Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jasmine Johnson

Birmingham,AL

Summary

Authorized to work in the US for any employer

  • Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
  • Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
  • Conscientious with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
  • Proactive with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
  • Personable customer servce offering years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Navy Federal Credit Union
Pensacola, FL
02.2022 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests for products, services and company information.
  • Facilitated [Type] orders and completed accurate to meet aggressive deadlines.
  • Sought ways to improve processes and services provided.
  • Updated account information to maintain customer records.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Created and maintained detailed database to develop promotional sales.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for [Type] business.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved [Type] issues over phone with [Number] customers daily.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Validated [Type] and [Type] paperwork to boost [Area of expertise] efficiency.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Recorded account information to open new customer accounts.
  • Maintained up-to-date knowledge of product and service changes.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Service Representative

LoanCare
Jacksonville, FL
06.2021 - 01.2022
  • Answer inbound calls regarding mortgage acts take payments and break down mortgage statements to customers
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recorded account information to open new customer accounts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer adjustments to maintain financial accounts.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services and company information.
  • Collected and analyzed customer information to prepare product or service reports.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained staff on operating procedures and company services.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Effective liaison between customers and internal departments.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Delivered prompt service to prioritize customer needs.
  • Managed timely and effective replacement of damaged or missing products.
  • Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Promised best prices for customer services and maintained accuracy when determining quotes.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Effectively communicated with customers about account changes, new products or services and potential upgrades.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Developed and updated databases to handle customer data.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

CSR Agent

Wellsfargo
Homewood, AL
02.2019 - 06.2021
  • Provided policy and service information
  • Assisted customers with a warm and professional attitude
  • Answered general questions
  • Resolved customer information and complaints
  • Responded to claim inquiries
  • Responsible for tracking and maintaining inventory
  • Handled online orders and credit card transactions
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recorded account information to open new customer accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Updated account information to maintain customer records.

Customer Service Representative

Tmobile call center
Birmingham, AL
07.2017 - 02.2019
  • Answer inbound calls resolve customer issues
  • Take payments and set payment arrangements towards accounts
  • I also sale different phones etc
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Responded to customer calls and emails to answer questions about products and services.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Addressed customer account discrepancies and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Approved and terminated customer contracts upon request.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.

Customer Service Representative

Porfolio Recovery Associates
Birmingham, AL
02.2015 - 06.2017
  • Researching and contacting potential tenants, arranging for building maintenance and managing payments and budgets.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Approved and terminated customer contracts upon request.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Attended telephone skills and program information training sessions to boost aptitude.

Machine Operator

Mercedes-Benz
Tuscaloosa, AL
02.2013 - 02.2015
  • Operate specialty machinery to fabricate, manufacture, assemble, or move products
  • Maintain and monitor machine to make sure it functions properly
  • Understanding of how operated machine works
  • Conduct quality checks periodically.
  • Helped with change-overs and set up to assist with job preparation and production functions.
  • Managed open and close of batch process from start to completion for batch tracking.
  • Calibrated, tested and adjusted machine settings or controls in preparation for production operations.
  • Manually set up machinery, lathes and grinders.
  • Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
  • Followed tooling instructions and product specifications to determine and implement operational sequences.

Shoe Department Manager

Shoe Depot
Hueytown, AL
11.2012 - 02.2013
  • Stock inventory cashier freight run shows schedule
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Recruited and hired top performers to add talent and value to department.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized and safe environment for employees and patrons.
  • Prepared annual budgets with controls to prevent overages.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Kept detailed records of daily progress to identify and correct areas needing improvement.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Managed inventory control, cash control and store opening and closing procedures.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Education

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Wenonah High School

Skills

  • Customer Service (2 years), CSR (2 years), Call Center, Customer Care (2 years), Machine Operator
  • (3 years)
  • Collections
  • Billing
  • Management
  • Computer Skills
  • Sales
  • Microsoft Office
  • Organizational Skills
  • Communications
  • Call Center
  • Warehouse Experience
  • Property management
  • Reliability
  • Team Work
  • Flexibility
  • Problem-solving
  • Property Leasing
  • Accounts Payable
  • Accounts Receivable
  • Efficient and Detail-Oriented
  • Service Recommendations
  • Order and Refund Processing
  • Responding to Difficult Customers
  • Good Listening Skills
  • Till Counting
  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Information Updates
  • Customer Data Confidentiality
  • Issue Identification
  • Detailed Evaluations
  • Customer Service (2 years), CSR (2 years), Call Center, Customer Care (2 years), Machine Operator
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Call Center Operations
  • Understanding Customer Needs
  • Data Entry and Maintenance
  • High-Volume Environments
  • Call Controlling
  • Call Documentation
  • Master Calendar Management
  • Policy and Procedure Adherence
  • Purchase Needs Determination
  • Special Requests
  • Corporate Standards
  • Providing Feedback
  • Corrective Actions
  • Operational Efficiency
  • Setting Up Files
  • Online Systems
  • Scripted Calls
  • Microsoft Exchange
  • Directing Calls
  • Correcting Discrepancies
  • Establishing and Maintaining Customer Relationships
  • Business Acumen
  • Online Chat
  • Call Volume and Quality Metrics
  • Monetary Transactions

Timeline

Customer Service Representative

Navy Federal Credit Union
02.2022 - Current

Customer Service Representative

LoanCare
06.2021 - 01.2022

CSR Agent

Wellsfargo
02.2019 - 06.2021

Customer Service Representative

Tmobile call center
07.2017 - 02.2019

Customer Service Representative

Porfolio Recovery Associates
02.2015 - 06.2017

Machine Operator

Mercedes-Benz
02.2013 - 02.2015

Shoe Department Manager

Shoe Depot
11.2012 - 02.2013

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Wenonah High School

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Jasmine Johnson