Jasmine Giving
Austin,Texas
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
FRING BENEFIT GROUP
Austin, TX
10.2019 - Current
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Resolve customer complaints in a fair manner
- Conducted insurance verification and eligibility checks for services/products.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Ensuring customer satisfaction by assisting with issues and concerns related to their health, making decisions as needed
- Delivered expert technical support to customers and resolved broad array of issues.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Managed incoming calls from customers while providing exceptional service.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Conducted customer service training for new hires.
MEDICAL CLERICAL ANALYST
BOON -CHAPMAN
Austin, TX
01.2016 - 10.2019
- Performing clerical duties such as typing letters, transcribing dictation, filing documents, and creating spreadsheets using computer software programs
- Maintained high level of detail orientation while effectively prioritizing tasks.
- Exhibited excellent independent work capabilities and effective communication prowess.
- Reported on common sources of technical issues or questions and made recommendations to product team.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Contacted customers via phone or email to address data inquiries.
- Reviewed, corrected or deleted data, verifying customer and account information.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Exceeded quality goals to support team productivity.
- Followed data program techniques and procedures to maintain data entry requirements.
- Remained focused for lengthy periods to accurately perform work with adequate speed.
Technical Support Representative
MMC Group
Austin, TX
06.2014 - 01.2016
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Developed and maintained strong relations with customers to meet quality expectations.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Used remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with online billing, access and account issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Store Lead Manager
7 Eleven Store
Austin, TX
02.2012 - 06.2014
- Created reports detailing sales figures, inventory levels, customer feedback data.
- Responsible for managing store operations, including customer service and sales staff.
- Reviewed employee attendance records on a weekly basis to identify any patterns of absences or tardiness issues.
- Implemented proper safety protocols throughout the store for both customers and employees.
- Analyzed monthly financial statements to identify potential cost savings opportunities.
- Researched industry trends in order to stay abreast of changes in consumer preferences and trends.
- Communicated vision, plans and goals effectively to bring sales representatives on-board and drive success.
- Recruited qualified candidates for open positions within the store when needed.
- Ensured compliance with all applicable laws, regulations, and company policies and procedures.
- Scheduled shifts for staff members according to business needs while adhering to labor laws.
- Performed cash handling duties such as balancing registers at end of shift or processing refunds and exchanges.
- Organized weekly meetings with staff members to discuss performance goals and objectives.
- Monitored inventory levels and conducted regular stock counts to ensure accuracy of records.
- Developed strategies to increase customer engagement and satisfaction levels.
- Provided training and coaching to new employees regarding company policies and procedures.
- Commended for mentoring and training multiple high performing sales representatives.
- Managed customer complaints by providing prompt resolution solutions.
Education
Stony Point High school
Skills
- Creativity
- Leadership
- Organization
- Problem solving
- Service Recommendations
- Membership renewals
- Database Research
- Conflict Management
- Escalation management
- Documentation Review
- Call Control
- Order Fulfillment
- De-Escalation Techniques
- Complaint resolution
- CRM Software
- Customer Support
- Quality Assurance
- Team monitoring
Certification
- HIPPA certified
- Intro to cyber security
- excel,windows, pdf knowledge
Timeline
Senior Customer Service Representative
FRING BENEFIT GROUP
10.2019 - Current
MEDICAL CLERICAL ANALYST
BOON -CHAPMAN
01.2016 - 10.2019
Technical Support Representative
MMC Group
06.2014 - 01.2016
Store Lead Manager
7 Eleven Store
02.2012 - 06.2014
Stony Point High school
- HIPPA certified
- Intro to cyber security
- excel,windows, pdf knowledge
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