Jasmine Adams
Atlanta,GA
Summary
Results-driven Customer Service Specialist, offering a proven history of achievement during [10+]year career. Talented leader with analytical problem-solving and strategic planning skills. With expertise in communication and negotiating. A Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches, while creating solutions for customers to drive loyalty, retention and revenue.
Overview
12
12
years of professional experience
Work History
Insurance Customer Service Representative
TTEC-Progressive Auto
01.2024 - Current
- Assisted customers with completing insurance documents to avoid missed information.
- Assessed customer needs and recommended suitable insurance policies.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
Client Services Support Specialist
TTEC - Charles Schwab
10.2022 - 12.2023
- Promoted to Chat Coach, where I assisted other team members and new hires with daily business operations, providing immediate solution-based responses for multiple employees simultaneously, contributing to their success with the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responsible for accepting, distributing and accounting for funds and securities in multiple accounts on a consistent basis.
- Secured, analyzed and protected sensitive, personal and financial information
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Sales Tech Support Representative
Verizon
10.2021 - 10.2022
- Achieved company defined sales goals.
- Delivered customized solutions for clients based on their unique needs and preferences, creating tailored experiences that led to higher retention rates.
- Recorded accurate and efficient records in customer database.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Auction Support Coordinator Lead
Manheim
10.2014 - 09.2021
- Recorded lane and Simulcast bid amounts and entered customer related data in computer system in a fast paced environment.
- Provide assistance to auctioneer with monitor operation, information verification and bid review
- Supported auctioneer with accurate record-keeping, ensuring timely updates on bid amounts and successful bidders.
- Process bills of sale as required
- Review vehicle titles for accuracy and completeness to include VIN, odometer reading and release of liens
- Maintained a positive environment during high-pressure situations, diffusing any conflicts or misunderstandings that arose among bidders.
- Conducted comprehensive title searches to maintain accuracy and compliance of real estate transactions.
- Facilitated smooth payment transactions by efficiently processing invoices and collecting payments from winning bidders.
- Maximized bidder participation by effectively communicating upcoming auctions through various marketing channels.
- Increased bidder satisfaction by providing exceptional customer service and promptly addressing inquiries.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Provided ongoing support to assigned clients, managing their accounts.
Customer Service Agent (Remote)
Arise Virtual Solutions
10.2013 - 08.2014
- Provide quality customer care to clients
- Responsible for accepting payment system and making payment arrangements
- Resolving disputes and de-escalating customer concern calls
- Placing orders
- Contact Representative.
Customer Support Specialist
Internal Revenue Service
06.2012 - 09.2013
- Applied the tax code to assist taxpayers in understanding and meeting their tax responsibilities.
- Secure, analyze and protect sensitive personal and financial information
- Conducted ongoing professional development activities to stay current with changing industry trends, legislation, rules, regulations affecting taxation practices.
- Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.
- Analyzed financial records to verify accuracy of tax returns.
- Investigated and resolved customer inquiries and complaints quickly.
- Address wide range of issues/problems that require unique solutions
- Completed and filed returns with tax departments at local, state, and federal levels.
- Developed and updated databases to handle customer data.
Education
Associate's - Business Administration And Management
Atlanta Metropolitan College
Atlanta, GACertificate of completion - Information Technology
Year up Atlanta
Atlanta, GASkills
- Customer Service
- Live chat support
- Financial Information Systems
- Financial Product Sales
- POS Systems and Ordering Platforms
- Regulatory Compliance Adherence
- Issue and Complaint Resolution
- Billing Adjustments
- Financial Transactions
Timeline
Insurance Customer Service Representative
TTEC-Progressive Auto
01.2024 - Current
Client Services Support Specialist
TTEC - Charles Schwab
10.2022 - 12.2023
Sales Tech Support Representative
Verizon
10.2021 - 10.2022
Auction Support Coordinator Lead
Manheim
10.2014 - 09.2021
Customer Service Agent (Remote)
Arise Virtual Solutions
10.2013 - 08.2014
Customer Support Specialist
Internal Revenue Service
06.2012 - 09.2013
Associate's - Business Administration And Management
Atlanta Metropolitan College
Certificate of completion - Information Technology
Year up Atlanta
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