Kayla Jones
Jacksonville,FL
Summary
Dynamic and motivated customer service professional with expertise in delivering exceptional service and fostering positive client relationships. Committed to ambitious career advancement goals while enhancing personal and professional skills. Eager to contribute to organizational success through a proactive approach and strong dedication to customer satisfaction. Authorized to work in the US for any employer and ready to make a meaningful impact in a collaborative environment.
Overview
12
12
years of professional experience
Work History
Customer Service /federal Student Loans
Maximus Federal Services
Jacksonville, FL
12.2025 - Current
- contractor for department of education
- handling outbound and inbound calling as well as chats and email for federal student aid
- supporting and managing defaulted loans and acting as a key servicer for federal student loans
- payment processing,repayment plan changes ,forbearance/deferments and federal student aid information.
- assigning loans with the proper loan service for assistance.
Amazon Delivery Driver
Amazon Flex
Jacksonville, FL
11.2024 - Current
- Deliver packages to customers on time
- Follow traffic laws and safety precautions
- Load and unload packages into the delivery vehicle
- Use GPS to navigate
- Maintain accurate inventory
- Collect payments and provide receipts
- Log successful and unsuccessful deliveries
- Refuel and clean the delivery vehicle
Customer Service Representative
Imperial Dade
Jacksonville, FL
11.2022 - 01.2024
- Served customers by providing product and service information and resolving product and service problems.
- Handled incoming calls for potential customers by answering product and service questions and suggesting information about other products and services.
- Opened customer accounts by recording account information.
- Built and maintained strong relationships with customers to ensure high levels of customer satisfaction and loyalty.
- Developed and maintained orders for customers through S2K system.
- Ensured great satisfaction of customers and resolved concerns.
- Develop and maintain in-depth knowledge of all company products and services to effectively answer customer inquiries and recommend appropriate solutions.
- Collaborate with internal teams to address and resolve customer issues and escalations in a timely manner.
- Identify and implement strategies to improve customer retention and increase customer loyalty.
Fraud Analyst
Genpact LL
Jacksonville, FL
03.2022 - 10.2022
- Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.
- Resolve queued transactions within the service level agreements to reduce potential revenue losses.
- Interact with banks and customers to validate information and to confirm or cancel authorization
- Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
- Ensure confidentiality of all information collected during investigation.
- Stay updated on the latest fraud trends and techniques to proactively.
Claims Processor
Aetna, a CVS Health Company
Jacksonville, FL
08.2021 - 12.2021
- Review claim submissions, obtain and verify information, correspond with insurance agents and beneficiaries, and process claim payments for customers.
- Ensure confidentiality of all information collected during investigation.
- resolve customer inquiries and provide exceptional service
- Process claim payments accurately and efficiently to ensure timely payment to customers.
- Maintain accurate and up-to-date records of claims processing activities
- Examine and evaluate claim documents and records to determine coverage eligibility and accurately process claims.
- Prepare and review claim documents
Fraud Analyst
Citi Bank
Jacksonville, FL
09.2018 - 07.2021
- Observed customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar risks.
- Resolved queued transactions within service level agreements to reduce potential revenue losses.
- Interacted with banks and customers to validate information and confirm or cancel authorization.
- Maintained fraud analysis models to improve efficiency and effectiveness of company systems.
- Ensured confidentiality of all information collected during investigation.
- Identified and analyzed patterns and trends in fraudulent activities to enhance fraud detection and prevention strategies.
- Monitored and analyzed industry trends and developments in fraud prevention techniques and technologies, and made recommendations for enhancements to the company's fraud detection and prevention strategies.
- Send out new credit cards and closed accounts as well as adding authorized users with verification procedure.
Machine Operator
Kraft Heinz
Jacksonville, FL
06.2014 - 09.2018
- Establish machinery and ensure entire production materials are obtainable.
- Operate and supervise equipment along with replenish materials as required.
- Inspect visually document results and production run.
- Identify and convey any malfunctions to concerned parties.
- Ensure to maintain cleanliness of assigned work floor and equipment.
- Head responsibility as machine operator for performing operation maintenance of automated equipment.
- Ensure to perform all duties safe and securely.
- Collaborate with maintenance team to troubleshoot and resolve any equipment malfunctions, minimizing downtime and increasing productivity.
Education
High school diploma or GED -
Asa Phillip Randolph
Jacksonville, FL05-2014
Skills
- Analysis skills Financial Services
- Experienced
- Call Center Fraud
- Banking
- Fraud Prevention Credit Analysis
- Customer Service
Timeline
Customer Service /federal Student Loans
Maximus Federal Services
12.2025 - Current
Amazon Delivery Driver
Amazon Flex
11.2024 - Current
Customer Service Representative
Imperial Dade
11.2022 - 01.2024
Fraud Analyst
Genpact LL
03.2022 - 10.2022
Claims Processor
Aetna, a CVS Health Company
08.2021 - 12.2021
Fraud Analyst
Citi Bank
09.2018 - 07.2021
Machine Operator
Kraft Heinz
06.2014 - 09.2018
High school diploma or GED -
Asa Phillip Randolph