Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jaslyn Smithandrew

Jacksonville

Summary

Experienced with managing customer inquiries and resolving issues promptly to ensure satisfaction. Utilizes effective communication and problem-solving skills to create positive customer experiences. Track record of fostering loyalty and maintaining client relationships through attentive service and adaptability.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Care Expert

Select Portfolio Servicing
12.2022 - 05.2025
  • Assisted customers with inquiries and resolved issues through effective communication.
  • Provided support in managing customer accounts and updating information.
  • Collaborated with team members to enhance customer service processes.
  • Learned company products and services to deliver accurate information to customers.
  • Reduced customer complaints by proactively identifying patterns and addressing root causes of recurring problems.

Direct Care Professional

Community Based Care
11.2023 - 10.2024
  • Delivered personalized care to individuals with disabilities, enhancing daily living experiences.
  • Assisted clients with activities of daily living, promoting independence and dignity.
  • Collaborated with healthcare professionals to develop and implement individualized care plans.
  • Monitored client well-being and reported changes in condition promptly to ensure safety.
  • Implemented strategies to de-escalate challenging behaviors, ensuring a safe environment for all clients.

Customer Service Representative

Complete Recovery
01.2020 - 12.2022
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call operations while maintaining service quality standards.
  • Documented customer interactions accurately in CRM system to ensure proper follow-up.
  • Collaborated with team members to enhance service delivery processes and improve customer satisfaction.

Retention Specialist

ADT Security
04.2017 - 10.2020
  • Developed retention strategies to enhance customer loyalty and engagement.
  • Analyzed customer feedback to identify pain points and improve service delivery.
  • Implemented targeted communication campaigns to re-engage at-risk customers.
  • Collaborated with cross-functional teams to streamline onboarding processes for new clients.

Customer Service Representative

Convergys, AT&T
10.2014 - 04.2017
  • Conducted product knowledge training for new hires, fostering a knowledgeable support team.
  • Assisted in developing FAQs and troubleshooting guides to streamline support efforts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

High School Diploma -

John R. Buchtel
Akron Ohio
05-2012

Skills

  • Complaint handling
  • CRM software proficiency
  • Customer service
  • Time management
  • Multitasking and organization
  • Appointment scheduling
  • Order processing
  • Calm under pressure
  • MS office
  • De-escalation techniques
  • CPR certified

Accomplishments

  • Supervised team of 8 staff members.

Certification

  • CMT - Certified Medication Technician
  • First Aid/CPR Certified
  • CPCT/A - Patient Care Technician/Assistant

Timeline

Direct Care Professional

Community Based Care
11.2023 - 10.2024

Customer Care Expert

Select Portfolio Servicing
12.2022 - 05.2025

Customer Service Representative

Complete Recovery
01.2020 - 12.2022

Retention Specialist

ADT Security
04.2017 - 10.2020

Customer Service Representative

Convergys, AT&T
10.2014 - 04.2017

High School Diploma -

John R. Buchtel

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