Summary
Overview
Work History
Education
Skills
Timeline
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Jasmine Craig

Mobile,AL

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Whirlpool
Mobile, AL
10.2023 - 12.2023
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Collected deposits or payments and arranged for billing.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Oversaw warranty counseling process to manage expense controls.
  • Set up and activated customer accounts.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Customer Service Representative

Alorica
Saraland, AL
04.2021 - 10.2022
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collected deposits or payments and arranged for billing.

Personal Care Assistant

SYNERGY HomeCare
Mobile, AL
11.2018 - 05.2020
  • Drove clients to doctors' appointments and social outings.
  • Administered medication under supervision of a registered nurse or physician.
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Organized oral medications for clients following dosage and schedule requirements.
  • Supported bathing, dressing and personal care needs.
  • Assisted with meal planning to meet nutritional plans.
  • Completed scheduled patient check-ins and progress reports for clients.
  • Assisted clients with maintaining good personal hygiene.
  • Built strong and trusting rapport with clients and loved ones.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Partnered with registered nurses and physiotherapists to provide care to patients.
  • Contacted medical providers on behalf of clients to follow up on appointments.
  • Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
  • Made beds, swept floors and sanitized surfaces to support activities of daily living.
  • Assessed changes in condition or behavior of the client which may require further medical attention.
  • Recorded client status progress and challenges in logbooks and reports.
  • Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
  • Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
  • Prepared meals according to dietary requirements and assisted in feeding when needed.
  • Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
  • Utilized adaptive equipment such as wheelchairs, walkers or canes as needed.
  • Laundered clothing and bedding to prevent infection.
  • Reported concerns to nurse supervisor to promote optimal care.
  • Helped clients get in and out of beds and wheelchairs.
  • Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
  • Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
  • Monitored vital signs and medication use, documenting variances, and concerning responses.
  • Provided emotional support to clients by listening attentively and engaging them in meaningful conversations.
  • Followed care plan and directions to administer medications.
  • Encouraged residents to participate in activities of daily living to enhance personal dignity.
  • Transported patients to medical, dental and personal care appointments.
  • Drove clients to shop for groceries, attend doctor appointments and run errands.
  • Ensured safety of patients by monitoring environment and responding promptly to any emergency situations that may arise.

Lead Sales Associate

Dollar General
Mobile, AL
09.2016 - 11.2018
  • Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
  • Participated in regular staff meetings to discuss ideas for promotions or special events.
  • Managed inventory levels by placing orders as needed.
  • Minimized shortages by adopting proper loss prevention procedures.
  • Greeted customers and provided product information.
  • Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges.
  • Processed payments and returned receipts, cash, coin and cards to customers.
  • Reset store displays for special events and seasonal merchandise changes.
  • Delivered quality customer service while cultivating client satisfaction and loyalty.
  • Identified customer needs by asking questions and advising on best solutions.
  • Engaged customers and trained sales associates using strong knowledge of products and promotions.
  • Maintained neatness and cleanliness throughout the store environment.
  • Greeted patrons warmly at store entrance and offered assistance with finding needed items.
  • Scanned and bagged items and operated cash register to check out store patrons.
  • Replenished and arranged items to maintain appearance.
  • Provided leadership and direction to motivate department associates.
  • Maximized sales by keeping areas tidy, fully stocked and correctly priced.
  • Checked store shelves and restocked products from inventory in back room.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Supervised a team of sales associates on daily tasks and operations.
  • Received shipments, signed off on packages and documented incoming items in computer system.
  • Analyzed monthly sales reports to identify trends in customer buying habits.
  • Performed cashier duties when needed during peak times or shortages in personnel.
  • Listened to customer needs to identify and recommend best products and services.
  • Assisted with the training of new sales associates.

Fast Food Crew Member

Auntie Anne's Pretzels
Mobile, AL
06.2012 - 08.2015
  • Kept customer and food preparation areas clean and well-organized.
  • Followed company safety standards for food quality and sanitation procedures.
  • Served orders to customers at windows, counters and tables.
  • Completed side tasks by restocking condiments and cleaning refrigerators.
  • Cleaned food preparation areas, cooking surfaces and utensils.
  • Processed transactions and made change for cash payments or accepted credit cards, debit cards and gift cards.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Prepared items according to written or verbal orders, working on several different orders.
  • Quickly and efficiently processed payments and made accurate change.
  • Recorded customer orders and communicated clearly to confirm each order.
  • Worked with teammates and openly invited coaching from management team.
  • Oversaw inventory in buffet and reported replacement needs to kitchen management.
  • Completed daily and weekly cleaning schedules according to established standards.
  • Followed all health and safety regulations when handling food.
  • Measured ingredients according to specified recipes to reduce waste.
  • Modified requested menu items in POS system to customize orders.
  • Adhered to company policies when dealing with difficult situations or customer complaints.
  • Cleaned food preparation areas, cooking surfaces, and utensils.
  • Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.

Education

Certified Nursing Assistant - Nursing

Bishop State Community College
Mobile, AL
05-2020

High School Diploma -

Murphy High School
Mobile, AL
05-2014

Skills

  • Consultative Sales
  • Paperwork Processing
  • Appointment Scheduling
  • Upselling and Cross-Selling
  • Data Entry
  • Information Security
  • Data Collection
  • Inbound and Outbound Calling
  • Call Management
  • Product Knowledge
  • Complaint Resolution
  • Account Updating
  • Scheduling
  • Report Generation
  • Customer Consulting
  • Customer Relations
  • Service Upselling
  • Customer Relationship Management (CRM)
  • Schedule Mastery
  • Conflict Mediation
  • High-Energy Attitude
  • Process Optimization
  • Route Management
  • Research
  • Lead Generation
  • Typing Proficiency
  • Credit Card Payment Processing
  • Microsoft PowerPoint
  • Professional Telephone Demeanor
  • Project Management Abilities
  • Adaptive Team Player
  • Microsoft Office Expertise
  • Clerical Support
  • Proofreading
  • Office Equipment Proficiency
  • Receiving Support
  • Senior Leadership Support
  • Filing
  • Microsoft Excel
  • Multi-Task Management
  • Call Center Operations
  • Reading Comprehension
  • Customer Service
  • Microsoft Office Suite
  • Technologically Savvy
  • Technical Support
  • Payment Processing
  • Account Management
  • Shipping and Receiving Understanding
  • Problem-Solving Abilities
  • Active Listening
  • Researching
  • Dispute Resolution
  • Building Rapport
  • Problem Resolution
  • Customer Education
  • Computer Proficiency
  • Order Fulfillment
  • Warranty Service
  • Report Preparation
  • Report Transcription
  • Positive and Professional
  • Courteous Demeanor
  • Retail Sales Customer Service
  • Stock Management
  • Microsoft Outlook
  • Quality Control

Timeline

Customer Service Representative

Whirlpool
10.2023 - 12.2023

Customer Service Representative

Alorica
04.2021 - 10.2022

Personal Care Assistant

SYNERGY HomeCare
11.2018 - 05.2020

Lead Sales Associate

Dollar General
09.2016 - 11.2018

Fast Food Crew Member

Auntie Anne's Pretzels
06.2012 - 08.2015

Certified Nursing Assistant - Nursing

Bishop State Community College

High School Diploma -

Murphy High School

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Jasmine Craig