Jasmin Cervantes
Pomona,CA
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
19
19
years of professional experience
Work History
Team Leader – OCTA Team
Alta Resources
Brea, CA
10.2014 - Current
- Lead daily operations for a team of 13+ customer service representatives in a high-volume call center environment handling 600+ calls a day.
- Conduct monthly performance reviews, providing coaching and mentorship to elevate call quality and boost productivity metrics.
- Analyze reporting data to forecast call volume and optimize staffing levels
- Handle escalated customer concerns, successfully resolving high-impact issues and improving client satisfaction
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Partner with client stakeholders to address service concerns and maintain strong business relationships
- Conduct interviews, hiring, onboarding, and training of new employees
- Developed and implemented Annual Development Plans to support employee growth and retention
Front Office Coordinator
Astra Tax & Immigration Services LLC
Covina, CA
01.2023 - Current
- Coordinated client appointments and maintained scheduling efficiency across multiple service areas.
- Assisted in managing communication between clients and tax professionals to enhance service delivery.
- Implemented filing systems for client documents, improving organization and retrieval processes.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
Senior Customer Service Representative
Alta Resources
Brea, CA
- Supervised Reduced Fare ID, Pass Sales, and Customer Relations departments
- Supported leadership with reporting, scheduling, and performance tracking
- Trained and onboarded new hires across multiple service queues
- Helped maintain low attrition by fostering strong team engagement
- Assisted in improving monthly performance metrics and call quality standards
Customer Service Representative
Alta Resources
Brea, CA
- Assisted customers with transit routing, pass purchases, and service inquiries
- Processed payments and handled sensitive customer information securely
- Logged and documented customer feedback to improve service quality
Shift Manager
Puddingstone Hot Tub Resort
San Dimas, CA
06.2013 - 11.2014
- Managed daily operations, including reservations, customer service, and staff training
- Resolved escalated customer issues to ensure positive guest experiences
- Maintained facility standards, including water safety and chemical compliance
- Coordinated with event staff to support weddings and large events
Shift Lead
Subway
Pomona, CA
10.2007 - 06.2013
- Opened and closed store operations, including cash handling and inventory management
- Trained new employees and supported team performance
- Delivered consistent customer service in a fast-paced environment
Education
Bachelor of Arts - Psychology
California State University, Los Angeles
Los Angeles, CA05-2017
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call center experience
- Inbound call management
- Microsoft office
- Salesforce CRM
- Multi-line phone talent
- Policies and procedures adherence
- Administrative and office support
- Professional telephone demeanor
Awards
ACE of Spades Award — Alta Resources (2014–2015, 2016–2017), Recognized as a top 7% performer across a multi-location organization based on performance metrics and consistency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Office Coordinator
Astra Tax & Immigration Services LLC
01.2023 - Current
Team Leader – OCTA Team
Alta Resources
10.2014 - Current
Shift Manager
Puddingstone Hot Tub Resort
06.2013 - 11.2014
Shift Lead
Subway
10.2007 - 06.2013
Senior Customer Service Representative
Alta Resources
Customer Service Representative
Alta Resources
Bachelor of Arts - Psychology
California State University, Los Angeles