Jasamine McEachern
Tacoma,WA
Summary
Summary of Qualifications
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Customer Success Coordinator
ACTRIV HEALTHCARE
12.2022 - Current
- Working with diverse populations, build rapport with international business partners.
- Create relationships with healthcare facilities.
- Staff healthcare providers up to 250 shifts weekly with different facilities
- Generated 4,000 in care hours worked monthly
- Create schedules for healthcare facilities.
- Provider credentialing
- Send credentials to facilities for healthcare providers who are working.
- Respond via phone, email, and text communication with providers and facilities.
- Fill needs received within 15 minutes.
- Make over 100 outbound calls daily to healthcare providers.
- Fill last minute shifts within 10-30 minutes of being received
- Supervise 2-4 employees on the weekends.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Project Manager-REMOTE
YES MAM LLC
01.2019 - Current
- Completed up to 4 projects simultaneously to optimize project completion.
- Created and updated records and files to maintain document compliance.
- Performed work according to project schedules and established quality standards.
- Provided assistance with preparation of project-related reports, manuscripts and presentations.
- Worked with senior leadership to complete complex projects on time and under-budget.
- Researched and analyzed data to support project-related decisions.
- Tracked and recorded open and closed orders and change requests to prevent errors, keeping all team members aligned with current demands.
- Identified communication channels to set roadmap to distribute information.
- Monitored and reported on project risks and proposed solutions.
- Completed domain name registrations and maintained website and web hosting account.
- Developed graphic and image assets for both content and digital marketing efforts.
- Designed highly engaging interactive user interfaces that complied with modern web standards.
- Monitored project performance to identify areas of improvement and make adjustments.
- Planned, designed, and scheduled phases for large projects.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Developed and implemented strategic project plans to meet business objectives.
- Reported regularly to managers on project budget, progress and technical problems.
- Analyzed project performance data to identify areas of improvement.
- Recruited and oversaw personnel to achieve performance and quality targets.
Market Sales Associate-Supervisor
ALLSTATE
03.2022 - 12.2022
- Managed up to 12 people for SalesOutbound cold calling, while taking incoming calls from warm leads
- Making over 100 outbound calls a day
- Taking Payment Binding Auto, Homeowners, and Renters insurance policies
- Business to Business Sales
- Marketing
- Social media marketing
- Customer Service for existing customers
- Communicated with customers everyday via text, email, social media, and by phone.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Utilized CRM software to manage client relationships.
- Developed and implemented marketing strategies to boost sales and increase customer base.
- Created detailed reports for management to track performance and sales.
- Educated clients on insurance policies and procedures.
- Conducted research and identified market trends to develop better strategies for sales.
- Developed and implemented promotional strategies to increase customer base.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Evaluated performance against goals and implemented appropriate development plans.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Trained team members in successful strategies to meet operational and sales targets.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Submitted reports to senior management to aid in business decision-making and planning.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Debt Collector REMOTE
TRANSWORLD SYSTEMS INC
09.2020 - 03.2022
- Take over 100 calls daily
- Take Credit Card payments
- Toggle between 12-15 screens on every call
- Meet all commission monthly goals
- Document and request documents sent out.
- Achieved performance goals on consistent basis.
- Collected on delinquent accounts to reduce overdue balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed and documented collection procedures and policies to comply with government regulations.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Researched billing errors and discrepancies to initiate corrective action.
Life Insurance Agent
ASSURANCE
05.2019 - 03.2020
- Recieve over 120 calls daily
- Sold 250,000 in revenue monthly
- Explain life insurance policies
- Protect client’s information
- Take payments
- Follow all legal guidelines
- Maintained high standards of customer service by building relationships with clients.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Marketed life insurance products to increase customer bases and revenue.
- Explained advantages, features, and disadvantages of various policies to promote sale of plans, boosting overall sales.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Generated leads through cold-calling, networking and other outreach methods.
Sales Manager
Xfinity, Comcast
07.2018 - 07.2019
- Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues
- Recognizes, conveys, promotes, and sells products and service value
- Used customer insights to develop innovative sales strategies to increase sales.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Collaborated with cross-functional teams to identify and address customer needs.
- Articulates our competitive advantage
- Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
- Demonstrates closing techniques consistently, repeatedly, and in a timely manner
- Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience (CQE)
- Acts as an Ambassador for Comcast by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call
- Promotes and recommends Comcast products and services based on a logical relationship to the customer's needs and interests
- Trained and mentored new sales representatives.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Top sales agent for December 2018
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Prepared sales presentations for clients showing success and credibility of products.
Sales Specialist
Mutual Of Omaha
04.2016 - 03.2018
- Took over 50 incoming Sales/customer service calls a day
- Took payments over the phone via credit card and electronic check
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Gained my life and health insurance license
- Marketed life insurance products to increase customer bases and revenue.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Promoted products and services using upselling and other sales strategies.
- Retained up-to-date industry knowledge for accurate, well-informed customer interactions.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Drafted, finalized and submitted paperwork to complete sales.
- Collected premiums on or before effective date of coverage.
- Generated leads through cold-calling, networking and other outreach methods.
Sales Manager
EMS INC
01.2016 - 04.2016
- Quickly develops a rapport with the guests
- Handles incoming calls, emails, and chats to secure the necessary information to determine guests’ needs during hotel stay
- Maintain a basic knowledge of the hotels represented and the difference between them
- Utilizes hotel fact screens and documents to answer guests and hotel questions
- Educate guests on property amenities
- Applies sales techniques to convert calls into reservations
- Serve as a single point of resolution for the customer
- Promote the client’s brand and vision with each customer interaction
- Maximize hotel room rates and occupancy by using effective upselling and suggestive selling methods
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Evaluated performance against goals and implemented appropriate development plans.
Customer Service Representative
Sykes, Virtual Call Center Customer Care
11.2015 - 02.2016
- Monthly website maintenance
- Customer service for online apparel and accessory ordering
- Order inventory, keep inventory stocked
- Hire employees
- Train employees
- Hire 1099 sub contractors’
- Payroll
- Creating all welcome documents
- Meet with managers monthly to make sure their goals align with the monthly goals of the company and how were going to get there., Answered incoming calls Full time from home
- Worked with computer Equipment and software sent to me
- Tracked online orders- gave customers detailed pickup information
- Used dual screen monitors for multi-tasking with multiple tabs open
- Explained navigation to customers for online orders
- Reset online passwords
- Created customer profiles
- Adhered to specific Quality Assurance criteria
- Worked Independently in-home office
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Agent, Customer Service/Sales Representative
Prime Therapeutics LLC, Sitel Corporation
07.2014 - 06.2015
- Customer Care for Medicare and Commercial medical insurance members
- Explained members medical insurance benefits
- Refilled medications via phone and email
- Contacted doctors on behalf of members to renew prescriptions
- Took over 45 incoming calls a night and sent faxes
- Transferred members to different departments and companies
- Submitted documents on behalf of the member
- Walked members through the online website and how to use it
- Emailed customers about their medications and benefits
- Helped the company on individual projects to better the service of the company
The Service Representative (SR)
08.2013 - 03.2014
- Making sure customers get the highest quality service
- Using their problem solving skills and making quick decisions
- Customer Care department is instrumental in helping our customers get quick, informed answers to their issues
- Taking payments and reviewing payment history
- Employee of the month November 2013
- Call Handling minimum of 50 calls per day and overturned objections from customers, provides customer service support to the club members and guests
- Ensure all check in procedures are followed, appropriate fees are collected
- Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests
- Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments
- Perform general cleaning duties, including hourly locker room checks
Sales Manager
E. Enterprise
08.2012 - 08.2013
- Sales and Marketing-Entry level management training
- Number one sales representative in the nation for energy
- Trained & managed a team of 7 people
- Door to door sales training
- Sales meetings and daily learning including overturned objections by the consumer
Sales Manager
American Red Cross
02.2012 - 08.2012
- Receive, direct, transfer, and relay telephone messages and fax messages
- Organize and coordinate meetings, conferences, type and distribute minutes of Board meetings
- Implement and maintain office systems, schedules, and calendars
- Organize internal and external events for the community
- Arrange and confirm appointments and blood drives
- Handle incoming mail, set up and maintain filing systems, set up work procedures, collect and input information
- Maintain databases and general contact information of volunteers
- Communicate via phone, in writing, and through email to answer inquiries and provide information
- Coordinate the flow of information both internally between departments and externally with the community and board members
Sales Associate
Finishline
02.2005 - 06.2006
- Recipient of employee of the month awards for superior customer service
- Top Sales associate from meeting above and beyond sales goals
- Operated cash registers; Rang up purchases and processed cash, credit/debit/gift card payments; Verified register funds at start of shift; Reconciled daily transactions at end of shift
- Handled merchandise returns and special orders; issued refunds, receipts, and product warranty paperwork
- Provided sales support ; Approached customers to offer assistance with merchandise selections and purchases; responded to inquiries regarding products and store policies and procedures
- Stocked floor shelves and display sections; Monitored aisles for sufficient merchandise and maintained areas clean and orderly).
Education
Bachelor of Arts - Business Management
City University of Seattle
Seattle, WA12.2023
High School Diploma -
Lakes High School
Lakewood, WA06.2006
Skills
- Salesforce CRM Experience
- Revenue Growth
- Customer Service
- Define Customer Needs
- Continuous Quality Improvement (CQI)
- Effective Customer Communication
- Consultative Selling Techniques
- Sales Management
- Account Management
- Revenue Quotas
- CRM Software
Additional Information
- 15 years of sales/customer service Management experience
- 10 years of call center Management experience
- 8 years of Remote Management experience
Timeline
Customer Success Coordinator
ACTRIV HEALTHCARE
12.2022 - Current
Market Sales Associate-Supervisor
ALLSTATE
03.2022 - 12.2022
Debt Collector REMOTE
TRANSWORLD SYSTEMS INC
09.2020 - 03.2022
Life Insurance Agent
ASSURANCE
05.2019 - 03.2020
Project Manager-REMOTE
YES MAM LLC
01.2019 - Current
Sales Manager
Xfinity, Comcast
07.2018 - 07.2019
Sales Specialist
Mutual Of Omaha
04.2016 - 03.2018
Sales Manager
EMS INC
01.2016 - 04.2016
Customer Service Representative
Sykes, Virtual Call Center Customer Care
11.2015 - 02.2016
Customer Service Agent, Customer Service/Sales Representative
Prime Therapeutics LLC, Sitel Corporation
07.2014 - 06.2015
The Service Representative (SR)
08.2013 - 03.2014
Sales Manager
E. Enterprise
08.2012 - 08.2013
Sales Manager
American Red Cross
02.2012 - 08.2012
Sales Associate
Finishline
02.2005 - 06.2006
Bachelor of Arts - Business Management
City University of Seattle
High School Diploma -
Lakes High School