Jasmine Jackson
Lawrenceville,Ga
Summary
Explore a career as a Customer Service Representative or related position where training and motor skills can be used to make a significant contribution to the success of the company. Availability to work a fixed and/or rotating schedule to accommodate the needs of the employer(s).
Overview
11
11
years of professional experience
Work History
Access Management Agent
ATI Physical Therapy
Baltimore, MD
06.2025 - Current
- Managed patient scheduling, intake, and insurance verification for multiple ATI Physical Therapy locations across different states.
Delivered exceptional customer service by assisting patients with appointment scheduling, benefit inquiries, and care coordination.
Verified insurance coverage, obtained prior authorizations, and ensured accurate data entry in patient management systems.
Cross-trained to support multiple state-specific processes and compliance requirements, ensuring smooth operations across regional teams.
Collaborated with clinical and administrative staff to resolve scheduling conflicts and streamline patient access to care.
Consistently met performance goals in call quality, accuracy, and productivity while maintaining patient confidentiality (HIPAA compliance).
Customer Support Agent
FEMA
Atlanta, Georgia
11.2024 - 06.2025
- 1. Customer Assistance: Provide accurate and timely information to individuals seeking assistance with FEMA programs, including disaster recovery, housing assistance, and financial aid.
- 2. Data Entry: Enter and update customer information into FEMA’s database accurately, ensuring that all interactions are recorded for tracking and follow-up.
- 3. Eligibility Support: Assist customers in determining their eligibility for various FEMA programs and guide them through the application process.
- 4. Issue Resolution: Address and resolve customer concerns, complaints, or inquiries regarding the status of their applications or eligibility for assistance.
- 5. Follow-Up: Monitor the progress of ongoing claims or cases and follow up with customers to provide updates and ensure issues are addressed in a timely manner.
- 6. Technical Support: Help customers navigate FEMA’s online platforms, providing troubleshooting assistance as needed.
- 7. Compliance: Ensure adherence to FEMA’s policies, procedures, and confidentiality standards when handling sensitive information.
- 8. Problem-Solving: Work collaboratively with other departments or teams to resolve more complex issues that require additional support or escalation.
- 9. Communication: Maintain professional and empathetic communication, especially in high-stress situations, ensuring that customers feel supported during the disaster recovery process.
- 10. Training and Development: Stay updated on FEMA’s policies, procedures, and new programs through training to provide accurate and up-to-date information to customers.
- Remote
Premier Customer Consultant/AT&T(Hybrid)
AT&T
Atlanta, Georgia
06.2023 - 09.2024
- Resolved service issues efficiently: Performed basic troubleshooting and escalated technical issues to Tier 3 support when necessary, minimizing service downtime for customers.
- Cross-trained across service areas: Became proficient in multiple service areas, including billing inquiries, adjustments, collections, and retention, delivering a comprehensive customer service experience.
- Optimized customer experience: Identified and seized upsell opportunities to fit customers with the latest offers and technology, contributing to higher customer loyalty and retention.
- Surpassed sales goals: Consistently exceeded monthly sales targets by employing a consultative sales approach to upsell and cross-sell customers on the latest technology, services, and offers, enhancing revenue and customer engagement.
- Improved service resolution times: Demonstrated the ability to efficiently resolve billing and payment issues, providing timely solutions and increasing customer retention through proactive service.
- Hybrid
Customer Success Representative
Samsung
Atlanta, Georgia
06.2021 - 02.2023
- Increased customer satisfaction (CSAT) by 75%; Provided tailored support to customers, resolving issues quickly and achieving consistently high customer satisfaction (CSAT) ratings through personalized service.
- Improved customer retention by 45%; Built strong relationships with customers through regular check-ins, contributing to a 27% increase in customer retention and long-term loyalty.
- Reduced churn by 22%; Proactively identified at-risk accounts and implemented targeted strategies to re-engage customers, reducing churn by addressing their concerns before they escalated.
- Facilitated smooth onboarding for new customers: Guided new customers through the onboarding process, reducing time-to-value (TTV) and ensuring a seamless transition to product use.
- Hybrid
Customer Service Representative
Sykes Enterprises
Lakeland, Florida
02.2015 - 12.2018
- Handled high-volume customer inquiries: Efficiently managed up to calls 75-100 daily while maintaining quality standards, exceeding productivity and accuracy metrics.
- Provided exceptional customer experience: Delivered top-tier service by actively listening to customer needs, empathizing with their concerns, and providing tailored solutions that increased customer retention by 20%
- Multitasked in a fast-paced environment: Effectively handled multiple customer interactions simultaneously, maintaining a high level of service quality and professionalism under pressure.
- Utilized CRM tools for seamless service: Leveraged customer relationship management (CRM) software, such as Salesforce, Salesloft, Gong, and LinkedIn Sales Navigator, to track customer interactions, ensuring timely follow-ups and efficient case management.
- Hybrid
Education
GED - undefined
Gwinnett Technical College
05.2008
Skills
- First Contact Resolution
- Multichannel Communication
- Active Listening
- Problem Solving and Critical Thinking
- Conflict Resolution
- Customer Retention
- Attention to Detail
- Salesforce
- Zendesk
- HubSpot
- Salesloft
- Microsoft (Teams, Word, Excel)
Professional Summary
Results-driven customer service professional with 5+ years of experience delivering top-tier support in fast-paced, high-pressure environments. Expert in managing high volumes of inquiries, swiftly resolving complex issues, and fostering strong customer relationships. Proven track record of maintaining a 95%+ customer retention rate. Awarded "Employee of the Month" four times at Samsung for outstanding service and dedication. Eager to bring my skills and passion to a company committed to exceptional customer service.
Timeline
Access Management Agent
ATI Physical Therapy
06.2025 - Current
Customer Support Agent
FEMA
11.2024 - 06.2025
Premier Customer Consultant/AT&T(Hybrid)
AT&T
06.2023 - 09.2024
Customer Success Representative
Samsung
06.2021 - 02.2023
Customer Service Representative
Sykes Enterprises
02.2015 - 12.2018
GED - undefined
Gwinnett Technical College