Jasmine Goodwin
Maywood,IL
Summary
Executed data management and client communication strategies as a detail-oriented Customer Service and Data Entry Specialist with over ten years of experience.
Overview
16
16
years of professional experience
Work History
Call Center Agent (Remote)
Chicago Lighthouse - Illinois Tollway
Chicago, IL
05.2022 - Current
- Assisted in responding to customer inquiries with accuracy and speed to improve communication effectiveness.
- Handled inbound calls from the public regarding toll violations and iPass accounts.
- Fostered positive relationships by expertly managing challenging customer interactions.
- Facilitated conflict resolution by upholding professionalism and fostering effective communication in challenging environments.
- Utilized empathetic communication skills to resolve customer issues and enhance loyalty.
- Resolved complex customer inquiries through escalated calls, enhancing customer relationships.
- Orchestrated communication strategies by overseeing responses to customer inquiries, ensuring accurate and timely information delivery regarding products and services.
- Resolved customer concerns promptly, ensuring clear communication and enhancing satisfaction.
- Evaluated diverse customer profiles to deliver tailored product recommendations.
- Oversaw comprehensive documentation of customer engagements, emphasizing timely follow-up actions and effective issue resolution.
- Facilitated comprehensive training sessions to enhance product knowledge and elevate customer service skills.
- Identified and resolved discrepancies and errors in customer accounts.
Fleet Service Clerk
Envoy Airlines
Chicago, IL
09.2017 - 09.2021
- Loaded and unloaded baggage and other cargo properly for all arrival and departure flights, as well as transporting these items to and from the aircraft, terminal, and baggage room.
- Operated equipment such as scanners, belt loaders, tug tractors, baggage carts, and cargo.
- Deiced aircrafts.
- Assisted and directed customers to and from baggage claim, with departure and arrival flight information, and provide an appropriate solution to all questions.
- Coordinated aircraft servicing tasks to ensure timely departures and compliance with safety protocols.
- Conducted pre-flight inspections to verify readiness of ground support equipment and vehicles.
- Streamlined communication between flight crews, maintenance teams, and ground staff to enhance service delivery.
- Implemented process improvements that reduced delays in aircraft servicing by enhancing workflow efficiency.
Returns Processor (Seasonal)
WeatherTech
Bolingbrook, IL
09.2016 - 02.2017
- Unpacked returned products, inspected its condition and quality to determine the appropriate return category, and assessed the paperwork sent in with the return instructions for the proper return procedure.
- Distributed returned items to its proper location.
- Inputted clear customer account notes in the internal computer system, communicated return reasons, customer feedback, and instructions that ensured accurate processing.
- Identified critical distribution issues, and reported them the Team Lead/Supervisor.
Technical Support Technician (Seasonal)
Chicago Board of Elections
Chicago, IL
01.2016 - 04.2016
- Assured continuity and efficiency of the voting machines for all system users.
- Installed selected software and hardware products up until and on the day of the Election.
- Repaired hardware, when necessary, and worked closely with Poll Station Assistants to ensure continuity of service.
- Prepared ballot stock for voting machines.
- Provided technical assistance and advice to users as needed (on-call).
- Implemented changes in the software and hardware to improve computer capabilities.
- Assisted in implementing practices that more effectively utilized E2P’s.
- Calibrated election touchscreens.
- Programmed HAATs or voting machines.
- Ensured that the ballots were verified, and accurately counted votes for each candidate in the election.
- Collaborated with IT teams to streamline support processes, resulting in improved response times and accuracy.
PSE Processing Clerk (Seasonal)
United States Postal Services
Mundelein, IL
10.2015 - 01.2016
- Made sortation’s of outgoing mail and packages using the appropriate sort program or manual distribution scheme.
- Removed sorted mail from bins or separations, and placed it into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of a Supervisor or an Expeditor.
- Checked mail in order to ensure the correct postage, and that packages and letters were in proper condition for mailing.
- Kept money drawer in order and recorded daily transactions and balances.
- Weighed letters and parcels; computed mailing costs based on type, weight, and destination; Affixed the correct postage.
- Obtained signatures from the recipients of registered and special delivery mail.
- Registered, certified, and insured letters and parcels.
- Sold and collected payment for boxes, stamps, prepaid envelopes, and money orders.
- Answered questions regarding mail regulations and procedures, postage rates, and post office boxes.
- Completed forms regarding changed of address, theft, loss of mail, or for special services such as registered or priority mail.
- Sorted incoming and outgoing mail, according to type and destination, by hand, operating electronic mail-sorting, and scan devices.
- Cashed money orders.
- Put undelivered parcels away, retrieved them, when customers came to claim them, and completed any related documentation.
- Provided customers with assistance in filing claims for mail theft, lost, or damaged mail.
- Responded to complaints regarding mail theft, delivery problems, lost or damaged mail by filling out forms, and making the appropriate referrals for an investigation.
- Posted announcements or government information on public bulletin boards.
- Operated mail processing equipment, maintaining high standards of safety and efficiency.
Security Officer
Securitas Security Services, Inc.
Chicago, IL
08.2013 - 10.2015
- Secured premises and personnel by patrolling property; Monitored surveillance equipment; Inspected buildings, equipment, access points, and parking lots; Permitted entry.
- Prevented losses and damages by reporting irregularities; Informed violators of policies and procedures; Prevented and restrained trespassers.
- Controlled traffic by directing drivers.
- Completed reports by recording observations, information, occurrences, and surveillance activities; Interviewed witnesses, when needed, and obtained signatures.
- Maintained the company’s stability and reputation by complying with legal requirements.
- Responded promptly to incidents, emergencies, and alarms, maintaining calm and professionalism under pressure.
- Collaborated with law enforcement during investigations to provide detailed reports and support operations.
- Conducted thorough inspections of facilities to identify vulnerabilities, recommending improvements for risk mitigation.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Data Entry Operator (Internship)
Virginia State University
Petersburg, VA
02.2012 - 06.2012
- Maintained and updated the Controlled Equipment Log spreadsheet via Microsoft Excel.
- Entered data obtained from Purchase Orders, and attached it to Inventory Sheets.
- Data entry.
- Noted each updated Purchase Order with the date completed and my initials.
- Saved data processed daily to an USB flash drive, and submitted it for review.
- Organized and filed completed Purchase Orders in numerical order.
- Maintained files in accordance to the fiscal year(s).
- Achieved Accounting operational objectives by contributing Accounting information and recommendations to strategic plans and reviews; Prepared and completed action plans; Implemented production, productivity, quality, and customer service standards; Resolved issues; Determined system improvements; Implemented change.
- Protected the Department’s values by keeping all information confidential.
- Inventory Control Personnel:
- Ensured accurate accountability of fixed assets, and the proper recording of assets maintained by the Department or Team Lead/Supervisor.
- Issued supplies, materials, and equipment to the University’s employees; Manually pre-picked stocked items from multi-level racking which are specified in Work Order documents, in advance of issuance to field crews; Completed all necessary paperwork for stock items received, and forwarded it to the Supervisor.
- Received supplies, materials, and equipment; Confirmed that the delivered goods matched the purchase order specifications of quantity, condition, model number, etc; Completed all necessary paperwork for stock items received, and forwarded it to the Supervisor.
- Received return power line material stock items; Disassembled, inspected, and determined suitability of material for restocking.
- Utilized mainframe computer terminals to properly account for issues, returns, and receipts of new materials, and associated back orders; Inputted essential data on all materials handled; Adhered to strict accounting procedures in this regard.
- Conducted weekly cycle counts of inventory materials based upon computer-monitored suggested reorder listings; Assisted in conducting complete physical inventory counts annually.
- Organized and maintained the warehouse and inventory yard areas for efficient material storage and handling; Maintained labeling system on each stock item; Manually stocked inventory shelves with stock items received or returned.
- Tagging:
- Reviewed Purchase Orders to obtain information so that the items can be properly tagged based on processed data via Banner.
Office Assistant
Virginia State University
Petersburg, Virginia
08.2010 - 01.2012
- Maintained equipment by completing preventative maintenance; Called for repairs; Monitored equipment usage.
- Performed administrative tasks including, but not limited to word processing, filing, data entry, and photocopying.
- Coordinated reports, mailings, and presentations alphabetically.
- Answered incoming calls, took messages, mailed letters and packages.
- Monitored and recorded visitors by time and date in a log.
Education
Virginia State University
Petersburg, VABachelor’s of Science - Business Administration; Accounting
Chicago State University
Chicago, IL01.2014
Skills
Exhibited proficiency in Microsoft Office Suite, encompassing Word, Excel, PowerPoint, Outlook, and SAP/ERP systems
Showcased outstanding interpersonal communication abilities, emphasizing active listening in both written and oral formats
Exhibited typing proficiency with a minimum speed of 40 words per minute
Executed data entry tasks with precision and attention to detail Supported team members by maintaining accurate records and databases
Timeline
Call Center Agent (Remote)
Chicago Lighthouse - Illinois Tollway
05.2022 - Current
Fleet Service Clerk
Envoy Airlines
09.2017 - 09.2021
Returns Processor (Seasonal)
WeatherTech
09.2016 - 02.2017
Technical Support Technician (Seasonal)
Chicago Board of Elections
01.2016 - 04.2016
PSE Processing Clerk (Seasonal)
United States Postal Services
10.2015 - 01.2016
Security Officer
Securitas Security Services, Inc.
08.2013 - 10.2015
Data Entry Operator (Internship)
Virginia State University
02.2012 - 06.2012
Office Assistant
Virginia State University
08.2010 - 01.2012
Virginia State University
Bachelor’s of Science - Business Administration; Accounting
Chicago State University