Jasmine Dixon
Baltimore,MD
Summary
Highly motivated and adaptable IT Support specialist with 8+ years of customer service experience. Skilled in Windows operating systems, basic troubleshooting, network fundamentals, and ticketing systems with a proven track record of resolving complex customer issues efficiently. Eager to leverage skills, as well as learn more, to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Contact Representative
Department of The Treasury
06.2023 - 06.2024
- Completed high-volume (average 70-100 calls/day) customer inquiry resolution by leveraging excellent communication skills and product knowledge, resolving 90% of tax-related issues on the first call.
- Streamlined administrative tasks by proficiently utilizing MS Office, email, and office equipment, increasing productivity.
- Conducted timely and accurate research utilizing internal databases and resources, resolving 90% of complex customer issues within a 7-minute timeframe.
- Identified and rectified mathematical errors by applying analytical skills, facilitating the re-issuance of checks and achieving a 99% accuracy rate.
- Successfully navigated and operated 10 disparate systems concurrently, providing precise and timely information to customers and achieving a 98% customer satisfaction rating.
Customer Service Representative
T. Rowe Price
07.2021 - 01.2022
- Completed Salesforce training with outstanding scores (90% or higher) by actively engaging in interactive modules and practice exercises, resulting in exceptional proficiency certification.
- Researched and analyzed stock market trends utilizing financial databases and news sources, providing informed assistance to 99% of clients and achieving a 25% increase in client satisfaction.
- Managed high-volume inbound calls (average 50 calls/day) by utilizing strong communication skills and product knowledge, resolving 95% of customer inquiries and issues on the first call and reducing escalation rates by 30%.
- Maintained accurate and secure records of 10,000+ customer interactions utilizing CRM software (Salesforce), ensuring 100% compliance with GDPR and CCPA regulations.
- Coordinated with IT by creating detailed support tickets (average 20 tickets/week) and documenting resolutions utilizing IT service management software (JIRA), resulting in 85% first-call resolution rate for technical issues.
Sales Representative
Nordstrom
09.2016 - 06.2021
- Assisted in new store location setup by collaborating with cross-functional teams and contributing to pre-launch planning and operations, resulting in a successful grand opening within 6 weeks.
- Achieved multidisciplinary certification across 7 departments (Accessories, Lingerie, Fittings, Handbags, Sunglasses, Fashion Jewelry, and David Yurman) by completing comprehensive training programs within 3 months, with 100% certification rate in Fittings within 1 month.
- Maintained up-to-date knowledge of current and upcoming promotions and products by utilizing digital platforms and attending vendor training sessions, ensuring 95% accuracy in customer information.
- Enrolled 500+ customers in loyalty programs through proactive outreach and personalized recommendations, achieving the highest enrollment numbers four consecutive quarters and increasing customer retention by 20%.
- Delivered exceptional customer service, contributing to a 5% annual increase in sales ($1.5M revenue growth) by fostering repeat business (25% increase in return customers) and positive customer experiences (90% customer satisfaction rating).
Education
Graduate Certificate - Information Technology Support
Per Scholas
Baltimore, Maryland11.2024
High School Diploma -
New Town High School
Baltimore, Maryland2014
Skills
- Leadership
- Detail-Oriented
- Data Analysis
- Problem-Solving Skills
- Customer Service Expert
- Documentation
- Remote Collaboration
- Troubleshoot Network Connectivity
- Account Management
- Ticketing Systems - ServiceNow, Jira
- Troubleshooting
- Operating Systems - Windows, macOS, Linux
Certification
- Google IT Support, Google - October 2024
- CompTIA A+, CompTIA - November 2024
Timeline
Contact Representative
Department of The Treasury
06.2023 - 06.2024
Customer Service Representative
T. Rowe Price
07.2021 - 01.2022
Sales Representative
Nordstrom
09.2016 - 06.2021
- Google IT Support, Google - October 2024
- CompTIA A+, CompTIA - November 2024
Graduate Certificate - Information Technology Support
Per Scholas
High School Diploma -
New Town High School
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