Jasmine Frazier
Park Forest,IL
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.
Overview
17
17
years of professional experience
Work History
Inbound/Outbound Warehouse Associate
Amazon
Matteson, IL
08.2022 - Current
- Arranged and stocked new merchandise following placement directions.
- Built and maintained relationships with peers and upper management to drive team success.
- Completed receiving documents for incoming shipments.
- Filled orders by locating and preparing items for delivery.
- Filled out labels, held tags and packaged equipment as necessary.
- Tracked and recorded sent and received work invoices.
- Trained new hires on warehouse policies and procedures.
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
- Packed, sealed or affixed postage to prepare materials for shipping.
- Compared and verified identifying information of outgoing shipments.
- Troubleshot issues related to shipping and receiving in compliance with corporate procedures.
- Used vendor knowledge to determine shipping procedures, routes and rates.
- Utilized shipping software to track and coordinate inventory, shipping and billing activities.
- Packed orders for shipment according to customer specifications.
- Maintained cleanliness of work area and equipment.
Customer Service Representative
Aqua
Kankakee, IL
01.2020 - 07.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Mental Health Technician
State of Illinois-Department of Human Services
Kankakee, IL
05.2017 - 01.2020
- Identified and addressed individual mental health challenges to support patients.
- Documented patient interactions in compliance with HIPAA requirements.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Verified patient health history and contact information for chart accuracy.
- Used thermometers or blood pressure gauges to take and record measures of patients' physical condition.
- Participated in treatment planning by helping to identify patients' problems, needs and strengths.
- Engaged clients in therapeutic groups to promote coping skills, education and life skills.
- Conducted or assisted in treatment and rehabilitation of mental health patients by performing basic assessment procedures.
- Collaborated with client and clinician to develop and support goals and clinical treatment plan.
- Bathed, fed and dressed patients based on individual abilities.
- Modeled appropriate communication and problem-solving skills in crisis situations involving patients, family or staff.
- Tracked client movement on and off unit by documenting times and destinations.
- Handled vital sign monitoring, medication administration and patient behavior assessments.
- Restrained violent or suicidal patients using approved verbal or physical techniques.
- Recorded patients' health metrics using thermometers or blood pressure gauges.
- Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
- Contacted patients' relatives to coordinate family visits and conferences.
Mental Health Technician Trainee
State of Illinois-Department of Human Services
Park Forest, IL
08.2016 - 05.2017
- Identified and addressed individual mental health challenges to support patients.
- Documented patient interactions in compliance with HIPAA requirements.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Verified patient health history and contact information for chart accuracy.
- Used thermometers or blood pressure gauges to take and record measures of patients' physical condition.
- Participated in treatment planning by helping to identify patients' problems, needs and strengths.
- Engaged clients in therapeutic groups to promote coping skills, education and life skills.
- Collaborated with client and clinician to develop and support goals and clinical treatment plan.
- Conducted or assisted in treatment and rehabilitation of mental health patients by performing basic assessment procedures.
- Bathed, fed and dressed patients based on individual abilities.
- Tracked client movement on and off unit by documenting times and destinations.
- Handled vital sign monitoring, medication administration and patient behavior assessments.
- Communicated with clients and families effectively building lasting relationships.
- Recorded patients' health metrics using thermometers or blood pressure gauges.
- Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
Receptionist
Victoria's Elegant Party
University Park, IL
02.2007 - 07.2016
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Scheduled and confirmed appointments and meetings for management team.
- Greeted and directed visitors to appropriate personnel and answered average of 100 calls and emails daily.
- Answered phone calls, provided information and connected callers to appropriate personnel.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Pulled and organized requested documentation.
- Greeted visitors and verified reasons for visit and appointment information.
- Received incoming calls and coordinated with staff to fulfill customer requests.
Education
Associate of Applied Science - Surgical Technology
Midwestern Career College
Chicago, IL08-2025
High School Diploma -
Crete Monee High School
Crete, IL06.2004
Skills
- Quality Assurance
- Organization and efficiency
- Office equipment operations
- Multi-line telephone skills
- Meticulous and organized
- Tech-savvy
- Professional and polished presentation
- Multitasking and prioritization
- Recordkeeping
- Warehouse Safety
- Work Order Processing
- Deadline-Driven
Timeline
Inbound/Outbound Warehouse Associate
Amazon
08.2022 - Current
Customer Service Representative
Aqua
01.2020 - 07.2022
Mental Health Technician
State of Illinois-Department of Human Services
05.2017 - 01.2020
Mental Health Technician Trainee
State of Illinois-Department of Human Services
08.2016 - 05.2017
Receptionist
Victoria's Elegant Party
02.2007 - 07.2016
Associate of Applied Science - Surgical Technology
Midwestern Career College
High School Diploma -
Crete Monee High School