Jasmine Carter
Oklahoma City
Summary
Dynamic customer service professional with extensive experience at Tinker Federal Credit Union, excelling in problem resolution and teamwork. Proven track record in enhancing member satisfaction through effective communication and financial literacy education. Skilled in data entry and document management, committed to maintaining confidentiality and adhering to policies and procedures.
Overview
14
14
years of professional experience
Work History
Member Service Representative I
Tinker Federal Cu
11.2023 - Current
- Assisted members with account inquiries and transactions, enhancing customer satisfaction.
- 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.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Educated members on products and services, promoting financial literacy and engagement.
- Resolved member issues promptly, maintaining high standards of service excellence.
Overnight Assistant Store Lead
7-eleven
04.2023 - 08.2023
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Managed efficient cash register operations.
- Performed cash, card, and check transactions to complete customer purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
E-Commerce Member Services Rep
Costco
07.2022 - 03.2023
- Assisted a large volume of customers every day via phone and chat regarding online orders and products.
- Assisted Logistics with scheduling deliveries
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Met customer call guidelines for service levels, handle time and productivity.
- Crossed trained in T2 Standard sorting
Lead Records Clerk
Red River Youth Academy
11.2020 - 07.2022
- Maintained accurate and organized records for youth client files and documentation.
- Processed incoming and outgoing correspondence, ensuring timely distribution to relevant parties.
- Assisted in new hire orientation in regards to records, GSRs, Restraint packets, Q15s and group notes.
- Conducted regular audits on clinical records to ensure compliance with organizational policies and data integrity standards.
- Assisted in audit preparations for DHS and Joint Commission, ensuring all required documentation was easily accessible and updated.
- Followed security protocols to protect sensitive and proprietary information.
- Processed Medical record requests.
- Assisted in training new staff on record management systems and procedures.
Learning Trainer
Sitel
04.2017 - 11.2020
- Crossed Trained to handle Card and Member Services
- Assisted with "your spending account" to provide claim forms and enrollment details and setting up customer's voice signature.
- Assisted in the Aon Campaign by facilitating 3 in-person training sessions to handle Medicare eligible retirees and appointment setup.
- Performed 90 day observations for new hires, corrected timecard errors in Kronos.
- Maintained trainees gradebooks
- Provided coaching and mentoring to employees.
Customer Service Representative
Walmart
09.2016 - 04.2017
- Collaborated with team members to maintain a clean and organized sales floor environment.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Attended to customer complaints and processed product return or replacement requests.
- Processed transactions efficiently using point-of-sale systems, reducing wait times for customers.
On Rent Support Specialist
Hertz
04.2012 - 09.2016
- Resolved escalated customer inquiries and issues through effective communication and problem-solving techniques.
- Assisted Roadside Agents in Tahlequah, OK and Orlando, FL with customer inquiries regarding issues or concerns related to Hertz Car rentals.
- Handled special projects as assigned by Management.
- Issued payments and Purchase Orders to vendors that performed services on Hertz rental cars
- Notified the Hertz Rental airport locations of towed car details
- Assisted with locating overdue, lost and stolen cars
Education
High School Diploma -
Piedmont High School
Piedmont05-2010
Skills
- Customer service
- Call center experience
- Banking
- Teamwork and collaboration
- Problem resolution
- Microsoft office
- Data entry
- De-escalation techniques
- Customer data confidentiality
- Document and records management
- Staff education and training
- Policies and procedures adherence
- Order and refund processing
- Retail store support
- LiveChat message
Timeline
Member Service Representative I
Tinker Federal Cu
11.2023 - Current
Overnight Assistant Store Lead
7-eleven
04.2023 - 08.2023
E-Commerce Member Services Rep
Costco
07.2022 - 03.2023
Lead Records Clerk
Red River Youth Academy
11.2020 - 07.2022
Learning Trainer
Sitel
04.2017 - 11.2020
Customer Service Representative
Walmart
09.2016 - 04.2017
On Rent Support Specialist
Hertz
04.2012 - 09.2016
High School Diploma -
Piedmont High School