Jasmin Byrd

• Assisted customers with account inquiries and transaction processing to enhance service experience.
• Resolved customer issues by utilizing bank systems and resources for efficient problem-solving.
• Educated clients on banking products and services, promoting informed decision-making.
• Collaborated with team members to streamline communication and improve service delivery.
• Managed high-volume inquiries while maintaining positive relationships with customers.

• Evaluated client eligibility for health and human services programs, ensuring compliance with regulations.
• Processed applications and renewals efficiently, maintaining accurate case records in agency database systems.
• Assisted clients in understanding program requirements and benefits, enhancing service accessibility and satisfaction.
• Collaborated with multidisciplinary teams to address complex eligibility issues and streamline service delivery.

• In an inbound call contact center environment, I assist members, retirees, beneficiaries, and

employers with retirement questions related to enrollment, eligibility, service purchases, rollovers,

refunds, retirement, death claims, and state policies and procedures.

• Interpret, apply, and explain state policies, procedures, regulations, and statutes to callers with various

social and educational backgrounds in layman’s terms. Provide detailed documentation of contact

with customers.

• Prepare benefit estimates and respond to customer requests for written and/or computer-generated

documents.

• Developed and maintained candidate pipelines using Applicant Tracking System (ATS) tools.
• Conducted initial screenings to assess qualifications and cultural fit for various roles.
• Collaborated with hiring managers to define job requirements and create compelling job descriptions.
• Managed full-cycle recruitment processes, ensuring timely communication with candidates throughout the hiring journey.

• Analyzed workforce data to optimize staffing levels and improve service delivery.
• Create and edit production schedules, trainings and time off balances for new hires, rehires and current employees for multiple contact centers.
• Assist managers with off-phone agent activity requests submitted via emails, tickets and chat.
• Efficiently manage the team utilization using WFM Tools.
• Collaborated with operational teams to create strategies for workload balancing across departments.
• Managed real-time inbound call traffic across multiple contact center locations.

• Assist managers with off-phone agent activity requests submitted via emails or tickets.

• Obtain and process employee attendance reporting to ensure accurate time off balances and

attendance records.

• Assist branch employees with products, services and solutions to ensure external customers satisfaction with their financial needs while providing timely and accurate first call resolution.

• Managed inbound customer calls to resolve account inquiries and service requests.
• Provided accurate information on banking products, services, and promotions to enhance customer satisfaction.
• Educated customers on digital banking tools to promote efficient self-service options.
• Resolved complex customer issues by collaborating with internal departments for timely solutions.