Jasmine Clarke
Oak Lawn,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Accenture
Chicago, IL
05.2023 - 04.2026
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Trained and mentored new team members, fostering a culture of continuous learning and development.
- Analyzed customer feedback to identify trends and recommend process improvements for enhanced service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
Sales Development Representative
Accenture
Chicago, IL
04.2022 - 04.2023
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Won new business by articulating full value of company's capabilities to prospects.
- Increased customer base and gross profit 50% through effective lead generation.
- Conducted international cold calls to enrich or disqualify leads
- Completed daily outbound international calls of 25 calls, up to 4 hours daily to UK
- Contacted approximately 100-150 international prospective customers per week to uncover sales opportunities, boosting overall sales 50-75%.
- Worked independently with minimal supervision.
- Contributed to team objectives in fast-paced environment.
- Prioritized tasks and projects to meet tight deadlines.
- Exceptional computer skills
- Developed new business relationships and maintained existing through regular communications and effective account management.
- Recorded accurate and efficient records in customer database.
- Utilized Microsoft Excel to manage sensitive client information and update existing and new client profiles.
- Developed advanced understanding of products and services to react to customer objections, competitive questions and other FAQs.
- Increased customer base and gross profit by 10% through effective lead generation.
- Contacted approximately 100-150 prospective customers per week to uncover sales opportunities, boosting overall sales 6%.
- Employed consultative approach to assess customer needs and business challenges.
- Emailed important, relevant information regarding VodaFone to 150-200 potential and existing customers.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Kept detailed records of daily activities through online customer database.
- Completed call reports, paperwork and on-going personal training by required deadlines.
Technical Support Analyst II/Senior Analyst
Accenture
Chicago, IL
05.2021 - 04.2022
- Provide customer satisfaction for Diamond Tier Client on Global scale
- Met SLA agreements and maintained ticketing queues
- Hosted training sessions for new hires
- Assigned tasks to specialists as needed
- Reduced Tier 2 wait times by 5% overall
- Completed daily metrics within timely manner
- Collaborated with Team Leaders via meetings to discuss team metrics
- Lead daily morning huddle to discuss daily metrics and expectations
- Hit targeted metrics of 25-50 daily tickets without pushback
- Collaborated with Tire 1 to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Analyzed Social Media issues to identify troubleshooting methods needed for quick remediation.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Designed strategic plan for component development practices to support future projects.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Reduced response time for Tier 2 support tickets by 5% overall.
Cashier and Customer Service
Whole Foods Market
Orland Park, IL
09.2018 - 05.2021
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Collected and authorized payments of guests.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Performed cash, card and check transactions to complete customer purchases.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Increased checkout speeds by 5%
Asssistant Store Manager
Sprint by imobile
Chicago Ridge, IL
01.2017 - 06.2018
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Increased store sales by 10%
- Provided daily store Metrics to be met by team
Fine Jewelry Consultant
Sears
Chicago Ridge, IL
06.2015 - 12.2016
- Greeted customers, helped locate merchandise and suggested suitable options.
- Completed store opening and closing procedures as per company guidelines.
- Asked open-ended questions to determine exactly what customers required, available budgets and target recipient for each purchase.
- Performed general maintenance and light cleaning of showroom.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
- Provided dynamic service to customers through active engagement, direct eye contact, and well-honed listening skills.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Upsold warranties and purchase add-ons to customers to drive sales revenues and achieve sales goals.
- Mentored new sales associates on store return policies and customer service techniques.
- Assisted in increasing sales by 3%
Education
High School Diploma -
William J Bogan High School
Chicago, IL06-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Call center operations
- Call management
- Customer relationship management (CRM)
Accomplishments
- Collaborated with team of 6 in the development of Social Media Accuracy.
- Achieved decreased wait times improving accuracy in resolutions by completing SLA wait times with accuracy and efficiency.
- Supervised team of 8-10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved backend Social Media techinical issues which led to decreased wait times overall.
- Completed daily checklist for Lead Prospecting within given timeframe [4 hours internationally to UK]
- Completed daily call averages of 25-40 international calls
Timeline
Customer Service Representative
Accenture
05.2023 - 04.2026
Sales Development Representative
Accenture
04.2022 - 04.2023
Technical Support Analyst II/Senior Analyst
Accenture
05.2021 - 04.2022
Cashier and Customer Service
Whole Foods Market
09.2018 - 05.2021
Asssistant Store Manager
Sprint by imobile
01.2017 - 06.2018
Fine Jewelry Consultant
Sears
06.2015 - 12.2016
High School Diploma -
William J Bogan High School