Ashleigh Jones
Little Rock
Summary
Orderly and committed offering solid skills in customer relations and resilience to handle challenges of fast-paced intense environments. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and issue resolution capabilities. Adept at working effectively alone or closely with a team quickly mastering new skills.
Overview
1
1
year of post-secondary education
6
6
years of professional experience
Work History
Fraud Detection Agent
VELERA
05.2025 - 05.2026
- Cultivated positive client relationships by providing rapid, solutions-oriented support to complex inquiries.
- Conducted comprehensive analysis of account activity to detect fraudulent transactions and execute risk mitigation strategies.
- Safeguarded Personally Identifiable Information (PII) in strict adherence to data privacy regulations and corporate confidentiality protocols.
- Expedited the resolution of escalated customer concerns through effective troubleshooting and proactive communication.
- Actively participated in team briefings to stay current on evolving service protocols and policy updates, ensuring consistent operational compliance.
- Provided comprehensive support across multi-channel outreach, maintaining high quality-assurance scores while consistently hitting individual and team output targets.
Claims Care Associate
LIBERTY MUTUAL
01.2023 - 05.2025
- Managed the full claims lifecycle for insured parties and claimants, providing end-to-end support to expedite processing times and maximize adjuster capacity.
- Facilitated the First Notice of Loss (FNOL) process for customers while providing real-time status updates, ensuring transparency and accuracy throughout the claims journey.
- Validated claim details with policyholders to ensure data integrity and proactively requested necessary documentation to prevent delays in claim adjudication.
- Provided professional, empathetic support during high-stress FNOL and intake calls, effectively de-escalating complex situations while gathering critical loss information.
- Conducted rigorous audits of claim data and policy documentation to ensure compliance with company standards prior to adjuster review and final processing.
Customer Service Representative
ALORICA
01.2020 - 12.2022
- Utilized active listening and advanced communication techniques to investigate and resolve escalated product grievances, ensuring positive outcomes and brand loyalty
- Cultivated long-term client relationships through proactive engagement, contributing to increased customer lifetime value and repeat business.
- Maintained comprehensive subject matter expertise regarding organizational policies, promotional initiatives, and security protocols to provide accurate, compliant, and efficient support.
- Managed high-volume, multi-channel customer communications across voice, live chat, and email platforms, ensuring adherence to strict Service Level Agreements (SLAs).
Education
Associate of Applied Science -
Southeast Arkansas College
Pine Bluff, AR 08.2025 - 07.2026
High School Diploma -
Conway High School
Conway, ARSkills
- Time management
- Active listening
- Problem solving
- Customer retention strategies
- Issue and complaint resolution
- Multitasking and prioritization
- Technologically savy
- Excellent verbal communication
Timeline
Associate of Applied Science -
Southeast Arkansas College
08.2025 - 07.2026
Fraud Detection Agent
VELERA
05.2025 - 05.2026
Claims Care Associate
LIBERTY MUTUAL
01.2023 - 05.2025
Customer Service Representative
ALORICA
01.2020 - 12.2022
High School Diploma -
Conway High School