Jasmin Machado
Victorville,CA
Summary
Experienced customer service professional with a demonstrated ability to consistently provide top-notch support and cultivate strong customer relationships. Proficient in conflict resolution, effective communication, and problem-solving. Achieves high levels of customer satisfaction and loyalty. Collaborates with teams, adapts to evolving demands, and delivers impactful outcomes. Recognized for reliability and a results-oriented mindset.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Haveda (formerly MAPI)
01.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
Receptionist/Front Desk
Viajes America
04.2020 - 05.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Packer
Kelly Services, Neutrogena
08.2018 - 03.2020
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Complied with company policies and industry regulations throughout all packing activities, promoting a safe working environment.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Improved team collaboration through effective communication and coordination with coworkers.
- Collaborated with team members to achieve daily goals and meet company objectives.
- Demonstrated flexibility in adapting to various packing procedures for different types of products, meeting specific client requirements.
- Supported training efforts for new team members, sharing knowledge of best practices for successful packing operations.
- Supported warehouse operations by efficiently moving materials to designated areas using pallet jacks or hand trucks.
Front Desk/ Dental Assistant
Dr. Sakurai DDS
09.2013 - 08.2014
- Enhanced patient experience by providing a welcoming and efficient front desk service.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Maintained inventory of office supplies, anticipating needs and placing orders as necessary to prevent shortages or delays in treatment.
- Demonstrated versatility in administrative tasks including data entry, payment processing, report generation, and document management – helping maintain smooth office operations overall.
- Supported dentist during procedures by preparing materials, sterilizing equipment, and updating patient charts as needed.
- Contributed to the practice''s success by consistently meeting monthly revenue targets through effective scheduling and follow-up procedures.
- Collaborated with dental staff to optimize appointment scheduling, maximizing productivity while minimizing patient wait times.
- Developed strong relationships with patients through excellent interpersonal skills, fostering trust and loyalty within the practice community.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Dental Assistant
ABC Dental
08.2008 - 09.2009
- Assisted the dentist with dental procedures such as fillings, root canals, crowns, dentures and regular check ups
- Greeted the patient when they came in, took x rays, and pictures with a camera of obvious spots where there could be cavities and ask patient if anything bothered them
- I had to do all this before getting the doctor in the room
- Then explain things to the doctor that the patient might be concerned about, also polish patients teeth after the doctor is done with the check up and cleaning
- Sterilize instruments and package them and clean room for the next patient
- Occasionally answer phones and file patient charts in the back
Education
Dental Assistant program -
Everest College
Gardena, CA07.2008
El Camino College - Art
El Camino College
Torrance, CA05.2006
High School Diploma -
Hawthorne High
Hawthorne, CA06.2004
Skills
- Customer Service Expertise
- Customer Complaint Management
- Quality assurance
- Credit card processing
- Order fulfillment
- SOP writing
- Call center experience
- Service recommendations
- Shipping and logistics
- Live chat support
- Returns and exchanges
- Teamwork and collaboration
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Service Representative
Haveda (formerly MAPI)
01.2023 - Current
Receptionist/Front Desk
Viajes America
04.2020 - 05.2021
Packer
Kelly Services, Neutrogena
08.2018 - 03.2020
Front Desk/ Dental Assistant
Dr. Sakurai DDS
09.2013 - 08.2014
Dental Assistant
ABC Dental
08.2008 - 09.2009
El Camino College - Art
El Camino College
Dental Assistant program -
Everest College
High School Diploma -
Hawthorne High
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