Jasmin Gonzalez
Buckeye,AZ
Summary
Adaptable and friendly individual with strong communication skills and passion for helping others. Well-versed in problem-solving and conflict resolution, with knack for understanding customer needs and providing effective solutions. Committed to driving positive customer experiences and fostering long-lasting relationships.
Overview
13
13
years of professional experience
Work History
Customer Care Advocate
Blue Cross Blue Shield Of Arizona
09.2024 - Current
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
BANK FRAUD INVESTIGATOR
Discover Bank
08.2023 - 09.2024
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Conducted prompt and thorough investigations on referred files.
- Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Kept current with industry best practices and attended professional development events to maintain expertise in fraud investigation techniques.
MEMBER SERVICE REPRESENTATIVE
Navy Federal Credit Union
08.2022 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
BAKERY MANAGER
Safeway
10.2018 - 08.2022
- In this position I oversaw numerous employees
- I wrote schedules, wrote orders and did a monthly inventory of the department
- I also assisted with baking, cake decorating and packaging
CUSTOMER SERVICE MANAGER
Safeway
04.2012 - 10.2018
- As a Customer Service Manager I oversaw a group of employees
- I wrote schedules, ordered supplies and did the six months inventory of the store with store management
- I also balanced the stores daily funds every morning and assisted with doing so every evening
- I took customer complaints and found ways to make the store environment more pleasant
Education
High School Diploma -
Verrado High School
04-2012
Skills
- Spanish
- Financial transactions
- Financial fraud
- Active learning
- Order management
- Call center experience
- Microsoft outlook, word, and Excel
- Records research
- Customer support
- Employee scheduling
- Data entry proficiency
- Anti-money laundering
- Transaction processing
Timeline
Customer Care Advocate
Blue Cross Blue Shield Of Arizona
09.2024 - Current
BANK FRAUD INVESTIGATOR
Discover Bank
08.2023 - 09.2024
MEMBER SERVICE REPRESENTATIVE
Navy Federal Credit Union
08.2022 - 08.2023
BAKERY MANAGER
Safeway
10.2018 - 08.2022
CUSTOMER SERVICE MANAGER
Safeway
04.2012 - 10.2018
High School Diploma -
Verrado High School
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