Jasmine Knight
Charlotte,NC
Summary
Customer Service Professional experienced in building strong relationships and maintaining customer loyalty. Achieved significant sales growth through effective market expansion strategies and promotion of new initiatives. Focused on developing a robust work history to advance into management roles.
Overview
10
10
years of post-secondary education
12
12
years of professional experience
Work History
Service Connection Agent
Harris Cherokee Casino Resort
11.2014 - 06.2015
- Answered guest inquiries for casino resort reservations and services.
- Processed room bookings using property reservation systems.
- Verified guest details and updated account records.
- Informed guests about resort amenities, promoted restaurants, and highlighted special events.
Benefits Investigation Specialist
Lash Group
09.2015 - 01.2016
- Executed outbound calls to follow up with healthcare providers on patient benefits, ensuring accurate information gathering. Evaluated patient records for medical benefits and qualifications to support benefit determination. Filled out benefit investigation forms to assess patient needs and facilitate appropriate care solutions. Operated multiple software programs. Amount of BIFs completed 5 to 10 BIFs per hour. Quota requirement of 15 to 25 BIFs a day.
- Verified patient insurance eligibility for Lash Group services.
- Ensured patients had appropriate insurance benefits for Lash Group services.
- Documented case notes in Lash Group systems with accurate benefit information.
Contact Center Agent
Conference Direct
10.2016 - 09.2018
- Handled calls from guests to arrange lodging for conferences and conventions, averaging 80 to 100 calls daily with an average call duration of 3 minutes and 55 seconds. Call time of 3 minutes and 55 seconds. Calls per day 80 to 100. Prepared detailed reports for housing managers, including hotel rates, rooming lists, and HHR data.
- Responded to inbound calls from hotel guests seeking assistance with bookings and inquiries. for conference attendees and hotel booking support.
- Processed reservation changes through contact center systems for Conference Direct clients.
- Resolved attendee questions about registrations, room blocks, and event details.
Account Revenue Specialist
Conference Direct
10.2018 - 03.2020
- Managed room block revenue for conference and meeting program.
- Collected advanced and final payments for associates with contractual agreements with hotels for lodging blocks booked for client conferences and meetings. Completed 25 to 35 invoices daily. Per week quota meets at 125 to 150 with an accuracy rate of 92%.
- Reviewed pickup reports and adjusted inventory with hotel partners.
- Coordinated contract terms with clients, venues, and property contacts.
Teir II Contact Center Agent
Conference Direct
03.2021 - Current
- Responded to 80 to 100 guest calls daily for lodging arrangements for conferences or conventions, maintaining average call time of 3 minutes and 55 seconds. Trained new hires and managed customer callback campaigns.
- Responded to 80 to 100 guest calls daily for lodging arrangements for conferences or conventions, maintaining average call time of 3 minutes and 55 seconds.
- Coordinated scheduling of room blocks and meeting requests within contact center systems.
- Addressed registration inquiries and ensured client records were accurately updated.
Education
BBA - Business Management
University of Phoenix
Charlotte , NC 08.2017 - 06.2022
Completion Certification - Business Administration
Lyndon B. Johnson Job Crops
Franklin , NC 01.2014 - 11.2014
High School Diploma -
West Charlotte High School
Charlotte, NC 08.2005 - 06.2009
Skills
- Reservation Processing
- Booking Coordination
- Payment Processing
- Billing Management
- Revenue Collection
- Financial Tracking
- Transaction Management
- Eligibility Verification
- Customer Relationship Management
- Customer service
- Attention to detail
- Problem resolution
- Verbal communication
- Team collaboration
- Relationship building
- Customer Follow-up
- Problem solving
- Expense Reporting
- Problem resolution
Accomplishments
- Accomplishments
- Positions of leadership: ADL (Assistant Dorm leader), DL (Dorm Leader), Certified Leader SGA : (Student Government Association) Sergeant at Arms, Secretary, Vice President and President
- Certifications
- OPAC- Office Proficiency Assessment& Certification & OSHA (Occupational Safety &Health Administration
Timeline
Teir II Contact Center Agent
Conference Direct
03.2021 - Current
Account Revenue Specialist
Conference Direct
10.2018 - 03.2020
BBA - Business Management
University of Phoenix
08.2017 - 06.2022
Contact Center Agent
Conference Direct
10.2016 - 09.2018
Benefits Investigation Specialist
Lash Group
09.2015 - 01.2016
Service Connection Agent
Harris Cherokee Casino Resort
11.2014 - 06.2015
Completion Certification - Business Administration
Lyndon B. Johnson Job Crops
01.2014 - 11.2014
High School Diploma -
West Charlotte High School
08.2005 - 06.2009