Jacobi Washington
Memphis,TN
Overview
4
4
years of professional experience
Work History
Producer
MSU News; Mississippi State University
01.2019
- Worked closely with editors and fellow journalists to brainstorm ideas and improve overall content
- Conducted research to identify newsworthy content and potential sources
- Collaborated with peers to brainstorm story ideas and plan news coverage
- Contributed ideas during pitch sessions to improve news coverage and audience engagement
- Utilized video editing software (Adobe Pro) to create visually appealing news segments and packages
- Stayed up to date with current trends and events, constantly adapting to breaking news situations
- Wrote news articles, reports, and features for MT10 news, adhering to strict deadlines.
Virtual Customer Care
American Express
04.2022 - 11.2023
- Provided clear and professional communication to cardholders
- Managed 50-70 daily customer inquiries through phone, email, and chat channels
- Maintained a first-call resolution rate and customer satisfaction score of 95% or above
- Achieved and maintained a call quality score of 98% based on established criteria
- Participated in minimum of two training sessions per month to enhance skills and knowledge
- Provided guidance to customers on account management, security measures and fraud prevention
- Contributed to a positive team environment, resulting in a 5% increase in team efficiency
- Attained a 90% adaptability rating, successfully navigating changes in policies, products, and systems
- Collaborated with colleagues to share best practices and achieve a team CSAT of 96%.
Technical Support Agent
UMRF Ventures
08.2020 - 04.2022
- Provided technical support to users through various channels and troubleshooting software issues
- Documented all customer interactions and solutions in a comprehensive knowledge base system
- Ensured compatibility of systems by testing and implementing software updates and patches
- Collaborated with cross-functional teams to escalate and resolve complex issues
- Resolved technical problems, achieving a high customer satisfaction rating of 95%
- Maintained accurate records of support tickets, ensuring timely and efficient issue tracking.
Communication Specialist Intern
City Hall of Memphis
07.2019 - 06.2020
- Crafted engaging and insightful articles for the City Hall of Memphis newsletter
- Provided timely and relevant updates on municipal activities, policies, and community events
- Conducted insightful interviews with local entrepreneurs, shedding light on their experiences
- Ensured accuracy in conveying information to keep residents well-informed about city affairs
- Collaborated with city officials to gather insights, ensuring a thorough representation of city activities
- Showcased adaptability by adjusting to priority changes and tight deadlines
- Produced dynamic videos for the City Hall's blog, highlighting community projects and success stories
- Managed multiple tasks to contribute to the flow of information through various media channels
- Coordinated production schedules, editing, printing and duplication processes
- Increased knowledge of film production, camera operation, audio control, switching and directing
- Leveraged strong interpersonal skills for the success of the team
- Communicated clearly and delegated projects effectively.
Education
Bachelor of Arts - Communication & Fine Arts
The University of Memphis
01.2021
Skills
- AP Style Writing
- Adobe Suite
- Account Management
- Active Directory
- Content Development
- Creative Writing
- Critical Thinking
- Conflict Resolution
- Canva Design
- Customer Service
- Collaboration
- Detail Oriented
- Interviewing & Research
- Microsoft Suite
- Problem Solving
- Public Speaking
- Publishing
- Teamwork
- Time Management
- Technical Support
- Verbal Communication
- Wordpress & Wix
Websites
Timeline
Virtual Customer Care
American Express
04.2022 - 11.2023
Technical Support Agent
UMRF Ventures
08.2020 - 04.2022
Communication Specialist Intern
City Hall of Memphis
07.2019 - 06.2020
Producer
MSU News; Mississippi State University
01.2019
Bachelor of Arts - Communication & Fine Arts
The University of Memphis