Jamia Jones
Client Service Associate
Jonesboro,GA
Summary
Organized Client Service Associate skilled at working with diverse customers and delivering exceptional support. Seeking a role where dedication and strong work ethic drive results.
Overview
4
4
years of professional experience
1
1
Language
Work History
FMLA Customer Experience Specialist
ComPsych
05.2023 - 09.2025
- Supported employees with FMLA, disability, and leave of absence requests by providing accurate information and empathetic service.
- Handled high-volume inbound and outbound calls while documenting case details in internal systems.
- Ensured compliance with confidentiality and HIPAA standards when processing sensitive information.
- Used judgment to resolve escalated cases when no clear process was available.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
Customer Care & Technical Support L2
Stride, K12
02.2022 - 01.2024
- Provided technical troubleshooting for K12-issued equipment, resolving login/start-up errors, hardware issues, and software problems.
- Delivered customer support across phone, chat, email, and SMS, ensuring positive experiences for students and parents.
- Supported users with the K12 suite of learning platforms and business applications.
- Escalated complex technical issues to higher-tier support teams when necessary.
- Processed orders and coordinated replacements for learning materials and computer equipment.
- Used ticketing systems to manage and process support actions and requests.
Mortgage Call Center Representative
LoanCare Service
04.2021 - 12.2023
- Assisted homeowners with routine and complex mortgage-related inquiries in a high-volume call center.
- Delivered clear explanations of mortgage processes and policies while providing exceptional customer service.
- Managed inbound and outbound calls using an advanced telephony system, consistently meeting performance and quality standards.
- Took ownership of customer interactions, applying sound judgment to resolve issues efficiently.
- Accurately documented all customer communications to maintain detailed case histories.
- Researched and identified root causes of customer concerns, providing effective solutions or escalating as needed.
Education
Associate of Applied Science - Cybersecurity
Atlanta Technical College
Skills
- Communication Tools
- CRM
- Call Center Operations
- Email Management
- Multichannel Support
- Compliance & Security
- Data Logging
- De-Escalation Techniques
Languages
2
Timeline
FMLA Customer Experience Specialist
ComPsych
05.2023 - 09.2025
Customer Care & Technical Support L2
Stride, K12
02.2022 - 01.2024
Mortgage Call Center Representative
LoanCare Service
04.2021 - 12.2023
Associate of Applied Science - Cybersecurity
Atlanta Technical College
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