Jasmine Johnson
Augusta,GA
Summary
Proven track record in enhancing customer satisfaction and retention at Concentrix through expert complaint handling and CRM software proficiency. A collaborative team player known for creative issue resolution and maintaining professionalism under pressure, I consistently deliver positive outcomes, achieving high customer feedback scores. 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.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Concentrix
2023.01 - 2024.09
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of the support staff.
- Completed between 50-100 new orders per day with 100% accuracy and consistently high customer satisfaction scores.
- Gathered and reviewed customers apple accounts/ information to generate management reports and support team decision-making.
Work From Home Agent
Ciox Healthcare
2021.11 - 2023.01
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from boosting overall satisfaction and retention rates.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Package Handler
Amazon
2020.03 - 2021.11
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Used hand-held scanners and physical logs to accurately track item movements.
- Proved successful working within tight deadlines and a fast-paced environment.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Stored and secured packages in designated areas to prevent damage and theft.
- Monitored and tracked shipment progress to confirm on-time delivery.
- Built strong relationships with customers and vendors through excellent customer service.
Hotel Front Desk Clerk
Quality Inn
2017.10 - 2020.02
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Streamlined reservations process for improved accuracy and guest experience.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Answered phone within 3 to 5 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
After-School Program Leader
Columbus County Schools
2013.04 - 2014.07
- Created fun, age-appropriate activities for school-age children.
- Monitored student safety while conducting indoor or outdoor activities.
- Assisted students with homework completion, providing individualized support and guidance as needed.
- Managed behavioral issues and used positive behavior strategies for groups of up to 10 to 15 students.
- Developed strong relationships with parents, keeping them informed of their child''s progress and involvement in the program.
- Implemented effective behavior management strategies, creating a safe and supportive environment for all participants.
- Supervised up to 10 students during outdoor exercise periods, monitoring group and individual safety.
- Developed and coordinated after-school programs and activities.
Education
High School Diploma -
Hardaway High School
Columbus, GA05.2012
Skills
- Problem-Solving
- Customer Communication and Empathy
- Highly Professional
- Active Listening
- Computer Diagnostics
- Friendly and Patient
Accomplishments
- Resolved product issue through consumer testing.
- Achieved goals by completing good customer service and provided apple support with accuracy and efficiency.
- Documented and resolved payment issues which led to positive balances.
Additional Information
resolve issues with positive attitude.
show empathy to the issue at hand.
Timeline
Customer Support Specialist
Concentrix
2023.01 - 2024.09
Work From Home Agent
Ciox Healthcare
2021.11 - 2023.01
Package Handler
Amazon
2020.03 - 2021.11
Hotel Front Desk Clerk
Quality Inn
2017.10 - 2020.02
After-School Program Leader
Columbus County Schools
2013.04 - 2014.07
High School Diploma -
Hardaway High School
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