Jasmine Hatcher
Oak Forest,IL
Summary
Experienced customer service representative with strong organizational skills and a methodical approach to problem-solving. Proven ability to educate customers on services, manage inquiries, and ensure accurate data entry. Known for maintaining composure in high-pressure situations while promoting customer satisfaction and team success.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Customer Service Representative
The Chicago Lighthouse
Chicago, Illinois
12.2024 - Current
- Assisted clients with inquiries and resolved issues promptly and efficiently.
- Managed customer accounts and updated information in the database system accurately.
- Educated customers on available programs and services offered by the organization.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Quality Assurance Associate
Sears Holding
Hoffman Estate, Illinois
05.2017 - 12.2022
- Observing, listening, reviewing and reporting on the quality of the interactions customers have with the experience they receive when they contact Sears for support
- Observes customers' journey through the Sears both through listening observation of recorded inbound calls and reading of chat transcripts
- Reviews the quality of interactions, identifies difficulties or issues encountered, and documents notable occurrences
- Reports results of observations in a detailed manner using Verint, Amazon connect and excel spreadsheet-based study tracker
- Volunteered for revenue generating projects for the service contract department, retaining over a half million in sales
- Also being a part of the Speech Analytic team by providing categorical analysis of recorded phone conversations between a company and its customers.
Office Manager
Truck Parts Company
Chicago, Illinois
06.2015 - 12.2016
- Interact with customers via email, taking inbound & outbound calls, organizing and entering information in database, taking and processing payments, copy materials and distribute/mail/fax/scan documents, ordering and maintaining office supplies, answer co-workers questions and greet guest.
Bus Driver
First Student
South Holland, Illinois
09.2014 - 09.2016
- Excellent driving record with no moving violations, Committed to ensuring passenger's safety, visually perform inspection to confirm that no children are left on the bus, ensure that each pre-school child is delivered to the care of an authorized adult, transported school children for field trips.
Bus Driver
Paige Enterprise
Riverdale, Illinois
06.2013 - 09.2014
- Excellent driving record with no moving violations, Committed to ensuring passenger's safety, visually perform inspection to confirm that no children are left on the bus, ensure that each pre-school child is delivered to the care of an authorized adult, transported school children for field trips.
Receptionist
Fundance Fitness
Chicago, Illinois
01.2012 - 03.2013
- Taking inbound & outbound calls; maintain files, enter information in database, process payments & greeting guest.
Secretary
Pro Builder Group
Chicago, Illinois
07.2010 - 10.2011
- Taking inbound & outbound calls, maintain files, enter information in database, manage schedule.
Education
High School Diploma -
Thornwood High School
South Holland, Illinois01-2005
Skills
- Customer service
- Organizational skills
- Attention to detail
- Root cause analysis
- Continuous improvement
- Time management
- Detail Oriented
- Performance monitoring
- Team Collaboration
- Data entry
- Billing inquiries
- Communication skills
Certification
Class B Drivers License, School Bus, Passenger, and Airbrake
Volunteer Experience
Race to Empower Breast Cancer Walk, Helped to raise over $10,000.
Timeline
Customer Service Representative
The Chicago Lighthouse
12.2024 - Current
Quality Assurance Associate
Sears Holding
05.2017 - 12.2022
Office Manager
Truck Parts Company
06.2015 - 12.2016
Bus Driver
First Student
09.2014 - 09.2016
Bus Driver
Paige Enterprise
06.2013 - 09.2014
Receptionist
Fundance Fitness
01.2012 - 03.2013
Secretary
Pro Builder Group
07.2010 - 10.2011
High School Diploma -
Thornwood High School