Summary
Overview
Work History
Education
Skills
Timeline
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Jarin Yarbrough

Lake City,FL

Summary

Results-oriented customer support supervisor with a people-first approach, successful at motivating and building positive team dynamics as well as a strong rapport with customers. Proven track record of excellent customer service and the initiative to enthusiastically dive in and get things done.

Overview

9
9
years of professional experience

Work History

Digital Consumer Support Supervisor

Flash Parking
09.2021 - 06.2024
  • Actively sought out opportunities to optimize processes, improve team efficiency and enhance our customer’s experience.
  • Analyzed both individual and team performance metrics, identifying trends and pinpointing opportunities for improvement.
  • Provided weekly updates to higher management on team adherence to SLAs and KPIs, agent and lead concerns or feedback, and trends related to issues that caused customers to reach out for assistance.
  • Provided detailed quality assurance assessments for phone agents and Leads; examining interactions with to ensure adherence to company policies and support standards. Provided constructive feedback and coaching as needed.
  • Kept team motivated and encouraged during times of high stress, high volume, and very short staffing.
  • Met with agents and leads one-on-one monthly to provide feedback, review performance metrics and provide any needed coaching.
  • Assisted in leading comprehensive lessons aimed to coach new and tenured agents, helping them develop their skills and refresh their knowledge of policies and procedures.
  • Kept all documentation, help articles and training materials up to date, including a complete rewrite of all new hire coursework.
  • Used customer and agent feedback to drastically improve our process for handling refunds, resulting in decreased call and email volume related to refund issues.

Senior CX Lead

Flash Parking (a.k.a Arrive Mobility, Inc.)
04.2019 - 09.2021
  • Supported teammates during customer calls and handled escalations over phone, email/ticket and social media.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Answered incoming calls, emails/tickets and social media posts to assist customers as needed.
  • Participated in team meetings as a voice for the customer, providing feedback and concerns from customers to upper management to encourage product and process optimization on their behalf.
  • Trained new hires and assisted in identifying their strengths and areas for improvement, leading to more focused skill development over their initial 90 days on the job.
  • Assisted in the building, implementation and optimization of operational processes.

CX Specialist

Flash Parking (a.k.a ParkWhiz)
07.2018 - 04.2019
  • Answered 60-100+ incoming phone calls, emails and social media posts to assist customers each day.
  • Responded to customer requests for products, services, and company information.
  • Innovatively resolved complex problems by exploring unconventional methods and documenting those solutions for department-wide use.
  • Coordinated across teams and third-party clients/partners to resolve issues and implement process changes.
  • Always maintained a professional and positive attitude when interacting with customers and third parties.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback for myself (CSAT 4.3/5) and the company.
  • Consistently praised by management and customers alike for going above and beyond.

Customer Service Representative

TTEC
09.2015 - 03.2017
  • Consistently maintained an NPS score of 90+ and 100% Reliability.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes and conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Associate of Applied Science - Web Technoligies

Forsyth Technical Community College
Winston-Salem, NC
05-2021

Associate of Arts - General Education

Forsyth Technical Community College
Winston-Salem, NC
12-2012

Skills

  • Team Leadership
  • Performance Monitoring & Management
  • Strong Verbal & Written Communication
  • Tech-savvy
  • Cross-functional Collaboration
  • Escalation Handling
  • Continuous Improvement
  • Great, Positive Attitude

Timeline

Digital Consumer Support Supervisor

Flash Parking
09.2021 - 06.2024

Senior CX Lead

Flash Parking (a.k.a Arrive Mobility, Inc.)
04.2019 - 09.2021

CX Specialist

Flash Parking (a.k.a ParkWhiz)
07.2018 - 04.2019

Customer Service Representative

TTEC
09.2015 - 03.2017

Associate of Applied Science - Web Technoligies

Forsyth Technical Community College

Associate of Arts - General Education

Forsyth Technical Community College

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Jarin Yarbrough