Jasmin Colon
Jamaica,NY
Overview
7
7
years of professional experience
Work History
Client Success Supervisor
National Debt Relief
New York
10.2018 - Current
- Manage a team of 10 to 15 employees within multiple departments by monitoring production and quality
- Provide coaching to agents with transparency, empathy, and a commitment to mentorship
- Conduct weekly one on one and team meetings to review updated procedures and metrics for all agents
- Collaborate across departments to problem solve and resolve escalated accounts
- Audit the quality of all responses sent to clients via email to provide feedback to further improve an agent’s efficiency
- Interview potential candidates for multiple departments
- Observed calls to ensure agents are maintaining quality assurance guidelines
- Training new hires in Dominican Republic on departmental procedures and policies while providing coaching during their transition.
Client Success Specialist
National Debt Relief
New York
11.2017 - 10.2018
- Addressed client’s questions, concerns, and request primarily via email and chat as well as over the phone when needed
- Engaged in interdepartmental communication to ensure the needs of clients are met and accounts are processed accordingly
- Assisted team lead with tasks as needed and assisted in training new members
- Created templates for the clients to better assist their concerns and support other team members.
Client Success Representative
National Debt Relief
New York
05.2017 - 11.2017
- Maintained rapport with clients to ensure individual success in the program
- Presented settlement offers and updates pertaining to a client’s account through outbound and inbound calls
- Managed clientele deposits but not limited to replacing deposits and adding funds.
Education
English - Creative Writing
Hunter College of The City University of New York
New York, NY05.2015
Skills
- Client Engagement
- Project Management
- Customer Retention
- Data Analytics
- Customer service and support
- Client Education
- Customer Account Management
- Schedule Management
- Report Analysis
- Team Leadership
- Teamwork and Collaboration
- Problem-Solving
- Time Management
Additionalexperienceskills
- Excellent verbal and written communication skills.
- Proficient with Microsoft Office Suites including Excel.
Timeline
Client Success Supervisor
National Debt Relief
10.2018 - Current
Client Success Specialist
National Debt Relief
11.2017 - 10.2018
Client Success Representative
National Debt Relief
05.2017 - 11.2017
English - Creative Writing
Hunter College of The City University of New York