Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jasmia Washington

Middle River

Summary

Highly skilled customer service associate with extensive experience in providing exceptional support in handling high volume call center demands. administrative environments. Adept at handling high-volume inquiries, resolving customer concerns with empathy, and ensuring satisfaction. Strong multitasker with expertise in data entry, conflict resolution, and maintaining compliance with organizational policies. Demonstrates exceptional communication skills, attention to detail, and a commitment to fostering positive client relationships.

Overview

2
2
years of professional experience
1
1
Certification

Work History

CALL CENTER REPRESENTATIVE

TransCore
06.2024 - Current
  • Managed inbound and outbound calls, addressing customer questions and resolving issues
  • Escalated complex cases to the appropriate departments for resolution
  • Provided detailed information on services, policies, and payment options
  • Documented all interactions in Integrity systems to ensure accuracy and compliance
  • Met performance metrics, including call resolution time and customer satisfaction

CUSTOMER SERVICE LEAD

Capitol One
01.2023 - 05.2024
  • Provided guidance and support to CSR teams, acting as a subject matter expert for all product types
  • Managed service levels by scheduling, monitoring, and reporting key performance metrics
  • Handled escalated customer calls, implementing effective resolution strategies to maintain satisfaction
  • Developed and updated standard operating procedures, communicating changes to the team effectively
  • Identified and executed process improvements to enhance team productivity and streamline workflows

Education

High School Diploma -

Kenwood High School
Essex, MD

Associate Of Applied Science - Dental Assistant

U.S. Career Institute
Fort Collins, CO

Skills

  • Customer Relationship Management
  • Effective Verbal and Written Communication
  • Conflict Resolution and Problem-Solving
  • Empathy and Active Listening
  • Time Management and Prioritization
  • High-Volume Call Handling
  • Data Entry and Accuracy
  • Complaint Handling and Resolution
  • Healthcare Industry Knowledge
  • Adaptability and Multitasking
  • Team Collaboration and Coordination
  • Service Level Agreement (SLA) Adherence
  • Proficiency in Customer Relationship Management
  • Process Improvement and Workflow Optimization

Certification

  • Google Analytics Individual Qualification (IQ) – Google.

Timeline

CALL CENTER REPRESENTATIVE

TransCore
06.2024 - Current

CUSTOMER SERVICE LEAD

Capitol One
01.2023 - 05.2024

High School Diploma -

Kenwood High School

Associate Of Applied Science - Dental Assistant

U.S. Career Institute

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Jasmia Washington