues to manufacturer.
Customer Experience Specialist
LoanCare Service Link
Remote
04.2021 - 12.2023
- Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to the customers.
- Accurately track and document all communications with customers to provide a detailed history of contact.
- Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner.
- Follow escalation procedures to address customer concerns requiring additional research or resources to resolve.
- Direct requests and unresolved issues to the designated resource.
Education
Associate of Applied Science - Cybersecurity
Atlanta Technical College
05.2022
Skills
- Call Documentation
- Customer relationship management (CRM) software
- Oracle
- Microsoft Azure software
- Technical documents comprehension
- Call Center Operations
- SWOT
- Client Advocacy
- De-Escalation Techniques
Languages
Spanish
Limited
Timeline
FMLA Customer Experience Specialist
ComPsych
05.2023 - Current
Technical Support Representative
K12 Virtual Academy
02.2022 - 01.2024
Customer Experience Specialist
LoanCare Service Link
04.2021 - 12.2023
Associate of Applied Science - Cybersecurity
Atlanta Technical College
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