Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Jasmine Henderson

Bessemer,US

Summary

Dedicated and results-driven professional with over 8 years of experience in customer service, IT support, and remote operations. Skilled at delivering exceptional client experiences, troubleshooting complex technical issues, and streamlining workflows to enhance efficiency and customer satisfaction. Adept at using CRM systems, remote support tools, and communication platforms to exceed performance metrics in dynamic, fast-paced environments. Proven ability to adapt quickly, resolve challenges, and build strong relationships with diverse teams and customers.

Overview

12
12
years of professional experience

Work History

Customer Service Agent (Remote)

Sagility Health
Bessemer, AL
08.2020 - Current
  • Provided exceptional customer service by addressing inquiries, resolving complaints, and delivering product and service information to 60 of customers daily.
  • Processed claims accurately and efficiently while adhering to company protocols and service-level agreements.
  • Assisted customers in managing account activities, including placing orders, closing accounts, and verifying account information.
  • Handled customer issues by identifying root causes, conducting thorough research, and implementing effective solutions to ensure satisfaction.
  • Delivered professional support in a fast-paced environment, balancing internal and external customer needs, while maintaining high service standards.
  • Enhanced customer satisfaction by continuously seeking ways to improve communication and client relations skills.
  • Utilized phone communication to establish trust, answer inquiries, and ensure seamless customer experiences.
  • Maintained meticulous records by reviewing files, updating CRM systems, and documenting customer interactions.

IT Field Support Technician (Remote)

Foundever
Bessemer, US
10.2018 - 07.2020
  • Delivered remote IT support to end users by troubleshooting hardware, software, and network issues, ensuring minimal downtime and operational efficiency.
  • Configured, deployed, and maintained IT systems, including workstations, mobile devices, and peripheral equipment, adhering to company standards and security protocols.
  • Provided step-by-step technical guidance to non-technical staff, improving user proficiency, and reducing recurring issues.
  • Monitored and maintained system performance, identifying and resolving vulnerabilities to enhance operational security.
  • Collaborated with cross-functional teams to implement technology upgrades and streamline IT workflows, enhancing overall productivity.
  • Documented IT processes, created detailed incident reports, and contributed to a knowledge base to support future troubleshooting.
  • Resolved software related issues on both desktop and laptop computers.
  • Configured IP addresses for new workstations and troubleshooted network problems.

Customer Service Representative (Remote)

USAA Federal Savings Bank
Homewood, US
08.2015 - 10.2018
  • Provided exceptional remote customer service to military members and their families, addressing inquiries related to banking products, account management, and financial services.
  • Assisted customers with transactions such as deposits, withdrawals, and account updates, while ensuring accuracy and compliance with banking regulations.
  • Resolved customer issues efficiently by identifying root causes, offering tailored solutions, and escalating complex cases to specialized teams when necessary.
  • Educated customers on financial products, including credit cards, loans, and savings options, to enhance their financial well-being and optimize account utilization.
  • Maintained high performance standards by meeting or exceeding key metrics, such as first-call resolution, customer satisfaction, and average handle time.
  • Utilized CRM software to document interactions, track resolutions, and ensure accurate records for future reference.
  • Collaborated with internal teams to improve processes, enhance customer experience, and reduce service turnaround times.
  • Developed strong client relationships by providing empathetic, personalized support tailored to the unique needs of military families.

Cashier

Dollar General
McCalla, US
01.2013 - 08.2015
  • Kept well-stocked cashier lanes and store shelves to promote strong sales
  • Educated customers about different promotions to increase sales
  • Help customers by guiding them and answering their questions
  • Counted the cash in the register drawer at the start and end of each shift
  • Checked customer prices and processed sales by scanning barcodes
  • Put things on shelves and organize them
  • Packages are bagged, boxed, or wrapped by me
  • Credit cards, checks, gift cards, and coupons were all processed by me
  • Greeted customers with a smile and offered prompt and dedicated assistance

Education

High School -

Norcross High School
Norcross, GA
01.2014

Skills

  • lient Relationship Management
  • Conflict Resolution and Problem Solving
  • Customer Satisfaction Optimization
  • Complaint Handling and Escalation
  • First-Call Resolution (FCR)
  • Cross-Selling and Upselling
  • Multitasking in Fast-Paced Environments
  • CRM Tools
  • Remote Support Tools
  • IT Troubleshooting and Diagnostics
  • Networking Basics
  • Operating Systems (Windows, macOS, Linux)
  • Productivity Tools (Microsoft Office Suite, Google Workspace)
  • Data Entry and Documentation
  • Active listening and empathy
  • Empathy
  • Written and verbal communication
  • Team collaboration in remote environments
  • Training and mentorship
  • Professional telephone etiquette
  • Time Management and Prioritization
  • Process improvement and efficiency optimization
  • Attention to detail and accuracy
  • Analytical Thinking for Problem Resolution
  • Self-Motivation and Independence
  • Virtual Collaboration Tools (eg, Zoom, Microsoft Teams, Slack)
  • Task and Time Tracking (eg, Asana, Trello)
  • Adaptability to New Technologies

Affiliations

  • Assisted in organizing community events for USAA and Sagility, enhancing event planning and teamwork skills.
  • Provided technical support for local nonprofits, resolving IT issues and improving their operational efficiency.
  • Participated in webinars and training sessions on Zoom and Webex.

Timeline

Customer Service Agent (Remote)

Sagility Health
08.2020 - Current

IT Field Support Technician (Remote)

Foundever
10.2018 - 07.2020

Customer Service Representative (Remote)

USAA Federal Savings Bank
08.2015 - 10.2018

Cashier

Dollar General
01.2013 - 08.2015

High School -

Norcross High School

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Jasmine Henderson