Jasmine Henderson
Colonial Heights,VA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses. Innovative CSR focused on maintaining high levels of accuracy as well as achieving customer service and sales goals. Proven ability to establish rapport with clients and exceed all sales goals. In-depth knowledge of Microsoft Word and Office. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
19
19
years of professional experience
Work History
Customer Service Technician 3 (Remote)(Contractor)
SimpliSafe
Colonial Heights, VA
09.2024 - 02.2025
- Provided technical assistance to customers for hardware and software-related issues.
- Monitored incoming calls, emails, and chats to ensure that quality service delivery standards were met.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Diagnosed system errors and network problems using remote access tools.
- Trained clients on how to use their newly installed alarm systems properly and efficiently.
- Repaired faulty equipment, such as cameras, sensors, keypads, and motion detectors.
- Replaced outdated parts with newer models when necessary to maintain the proper functioning of the system.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Insurance Customer Service Representative (Remote)
Safelite Auto Glass
Colonial Heights, VA
07.2022 - 03.2024
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted with resolving complex claims or billing disputes promptly.
- Developed strong relationships with clients by providing exceptional customer service.
- Assisted in the development and implementation of customer service policies and procedures.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Verified the accuracy of customer data entered into the system.
- Responded to queries, solved problems, or referred them, and followed up with clients to increase satisfaction.
- Asked probing questions, and offered solutions to resolve customer issues.
- Addressed and escalated complex customer issues to management when necessary.
- Assisted new policyholders with processing claims.
- Examined claims, records, and procedures to approve coverage.
- Collected payments, processed receipts, and informed policyholders of outstanding balances.
Driver
Uber and Lyft
Baltimore, MD
06.2016 - 03.2023
- Planned optimal routes to minimize delays and maximize time efficiency
- Transported clients to specified destinations safely and on-time
- Loaded and unloaded merchandise efficiently to meet demanding route targets
- Maintained optimal safety by adapting driving to match current traffic conditions and applying defensive strategies to avoid accidents
- Practiced safe and secure loading methods to avoid damaging goods
- Offered riders information about local attractions and restaurants.
- Participated in training sessions regarding safe driving practices and defensive driving techniques.
- Utilized GPS navigation systems to plan efficient routes for deliveries.
- Transported clients to specified destinations safely and on-time.
Financial Customer Service Rep(Contractor)(Remote)
Merrill Lynch
Emporia, VA
12.2021 - 07.2022
- Enrolled participants in 401(k) plans.
- Assisted participants with investment selections.
- Processed loans and withdrawal distributions.
- Assisted participants online with resetting passwords and regaining access to their online accounts.
- Distributed 1099R tax forms and quarterly account statements
- Managed basic account information for participants.
- Process rollover distributions to an IRA.
- Developed and implemented 401(k) plans for new hires.
- Assisted in the preparation of quarterly audits conducted by third-party auditors.
- Reviewed requests for hardship withdrawals or loan repayments, following IRS guidelines.
- Provided ongoing customer service to clients regarding their 401(k) accounts.
- Responded promptly to participant inquiries via phone or email regarding any issues related to their retirement savings accounts.
- Implemented procedures for filing government forms, such as 5500s and 1099Rs, as required by law.
- Handled all inquiries from participants concerning account balances, distributions, and loans.
- Advised employees on appropriate investment strategies based on individual needs, and risk tolerance levels.
- Analyzed data to determine compliance with IRS regulations regarding qualified plans.
Customer Service Representative (Remote)
Qurate Retail Group (QVC)
Emporia, VA
04.2019 - 10.2021
- Assisting customers with completed purchases.
- Processing refunds and returns.
- Assisting customers with financial transactions.
- Collecting past-due payments from customers.
- Processing QVC's credit card applications.
- Customer resolutions through phone, email, and chat.
- Helping customers with any problems they may be having online with any of QVC's affiliates.
- Delivery services, and ensuring customer satisfaction.
Customer Service Representative
Walmart
Catonsville, MD
03.2008 - 02.2016
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assessed customer needs and upsold products and services to maximize sales
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems, and solutions.
Sales Consultant
Kirby
Durham, NC
01.2006 - 02.2008
- Landed new customer accounts through consistent combination of perseverance, dedicated cold calling and exceptional service
- Applied consultative sales strategy to assess client needs and propose turnkey solutions to align with business objectives
- Cultivated long-term relationships with multiple industry clients, accurately quoting prices, credit terms and other bid specifications to achieve customer objectives
- Improved profitability, developing pipeline of multiple distribution channels and sales strategies.
Education
GED -
Kittrell Job Corps
Kittrell, NC08-2006
Skills
- Confidentiality understanding
- Driving and transportation
- Passenger support
- Route management
- Credit card payment processing
- In-store support
- Customer relations
- Promotional support
- Great eye for detail
- Insurance terminology
- Organizing and prioritizing work
- Proficient in Microsoft Office, Word, and Teams
- Excellent communication
- Active listening
- Claims processing
- Organization
Timeline
Customer Service Technician 3 (Remote)(Contractor)
SimpliSafe
09.2024 - 02.2025
Insurance Customer Service Representative (Remote)
Safelite Auto Glass
07.2022 - 03.2024
Financial Customer Service Rep(Contractor)(Remote)
Merrill Lynch
12.2021 - 07.2022
Customer Service Representative (Remote)
Qurate Retail Group (QVC)
04.2019 - 10.2021
Driver
Uber and Lyft
06.2016 - 03.2023
Customer Service Representative
Walmart
03.2008 - 02.2016
Sales Consultant
Kirby
01.2006 - 02.2008
GED -
Kittrell Job Corps
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