Kemberly Jones
Summary
Senior Customer Service Professional with 20+ years of experience delivering high-quality support in fast-paced contact center environments. Known for strong communication, multitasking across multiple systems, meeting productivity and quality metrics, and providing dependable service in both customer-facing and operational support roles.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC (TeleTech)
Austin, TX
12.2024 - Current
- Handled inbound customer calls, resolving account inquiries efficiently while maintaining a positive customer experience
- Achieved 95%+ QA scores while meeting productivity and attendance requirements
- Navigated multiple systems simultaneously to document interactions and resolve issues accurately
- Applied de-escalation techniques to resolve challenging interactions
- Adhered to company policies, procedures, and service standards
Senior Customer Service Representative
Transamerica Life Insurance Via Tata Consultancy Services
Plano, TX
04.2018 - 12.2024
- Assisted customers with life insurance policy inquiries, benefits, and account updates
- Supported quality initiatives by reviewing calls and identifying performance improvement opportunities
- Maintained accuracy, professionalism, and confidentiality in all customer interactions
- Balanced customer service responsibilities while supporting internal quality activities
Senior Customer Service Representative
Transamerica Life Insurance
Plano, TX
06.2004 - 04.2018
- Delivered inbound customer service support to policyholders, addressing account inquiries, benefits, and service requests in a fast-paced call center environment
- Maintained professionalism, accuracy, and empathy while handling sensitive customer situations
- Supported quality initiatives by reviewing customer interactions and identifying opportunities for performance improvement
- Applied policy guidelines and procedures to resolve customer issues accurately and efficiently
- Navigated multiple systems simultaneously to document interactions and update account information
- Maintained confidentiality and compliance with company policies and service standards
- Consistently met quality, productivity, and attendance expectations
Education
High School Diploma -
A. Maceo Smith
Dallas, TXSkills
- Escalation Management & Issue Resolution
- Customer Service Leadership & Mentorship
- Quality Assurance & SLA Compliance
- Process Improvement & Operational Efficiency
- Policy & Procedure Interpretation
- Cross-Functional Collaboration
- Case Management & Documentation
- Performance Metrics Monitoring
- Root Cause Analysis & Problem Solving
- Team Coaching & Training
Certification
BDA: Certificate in Insurance Regulatory – AML, Fraud & Sanctions (TPA Business)
WINGS Business Skills – Professional Networking Curriculum
WINGS Business Skills – Collaborative Decision Making Curriculum
Timeline
Customer Service Representative
TTEC (TeleTech)
12.2024 - Current
Senior Customer Service Representative
Transamerica Life Insurance Via Tata Consultancy Services
04.2018 - 12.2024
Senior Customer Service Representative
Transamerica Life Insurance
06.2004 - 04.2018
High School Diploma -
A. Maceo Smith