JASMINE DURANT
Marietta,GA
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards. Call Center Manager/Representative focused on driving productivity by leveraging strong communication skills as well as providing exceptional customer service through active listening and problem solving.
Overview
17
17
years of professional experience
Work History
IT Supervisor
Concentrix
01.2020 - Current
- Assisting customers in recommending and providing tactical technology solutions to ensure success
- Strong working knowledge of either Networks, Hardware, or Software development
- Providing technical support to IT team and ensuring smooth functioning of multi OS.
Coach
Sykes
05.2017 - 01.2020
- Managed large amounts of inbound calls in a timely manner
- Identify customer needs, clarify information, provide solution and alternatives
- Multi-task, set priorities and manage time efficiently
- Coach and develop agents to perform their job responsibilities.
Manager
AutoZone
02.2013 - 12.2016
- Doubled sales per customer on Sundays to start the week off more efficient to achieve sale goal
- Completed weekly schedules according to payroll policies
- Defused volatile customer situations calmly and courteously
- Managed high volume calls effectively and efficiently in a complex fast-paced call center environment.
Manager
Payless Shoe Source
07.2007 - 12.2012
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Managed high call volume with tact and professionalism.
Education
High School Diploma -
Druid Hills High School
01.2003
Skills
- Sales Efficient
- Customer service award
- Understands grammar
- Strong interpersonal skills
- Meticulous attention to detail
- Exceptional workflow management
- Results-oriented
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Adheres to customer service procedures
- Deadline-oriented
- Microsoft Office
- Information Verification
- Customer Communication
- Claims Processing
Accomplishments
- Increased office organizations by developing more efficient filing system and customer database protocols.
- Promoted to Management after 9 months of employment.
- Received a merit raise for strong attention to detail exemplary customer service and team-player attitude.
- Interviewed over 10 people and successfully staffed 5 new store locations.
- Developed and implemented new loss prevention methods which resulted in an 80% reduction in shrinkage.
- Balanced daily cash drawers and vaults totaling on an average of $1000.
- Increased annual revenue 60% by creating effective strategies to expand existing customer services.
Timeline
IT Supervisor
Concentrix
01.2020 - Current
Coach
Sykes
05.2017 - 01.2020
Manager
AutoZone
02.2013 - 12.2016
Manager
Payless Shoe Source
07.2007 - 12.2012
High School Diploma -
Druid Hills High School