Talent Acquisition Customer Service
Resume:
Chasity Jones
Union City, GA *****
***************@*****.***
Professional Summary
Accomplished Talent Acquisition and Customer Service Specialist with a robust background in full- cycle recruitment, client support, and process optimization across diverse sectors, including federal, logistics, healthcare, and technology. Expertise in building high-performing, diverse talent pipelines, leveraging modern ATS platforms and CRM systems, and executing customer-centric strategies to improve engagement and satisfaction. Known for implementing operational efficiencies and driving exceptional service outcomes.
Work Experience
Inbound customer specialist II
Humana - Work at Home-Union City, GA
June 2025 to Present
• Respond to inbound phone, digital, or written questions—especially about benefits, coverage, or claims.
• Resolve issues in a first call setting when possible, and educate members on plan details and resources . Record & Document Interactions
• Log inquiries, concerns, complaints, transactions, and follow-ups in the CRM or case system.
• Ensure accuracy and thoroughness to support tracking and compliance . Escalate & Follow Up
• When member issues can’t be resolved immediately, escalate to appropriate internal teams.
• Track, document, and follow up until resolution, ensuring timely member communication . Apply Policies & Procedures
• Determine solutions based on company policy; sometimes this involves independent judgment with a degree of discretion.
Bank Clerk - Customer Care Specialist (Remote)
USA STAFFING AGENCY / Banking Institution-Atlanta, GA December 2024 to May 2025
Delivered exceptional customer service to banking clients via phone, email, and live chat, ensuring prompt and accurate issue resolution while adhering to regulatory standards. Managed complex customer inquiries related to account operations, transactions, and digital banking tools, providing tailored solutions and promoting new financial products. Collaborated effectively with remote teams across various departments to escalate and resolve complex cases, maintaining seamless service delivery and operational continuity. Utilized CRM systems (Salesforce, Zendesk) and core banking platforms (FIS, Jack Henry) to manage data, track cases, and ensure audit readiness.
Drove customer satisfaction and compliance through proactive communication, continuous learning, and virtual training on product updates, regulatory changes, and troubleshooting. Tier 1-2 Agent ( Remote )
The Midtown Group / FEMA
October 2024 to May 2025
Supported federal disaster recovery operations by assessing eligibility, documenting cases, and providing empathetic guidance to individuals impacted by disaster events. Maintained strict compliance with FEMA regulations while processing applications and appeals, ensuring accuracy and timely resolution.
Utilized FEMA's National Emergency Management Agency Information System (NEMIS) and Siebel CRM to track case progress and maintain data integrity. Collaborated with internal teams to address escalated cases and ensure consistent application of policy and guidelines.
Delivered high-quality service during disaster response efforts, demonstrating adaptability and effective time management in a fast-paced, high-pressure environment. Technical Support Specialist (Remote)
XYZ Company-Atlanta, GA
April 2023 to October 2024
Delivered Tier 1-2 technical support to a distributed workforce of 300+ end-users, resolving 92% of inquiries at first contact.
Streamlined new hire onboarding by optimizing Active Directory and SCCM workflows, reducing setup time by 30%.
Authored and maintained 30+ knowledge base articles, decreasing repeat ticket volume by 25%. Collaborated with cybersecurity teams to deploy monthly patching and phishing-awareness campaigns, reducing click-through rates by 40%.
Inventory Control Coordinator Lead Specialist/Shipping and Receiving DHL SUPPLY CHAIN (MONDELEZ)-Atlanta, GA
December 2019 to September 2024
• Managed and maintained accurate records of all incoming and outgoing inventory
• Conducted regular audits to ensure inventory accuracy and identify any discrepancies
• Collaborated with cross-functional teams to develop and implement efficient warehouse processes
• Utilized barcode scanning technology to track and monitor inventory levels
• Optimized warehouse layout for improved organization and accessibility of inventory items
• Trained new employees on proper handling, storage, and tracking of inventory items
• Worked closely with suppliers to resolve any issues related to incorrect or damaged shipments
• Developed and maintained strong relationships with key suppliers to ensure timely delivery of goods Warehouse Supervisor
DHL SUPPLY CHAIN (BAYER)-Atlanta, GA
December 2018 to November 2019
Managed recruitment, onboarding, and development for a team of 60+ warehouse associates, focusing on skill development and engagement.
• Oversaw daily operations of a busy warehouse, managing a team of employees
• Trained new hires on proper equipment operation and safety procedures
• Liaised with suppliers to coordinate deliveries and resolve any issues or delays
• Scheduled shifts and assigned tasks based on workload priorities and employee skills
• Investigated customer complaints regarding damaged or missing items, implementing measures to prevent future occurrences
• Demonstrated strong leadership skills by motivating the team to achieve performance targets consistently
• Monitored employee performance, providing feedback and coaching as necessary for continuous improvement
• Maintained a clean and organized work environment in compliance with health and safety regulations
• Developed and implemented standard operating procedures (SOPs) for various warehouse tasks DOD QA Supervisor / QA Lead
Express Scripts Pharmacy
December 2015 to April 2018
Recruited, trained, and evaluated a team of 15 quality assurance specialists. Worked closely with HR on performance improvement initiatives and succession planning to strengthen bench talent.
Office Assistant (HR Support)
Jones Center for Women's Health-Fayetteville, NC
May 2011 to December 2015
Supported HR operations, including candidate scheduling, document management, and new hire onboarding.
Education
Bachelor's Degree
Fayetteville State University
2003
Associate Degree in Data Science
Fayetteville State University
1998
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