Jasmin Johnson
Mobile,AL
Summary
An organized and motivated individual, offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
28
28
years of professional experience
Work History
Call Center Supervisor
Results Companies
Mobile, AL
09.2019 - Current
- Monitored calls for quality assurance purposes.
- Analyzed customer feedback data to identify trends in customer service issues.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Provided guidance, training, coaching and mentoring to call center team members.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Call Center Representative
Results Companies
Mobile, AL
09.2018 - 09.2019
- Maintained detailed records of customer interactions and transactions for future reference.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Customer Service Representative
Redcats USA
El Paso, TX
08.2008 - 09.2009
- Identified opportunities for upselling additional products or services based on customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
Residential Instructor
ResCare
Las Cruces, NM
06.2005 - 07.2006
- Ensured all client rights were respected during interactions at all times while maintaining professional boundaries with clients.
- Developed positive relationships with the families of the clients through communication both in person and via phone calls and emails.
- Maintained accurate records related to client care including service plan notes and incident reports.
- Provided daily support and guidance to residents in a residential setting.
Medical Assistant
Dr. Carlos Cadena D.P.M., P.C
Las Cruces, NM
09.2001 - 08.2003
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Provided assistance to medical staff in performing minor surgical procedures.
Operating Room Specialist /Health Care Specialist
United States Army
Fort Knox, KY
05.1996 - 01.2000
- Reviewed patient charts for accuracy prior to surgeries, ensuring all appropriate documentation was present.
- Responded promptly to physician requests for additional instrumentation or supplies throughout the procedure.
- Provided technical assistance to surgeons during operations such as providing instruments or suctioning fluids from the surgical field.
- Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions.
Education
Bachelor of Science - Social Work
New Mexico State University
Las Cruces, NM05-2006
Skills
- Quality Assurance
- Call Monitoring
- Teamwork and Collaboration
- Multitasking
- Organizational Skills
- Adaptability and Flexibility
References
References available upon request.
Timeline
Call Center Supervisor
Results Companies
09.2019 - Current
Call Center Representative
Results Companies
09.2018 - 09.2019
Customer Service Representative
Redcats USA
08.2008 - 09.2009
Residential Instructor
ResCare
06.2005 - 07.2006
Medical Assistant
Dr. Carlos Cadena D.P.M., P.C
09.2001 - 08.2003
Operating Room Specialist /Health Care Specialist
United States Army
05.1996 - 01.2000
Bachelor of Science - Social Work
New Mexico State University
Similar Profiles
Gina MeekerGina Meeker
Call Center Representative at Results CompaniesCall Center Representative at Results Companies
Mary Joy PadelMary Joy Padel
Outbound Sales Representative at Results CompaniesOutbound Sales Representative at Results Companies
LATISHA WALKERLATISHA WALKER
Health Insurance Advisor at Results CompaniesHealth Insurance Advisor at Results Companies