Krystal Jones
Augusta
Summary
Detail-oriented Customer Service and Quality Assurance Analyst with 10+ years of experience supporting high-volume call center operations. Proven ability to improve service quality, ensure compliance, and enhance customer satisfaction through data analysis, coaching, and process optimization. Recognized for strong communication skills, meticulous attention to detail, and the ability to thrive in fast-paced, performance-driven environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Transworld System Inc
Atlanta
05.2024 - 07.2025
- Resolved customer billing inquiries efficiently, improving satisfaction and first-call resolution.
- Established and managed payment arrangements to support customer retention and service continuity.
- Accurately documented call interactions to ensure compliance and support operational reporting.
- Delivered professional, empathetic service while meeting quality and productivity standards.
- Adapted quickly to changing procedures, demonstrating flexibility in handling diverse customer needs.
- Collaborated with team members to streamline communication and improve overall service delivery standards.
Quality Assurance Analyst
Teleperformance USA
Augusta
07.2019 - 05.2025
- Monitored and evaluated customer interactions to ensure adherence to quality, compliance, and performance standards.
- Facilitated monthly calibration and scoring sessions to maintain consistency across evaluations.
- Analyzed call trends and performance data to identify training opportunities and process improvements.
- Implemented updated QA frameworks and feedback systems, contributing to improved service accuracy and customer satisfaction.
- Provided ongoing coaching and actionable feedback to agents, supporting performance growth and team morale.
- Trained new and existing team members on quality assurance best practices.
Customer Service Representative
Teleperformance USA (Wellcare)
Augusta
09.2015 - 07.2019
- Delivered high-quality customer service in a healthcare call center environment.
- Resolved customer inquiries promptly, reducing average call handling and resolution times.
- Maintained accurate documentation to support service tracking and informed decision-making.
- Mentored new hires on customer service protocols, contributing to a collaborative and supportive team culture.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Education
Associate in Science (A.S.) - Clinical Medical Assisting
Miller-Motte College
Augusta, GASkills
- Client relations expertise
- Quality assurance and compliance
- Call performance evaluation
- Coaching and Performance Feedback
- Data Analysis and Reporting
- Call Documentation and Data Entry
- Problem Solving and Decision-Making
- Time Management and Organization
- Microsoft productivity tools
- Effective communication
- Interpersonal skills
- Written and verbal proficiency
- Ability to Perform in Fast-Paced, Deadline-Driven Environments
Timeline
Customer Service Representative
Transworld System Inc
05.2024 - 07.2025
Quality Assurance Analyst
Teleperformance USA
07.2019 - 05.2025
Customer Service Representative
Teleperformance USA (Wellcare)
09.2015 - 07.2019
Associate in Science (A.S.) - Clinical Medical Assisting
Miller-Motte College