Kolbi Jones
Houston,TX
Summary
Dedicated Administrative Professional with 15 + years' experience impacting employer efficiency and performing complex independent duties in logistics and customer service related tasks; results oriented and progress driven to increase the efficiency of processes and procedures in fast paced environments.
Overview
8
8
years of post-secondary education
17
17
years of professional experience
Work History
Sr. Customer Service Rep
Mercer Health and Benefits LLC
11.2022 - 09.2025
- Provides excellent customer service in Personal Lines Services
- Documented all customer interactions during inbound calls regarding home, auto, and umbrella policies
- Responds to both standard and complex customer inquiries
- Assisted customers in processing payroll deducted premiums and premium payments
- Collaborates with Insurance carriers to resolve policy discrepancies
- Completes vehicle registration forms as needed for Massachusetts auto policy holders
- Sends out correspondence such as ID cards, binders and election/rejection forms
- Provided accurate quotes on policy changes to ensure customer satisfaction
Customer service Rep Remote
Baker Ripley
01.2019 - 01.2022
- Provides outstanding customer service to all staff and clients
- Delivered exceptional customer service, enhancing satisfaction for all staff and clients
- Uses HEM database and electronic filing system to verify client eligibility for utility assistance program
- Data enters applications in HEM, provides customer status, case notes, and schedules appointments
- Ensures program recipient applications contain required documents
- Met daily processing targets, contributing to department budget compliance and goal achievement
- Responded to incoming calls from clients, addressing inquiries and providing information. in the call center providing necessary information to clients (as needed)
- Adheres to state and agency guidelines
- Performs administrative duties as assigned
Senior Operations Admin
FedEx Ground
01.2016 - 01.2019
- Delivered exceptional customer service to staff and clients, enhancing satisfaction and support
- Performs in-transit quality assurance
- Provides outstanding customer service to all staff and clients
- Managed correspondence, filing, scanning, and customer inquiries to streamline communication and organization
- Researched and processed damaged packages and conducted address plotting for drivers.
PBX Operator
HCA Pearland/Houston
01.2015 - 01.2016
- Delivered responsive customer service to patients and staff
- Managed call flow and directed inquiries through electronic phone system
- Executed emergency communications via intercom system to ensure safety
Texas Works Advisor II
Texas Department of Health and Human Services
01.2013 - 01.2015
- Processed applications for food stamps, Medicaid, TANF, and CHIP, ensuring compliance with program guidelines
- Interview clients over the phone or in person
- Managed client cases for timely program renewals, facilitating continued access to essential services
- Collected required documents including paycheck stubs, lease agreements, and childcare receipts to support client eligibility determinations
Data Entry & Facilities Mgmt. Specialist
Neighborhood Centers Inc.
01.2009 - 01.2012
- Maintained database for hurricane Ike victims, ensuring accurate data entry and accessibility
- Processed and dispatched maintenance work orders for community buildings
- Assigned caseloads to Service Connectors
- Processed and dispatched maintenance work orders for community buildings, facilitating timely repairs and upkeep
- Generated detailed reports on copier and postage machine usage on copiers and postage machine
- Assisted in answering incoming calls, and processing mail
- Provided support in answering incoming phone calls incoming calls, and processing mail
- Scheduled meeting rooms and recorded minutes, supporting effective communication and documentation
Education
Master of Science - Psychology
University of Phoenix
Houston, TX 01.2021 - 05.2024
Bachelor of Science - Healthcare Administration/ Management
University of Phoenix
Houston, TX 08.2009 - 06.2013
Certificate - Microcomputer Applications Occupational Technology
MTI College
Houston, TX 11.2003 - 07.2004
Skills
- Customer support
- Strong customer relations skills
- Call handling
- Case management
- CRM systems
- Data Management
- Document Processing
- Records management
- Microsoft office suite
- Sales
- Problem solving
- Critical Thinking
- Excellent organizational skills
- Attention to detail
- Effective communication
- Conflict resolution
Timeline
Sr. Customer Service Rep
Mercer Health and Benefits LLC
11.2022 - 09.2025
Master of Science - Psychology
University of Phoenix
01.2021 - 05.2024
Customer service Rep Remote
Baker Ripley
01.2019 - 01.2022
Senior Operations Admin
FedEx Ground
01.2016 - 01.2019
PBX Operator
HCA Pearland/Houston
01.2015 - 01.2016
Texas Works Advisor II
Texas Department of Health and Human Services
01.2013 - 01.2015
Bachelor of Science - Healthcare Administration/ Management
University of Phoenix
08.2009 - 06.2013
Data Entry & Facilities Mgmt. Specialist
Neighborhood Centers Inc.
01.2009 - 01.2012
Certificate - Microcomputer Applications Occupational Technology
MTI College
11.2003 - 07.2004