Jasmine Crawley
Lynchburg ,VA
Summary
Dynamic Customer Service Representative with extensive experience at Conduent, adept at resolving conflicts and enhancing customer satisfaction through active listening and problem-solving. Recognized for building rapport and achieving high first-call resolution rates, demonstrating professionalism and resilience in high-pressure environments. Committed to fostering loyalty and delivering exceptional service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Conduent
Remote
12.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Customer Care Representative
ContinuumGlobal
Remote
12.2023 - 12.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Service Representative
Wayfair
08.2022 - 12.2023
- Maintained a high level of professionalism while addressing customer inquiries and complaints via phone, email, or chat.
- Assisted in the development of training materials for new Customer Resolution Agents, ensuring consistency in service delivery.
- Reduced average call handle time by utilizing efficient problem-solving techniques and staying up-to-date on company policiesprocedures.
- Developed strong relationships with clients through consistent follow-up and communication, fostering long-term loyalty.
- Utilized strong attention to detail and excellent organizational skills to maintain accurate and up-to-date records of all customer interactions.
- Increased first-call resolution rate through thorough understanding of products/services offered and effective troubleshooting skills.
- Exceeded performance metrics by efficiently handling customer interactions and resolving issues quickly.
Customer Service Representative
Concentrix
Remote
06.2021 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Cashier
Walmart
12.2018 - 06.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
Fast Food Cashier
Wendys Restaurant
05.2016 - 12.2018
- Accurately handled cash register transactions while providing excellent customer service.
- Maintained a clean and organized workspace, ensuring a welcoming environment for customers.
- Demonstrated excellent multitasking skills, balancing customer orders and requests to maintain satisfaction.
- Assisted counter staff in packing ready orders and distributing to customers.
- Cleaned and organized condiment and beverage stations to maintain tidiness.
Education
High School Diploma -
Amherst County High School
2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Strong Troubleshooting
- Effective interpersonal
- Strong communication skills
- Problem-solving
- Written and verbal communication skills
- Detail oriented
- Customer focus
- Multitasking
- Professional integrity
- Resilience and persistence
- Technical knowledge
- Workplace organization
- Attention to detail
- Online chat support
- Collaborative team player
- Friendly and patient
- Customer communication and empathy
- Customer relations
- Conflict resolution
- Payment processing
- Call management
- Live chat support
- Able to manage multiple customers
Timeline
Customer Service Representative
Conduent
12.2024 - Current
Customer Care Representative
ContinuumGlobal
12.2023 - 12.2024
Customer Service Representative
Wayfair
08.2022 - 12.2023
Customer Service Representative
Concentrix
06.2021 - 07.2022
Cashier
Walmart
12.2018 - 06.2021
Fast Food Cashier
Wendys Restaurant
05.2016 - 12.2018
High School Diploma -
Amherst County High School