MJMia Jones
@miajones
Dedicated customer experience specialist with 5+ years of expertise.
United StatesWhat I'm looking for
I am a dedicated customer experience specialist with over five years of experience in providing exceptional service in fast-paced environments. My journey has taken me through various roles, including my current position as a Contact Representative at the Internal Revenue Service, where I assist taxpayers with inquiries and help them navigate complex tax laws. My ability to break down intricate information into easily understandable terms has been a key asset in my role.
Previously, I worked as a Customer Experience Specialist at Convoy Inc, where I developed standard operating procedures and resolved issues related to shipping delays. My experience in logistics as a Transportation Planner at Vloom Logistics further honed my skills in coordinating schedules and improving operational efficiency. I am passionate about delivering first-class service and thrive in team-oriented environments.
Experience
Work history, roles, and key accomplishments
Contact Representative
Internal Revenue Service
Aug 2024 - Present (11 months)
Answered taxpayer inquiries regarding tax filing, payment options, and tax laws. Broke down complex tax laws and procedures into easy-to-understand terms for taxpayers.
Transportation Planner
Vloom Logistics
Jun 2023 - Sep 2023 (3 months)
Drafted shipment BOLs, packing lists, invoices, and shipping labels. Tracked and traced in-transit loads to stay updated on shipment status and communicated with carriers to confirm delivery windows.
Freight Broker
Emerge Freight Broker
Aug 2022 - Feb 2023 (6 months)
Reviewed import/export regulations to ensure ongoing compliance and communicated with customs officials. Calculated freight charges and provided quotes to customers.
Customer Experience Specialist
Convoy Inc
Jul 2019 - Aug 2022 (3 years 1 month)
Trained new employees on company policies and procedures related to import/export processes. Resolved issues related to shipping delays or damaged cargo and managed relationships with customs brokers, carriers, and warehouses.
Customer Service Support Specialist/Help Desk Level 1 Support
Worldpay
Jun 2018 - Mar 2019 (9 months)
Provided guidance to customers regarding account management and investment options. Diagnosed and resolved hardware, software, and network problems.
Claims Associate
State Farm
Nov 2015 - Jun 2017 (1 year 7 months)
Liaised with underwriters to obtain required information for claim processing. Investigated claims to determine coverage eligibility and extent of damages.
Education
Degrees, certifications, and relevant coursework
FUFort Valley State University
Bachelor's Degree, Psychology
2008 - 2012
Completed a Bachelor's Degree in Psychology. The curriculum provided a strong foundation in understanding human behavior and cognitive processes.
Heritage High School
High School Diploma, General Studies
2004 - 2008
Graduated from Heritage High School. The coursework prepared for higher education and developed foundational academic skills.
Availability
Location
United StatesAuthorized to work in
Job categories
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