Jasmine Hayes
St. Louis,MO
Summary
Experienced customer service representative with a strong focus on delivering professional and attentive service to customers. Demonstrated track record of providing quick and friendly assistance, resolving customer concerns and problems efficiently. Skilled in multitasking, attentiveness, and courtesy. 2 years of experience as a customer service manager with consistent delivery of excellent customer service. Certified call center representative with 8 years of experience successfully handling complex customers, maintaining high customer satisfaction. Consistently meeting and exceeding customer expectations through friendly, professional, and courteous service to clients.
Overview
13
13
years of professional experience
Work History
Customer Service Level 3Home Agent
Colony Brands
11.2020 - Current
- Responded to a large number of calls related to product and service inquiries (e.g., technical support, warranty claims, sales, etc.)
- Handled an average of 75 escalations per day, engaging with customers in a friendly, courteous, and professional manner
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Processed payments from customers to place online orders and/or credit plans etc
- Looked up item numbers for available products/items.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Contributed to a positive work environment through active participation in team meetings, brainstorming sessions, and motivational activities.
- Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
- Educated customers on offerings and upsold products and services to increase revenue.
- Maintained detailed records of customer interactions to provide accurate data for future reference and analysis.
- Adhered strictly to federal regulations such as TCPA while making outbound calls, ensuring legal compliance at all times.
Call Center Rep
FLS Connect
11.2019 - 10.2020
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Created a new customer database by entering customer information into systems
- Subscribed and unsubscribed US citizens monthly donations to the Republicans fundraiser.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Quality Specialist
Premium Retail Services
02.2018 - 04.2019
- Analyzed transcripts of customer service calls to identify and rank customer service issues
- Daily chart errors found analyzing photos from field reps.
- Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
- Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
- Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded and organized test data for report generation and analysis.
- Reported problems and concerns to management.
Call Center Lead
Winding River Research
01.2015 - 01.2017
- Managed a team of 40 agents who handled a large volume of calls and worked to ensure that the quality of service provided was consistently high
- Supervised teams of 75+ agents, aided in their training, and ensured that customer service standards were met
- Assisted with surveys for US Citizens daily.
Shift Manager
Wendy's
03.2013 - 02.2015
- Aligned departmental policies and practices with company standards to improve efficiency and customer service
- Established new scheduling procedures for on-call shifts and production lines, resulting in a 0% reduction in employee absences
- Lifted the morale of employees by improving efficiency and boosting employee job satisfaction.
Housekeeping
Homewood Suites by Hilton
01.2012 - 04.2013
- Daily cleaned hotel suites checkouts and stayovers
- Stocked carts maintain clean stocking rooms
- Cleaned public areas and restrooms also.
Education
040 Basic Courses -
Florissant Valley community college
St. Louis, MO12.2022
Basic Education -
Kirkwood Sr High School
St. Louis, MO05.2012
Skills
- Communication skills
- Customer service
- Computer skills
- Hospitality
- Microsoft word
- Supervising experience
- Sales
- Cashiering
- Hotel experience
- Cash handling
- Analysis skills
- Windows
- Microsoft office
- Writing skills
- Computer literacy
- Typing
- Guest services
- Firewall
- Positive Attitude
- Customer service and care
- Clear Communication
- Organizational Skills
- Customer Complaint Resolution
- Documenting information
- Call Management
- Flexible Schedule
- Recordkeeping proficiency
- Technical Support
- Financial Document Preparation
- Career Growth Strategy Development
- Attention to Detail
- Microsoft Office
- Negotiation
- Basic Math
- Sales Dedication
- Terms Review and Enforcement
Timeline
Customer Service Level 3Home Agent
Colony Brands
11.2020 - Current
Call Center Rep
FLS Connect
11.2019 - 10.2020
Quality Specialist
Premium Retail Services
02.2018 - 04.2019
Call Center Lead
Winding River Research
01.2015 - 01.2017
Shift Manager
Wendy's
03.2013 - 02.2015
Housekeeping
Homewood Suites by Hilton
01.2012 - 04.2013
040 Basic Courses -
Florissant Valley community college
Basic Education -
Kirkwood Sr High School
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