MAZIEH JONES
Atlanta,GA
Summary
Customer Service Professional with 4+ years of experience resolving complex customer interactions across phone, email, chat, and SMS. Proven expertise in conflict resolution, CRM systems, and end-to-end issue resolution in remote environments. Adept at driving process improvements in fast-paced settings. Pursuing FINRA Series 6 certification (Expected Q4 2024) to transition skills into financial services.
Overview
5
5
years of professional experience
Work History
Customer Service Representative II
MODIVCARE
09.2022 - Current
- Resolved 50+ daily complex customer inquiries with >95% accuracy
- Maintained regulatory-compliant records through 100% CRM documentation
- Reduced resolution time by 45% through strategic escalation processes
Customer Service Representative
WAYFAIR
02.2022 - 10.2022
- Maintained 90% CSAT handling high-volume inquiries
- De-escalated 20+ weekly high-priority cases
- Drove continuous improvement by updating service protocols
Customer Service Representative
AFNI
04.2021 - 07.2022
- Adapted protocols to resolve 70+ daily complex calls (85% independent resolution)
- Improved support efficiency by 91% through process gap identification
Customer Service Representative
TSYS
McDonough, GA
05.2020 - 03.2021
- Achieved 80% first-contact resolution across multichannel support
- Collaborated with technical teams on product-specific issues
Education
General Education Diploma - undefined
Southern Crescent Technical College
Griffin, GA01.2008
Skills
Compliance & Technical: FINRA Exam Readiness CRM Systems Regulatory Documentation
Core Competencies: Complex Issue Resolution Conflict De-escalation Process Improvement
Financial Skills: Billing/Payment Systems Audit-Ready Recordkeeping Product Knowledge
Timeline
Customer Service Representative II
MODIVCARE
09.2022 - Current
Customer Service Representative
WAYFAIR
02.2022 - 10.2022
Customer Service Representative
AFNI
04.2021 - 07.2022
Customer Service Representative
TSYS
05.2020 - 03.2021
General Education Diploma - undefined
Southern Crescent Technical College