Jasmine Bridges

• Maximized business efficiency by completing thorough and accurate daily management tasks such as overseeing registers, organizing inventory, and delegating tasks.
• Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
• Handled employee scheduling and coverage needs during business hours.
• Oversaw hiring, orienting and training of staff to facilitate capable workforce.
• Oversaw salon employee performance, facility cleanliness, and sales.
• Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies.
• Coached and trained employees to optimize performance and achieve demanding business objectives.
• Worked to continuously increase salon business through effective sales, service, and operations policies.
• Controlled inventory by tracking expenses, purchases, and shelf stock.
• Built business through commitment to excellent customer service, resulting in customer loyalty and retention.
• Managed cash flow, business transactions, banking, and accounting processes.
• Achieved personal sales goals by upselling products to meet individual needs.
• Maintained organization of salon and cleanliness of each station with regular cleaning and floor sweeping.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Scanner Operator:
• Recording of financial documents, via data entry of information from scanned documents to make searching for documents easily searchable for clients per their specifications of needed info.
• Operate state of the art high-speed scanning equipment for capture and imaging of lockbox payments.

Check Keyer:
• Primarily keying and processing checks, but could also include batch prep, extracting payments from envelope, payee verification and sorting.
• Data Entry using image-assisted technology in the most efficient manner.
Check Encoder:

• Accurately and efficiently encode all data that needs organizing and recording.
• Retrieved auto cash letter from printer placing with check batch and associate rejected checks from work unit with check and document image.
Mail Extractor:
• Open, sort, and balance customer remittances according to bank and customer procedures and deadlines.
• Monitor and/or ensure compliance with Federal and State laws and regulations; including but not limited to the Bank Secrecy Act and Anti-Money Laundering, in addition to, Bank operation policies and procedures.

• Facilitated multiple disciplines of training courses for the Bank via various delivery channels (Virtual
• Classroom, Web-Based Training and Instructor-Led) including facilitation of regional, headquarter, and support staff leadership and management programs
• Served as a facilitation SME to Instructional Design, and participate in the design and creation of various types of learning solutions
• Mentored new and junior facilitators on effective classroom and virtual delivery
• Maintained knowledge of Bank strategy and key initiatives; apply to learning solution design and to link class concepts to Bank goals and objectives
• Achievements: Promoted from Customer Care Specialist 1 to Training Lead,
• Successfully trained over 300 associates via Virtual Classroom, Built new training modules, ASTD Trainer
• Onboarded and completed New Hire I9 forms.
• Directed and participated in formal and informal meetings with bank directors, trustees and consultants to gather information and discuss findings.
• Completed quarterly assessments of financial and performance records and reports to promote operational improvements.
• Developed and delivered compliance training to team members and bank staff.
• Trained and supervised junior financial examiners, explaining procedures and protocols.
• Trained new personnel regarding company operations, policies and services.
• Maintained up-to-date knowledge of product and service changes.
• Cross-trained and provided backup support for organizational leadership.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Met customer call guidelines for service levels, handle time and productivity.
• Investigated and resolved customer inquiries and complaints quickly.
• Trained staff on operating procedures and company services.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Sought ways to improve processes and services provided.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Implemented and developed customer service training processes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Cross-trained and backed up other customer service managers.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Completed quarterly assessments of financial and performance records and reports to promote operational improvements.
• Directed and participated in formal and informal meetings with bank directors, trustees and consultants to gather information and discuss findings.
• Assisted with development of new accounting and financial policies and procedures.
• Reviewed financial documents, pointing out and correcting financial errors.
• Built and established strong professional relationships with clients and financial institutions.
• Reported violators of financial regulations to appropriate parties for disciplinary action.
• Performed yearly reviews of bank policies and procedures to evaluate compliance with regulatory requirements and standards.
• Read fraud and security risk management-related articles and white papers and took part in webinars to keep abreast of changes in fraud and security landscape.
• Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
• Partnered with fraud manager to research and investigate cases.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Developed policies to increase accuracy and resolution of customer care department.
• Assessed and offered solutions to improve procedures and customer experiences.
• Responded to customer calls and emails to answer questions about products and services.
• Maintained and managed customer files and databases.
• Responded to customer inquiries via phone, email and web-based platforms.
• Used exceptional communication to connect with customers, assess needs and present solutions.
• Verified accuracy of customer account information and updated when necessary.
• Directed customers to appropriate departments for additional support.
• Provided customers with detailed information on company products, services and materials.
• Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
• Assisted in training new employees and participated in cross-training with other departments.
• Communicated with customers to identify needs and expectations.
• Identified customer issues with products or services, investigated causes and initiated resolutions.
• Took ownership of customers issues to follow problems through to resolution.
• Kept accurate records to document service actions and discussions.
• Accurately tracked and recorded customer interactions in CRM platform.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
• Reviewed transactions and receipts to identify any suspicious activity.
• Summarized all key information regarding investigation into detailed report for delivery to client.
• Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.

• Handle inbound and outbound calls to proactively collaborate with delinquent customers, third parties and attorneys to initiate collections, retention or liquidation remedies
• Complete a root cause analysis to determine their ability to pay and their understanding of their financial situation
• Identify and apply the correct solution to assist the customers to retain their homes which could include: reinstating the loan, creating a valid repayment plan, forbearance and/or modifications
• Effectively collect loan payments on accounts which are in past due status
• Dissect and resolve complex servicing related issues in a clear concise manner
• Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
• Maintained strict confidentiality of bank records and client information.
• Assisted customers in understanding loan terms and conditions to make informed decisions.
• Developed strong relationships with customers through high levels of customer service.
• Advised clients on mortgage, education and personal loans.

• Responsible for assisting customers with travel requests by answering incoming calls and matching the features and benefits of AA to the needs of the passengers
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Answer customer's inquiries regarding all aspects of their travel on AA or one of our travel partners
• Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Reviewed and updated customer information to maintain up-to-date records for high-quality service.
• Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Self-motivated, with a strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Responsible for developing and managing relationships in accordance with Sprint’s core values
• Escalated point of support for complex products/service questions for customers as well as employees
• Proactively provided assistance to line agents as needed and through a variety of channels
• Worked with managers/supervisors to develop performance improvement strategies for teams
• Worked with workforce management to communicate staffing needs
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Installed malware to protect software from virus and cyber attacks.
• Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
• Connected to computer of client using remote link to install new programs and applications.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Troubleshot hardware, software and network issues to identify and rectify discrepancies.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Created user accounts and assigned permissions.
• Tested new software and hardware prior to deployment.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.