Jasmine Jackson
Atlanta,GA
Summary
Detail-oriented Customer Support Specialist with 7+ years of experience managing high-volume inbound and outbound interactions across phone, chat, and email. Proven track record of resolving complex billing and account issues while consistently achieving 95%+ customer satisfaction (CSAT). Skilled in Zendesk, CRM systems, escalation management, and root cause analysis to improve resolution times and reduce repeat tickets by 15–20%. Recognized for delivering efficient, empathetic support in fast-paced and remote environments.
Overview
8
8
years of professional experience
Work History
Senior Payment & Customer Support Specialist
Penn Interactive LLC
2023.12 - 2025.10
- Served as primary point of contact handling 80-120+ inbound inquiries daily via phone, chat, and email
- Resolved billing, payment, and account issues with a 95%+ customer satisfaction (CSAT) rating
- Documented and tracked 100% of customer interactions in CRM (Zendesk) to ensure accurate case resolution and follow-up
- Identified root causes of recurring issues, reducing repeat tickets by 15-20%
- Escalated complex cases efficiently, improving resolution turnaround time by 25%
- Collaborated cross-functionally to resolve discrepancies, improving customer experience and reducing complaint volume
- Maintained strict adherence to compliance policies with zero audit discrepancies
Client Services Coordinator
Cushman & Wakefield
2018.11 - 2020.03
- Managed 50-75+ daily service requests, prioritizing urgent and time-sensitive issues
- Coordinated communication between clients and vendors, improving response time by 20%
- Processed high-volume documentation (expense reports, W-9's, COIs) with 99% accuracy
- Resolved escalations and improved client satisfaction scores by 15% through proactive follow-up
- Assisted in vendor performance evaluations, helping reduce service delays and operational costs
- Strengthened client/vendor relationships, contributing to smoother service delivery and retention
Customer Service & Dispatch Specialist
SMS Assist LLC
2017.06 - 2018.09
- Handled 60-100+ inbound and outbound calls daily for maintenance and emergency service requests
- Dispatched and coordinated work orders, achieving a 95% on-time completion rate
- Resolved complex customer issues, reducing escalations by 10-15%
- Improved communication workflows between residents and service providers, decreasing resolution time by 15%
- Developed training materials that supported onboarding and improved team efficiency
Education
Bachelor of Arts: English Literature -
University of Illinois Urbana-Champaign
Champaign, IL2016-05
Skills
- Customer Support (Inbound & Outbound)
- Zendesk CRM Systems
- Ticket & Case Management
- Escalation Handling & Resolution
- Billing & Payment Support
- SLA & KPI Management (CSAT, AHT, Resolution Time)
- Account Troubleshooting
- Root Cause Analysis
- Service Coordination & Dispatch
- Remote Customer Support & Virtual Collaboration
Timeline
Senior Payment & Customer Support Specialist
Penn Interactive LLC
2023.12 - 2025.10
Client Services Coordinator
Cushman & Wakefield
2018.11 - 2020.03
Customer Service & Dispatch Specialist
SMS Assist LLC
2017.06 - 2018.09
Bachelor of Arts: English Literature -
University of Illinois Urbana-Champaign