Jasmine L. Edwards
Murfreesboro,TN
Summary
Dynamic and results-driven business professional committed to enhancing operational efficiency across all levels of production. Equipped with extensive training and diverse experience, ready to leverage skills to contribute meaningfully to a forward-thinking organization. Passionate about fostering a collaborative environment that prioritizes compassion and innovation, ensuring team success and organizational growth. Seeking opportunities to drive impactful change and support the mission of a thriving company.
Overview
18
18
years of professional experience
Work History
Section Supervisor/Project Manager
Memphis Light, Gas and Water
01.2022 - Current
- Leadership & Team Management: Directed and supervised diverse teams of bargaining and non-bargaining employees, fostering a culture of excellence and ensuring alignment with organizational objectives.
- Customer Engagement: Spearheaded customer support efforts across multiple channels (phone, fax, email, web, and online chat), resolving complex inquiries and escalations promptly and effectively.
- Quality Assurance: Implemented robust quality monitoring systems, conducted trend analyses, and drove continuous improvement initiatives to elevate service delivery standards.
- Training & Development: Designed and delivered comprehensive training programs, collaborated with organizational training teams to develop resources, and mentored staff to enhance skillsets. Coordinated with employees and training development team to sign employees up for school and tuition reimbursement.
- Operational Oversight: Strategically managed call center operations, planned and delegated tasks, coordinated billing resolutions, and ensured compliance with policies and procedures.
- Performance Optimization: Analyzed call center metrics, conducted productivity reviews, prepared performance improvement plans, and optimized staffing and resource allocation.
- Stakeholder Collaboration: Engaged with customers, executives, government officials, and councils to address high-priority concerns and authorize necessary adjustments.
- Budget Management: Developed and managed budgets, prepared detailed operational reports, and contributed to strategic planning initiatives.
- Project Management: Led cross-functional teams to deliver projects on time and within budget, collaborating with contractors and managing project timelines.
- Process Innovation: Identified inefficiencies, implemented improved business processes, and enhanced organizational productivity through data-driven decision-making.
Service Advisor
Memphis Light, Gas and Water
01.2014 - 01.2022
- Emergency Response: Handled emergency calls (gas leaks, water bursts, power outages), ensuring compliance with OSHA and DOT guidelines while instructing customers on safety protocols.
- Customer Support: Addressed high volumes of customer inquiries in a fast-paced environment, resolving issues related to billing, service requests, and energy consumption.
- Operational Coordination: Acted as a liaison between customers and Field Operations, ensuring seamless communication for work order execution.
- Data Management: Utilized advanced computer systems to enter, retrieve, and analyze data while staying updated on division policies and procedures.
- Special Initiatives: Contributed to key projects, such as United Way campaigns and Customer Service Week, demonstrating leadership capabilities as an interim Section Supervisor.
- Customer Relations: Educated customers about assistance programs, provided billing solutions, and offered energy-saving strategies to optimize satisfaction.
Enrollment Specialist
Stratford University
12.2014 - 02.2021
- Communicated with prospective students via virtual, telephone and email, to build rapport and assist students with completing their application to enroll and secure transcripts and required documentation.
- Utilized Salesforce, Velocity CRM and Salesforce CRM recruitment tools to manage daily recruitment process.
- Recruited and interviewed prospective students to determine if they were a potential candidate for success at the selected university (National University or Northcentral University).
- Reviewed and researched degree programs and policies to make sure that clear and updated information was being provided to prospective students.
- Coordinated and worked with the enrollment, financial aid, and orientation departments to ensure that the student has a successful start to their educational experience.
- Communicated effectively with students of diverse backgrounds to determine their educational goals and whether the selected university could meet their expectations.
- Recipient of company's “Handshake Award” due to performance and student application/referral count.
Administrative Assistant
Memphis Light, Gas and Water
01.2008 - 01.2014
- Office Administration: Managed inventory, calendars, office supplies, and meeting schedules for Managers and VP, ensuring operational efficiency.
- Data Management: Compiled employee hours for payroll processing, maintained area time/mileage reports, and prepared detailed departmental scorecards.
- Customer Relations: Cultivated and maintained strong customer relationships through effective communication and problem resolution.
- Documentation: Composed and distributed reports, memos, and correspondence while leveraging advanced Excel skills for data analysis and reporting.
- Team Development: Trained new employees on departmental processes, enhancing team cohesion and performance.
- General Support: Handled incoming and outgoing communications, coordinated supervisor meetings, and managed supply chains.
Education
Bachelor of Science - Leadership/Human Resource
Bethel University
McKenzie, TN06-2025
High School Diploma - undefined
Sheffield High School
Skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Ability to relate with diverse communities
- Excellent Listening Skills
- Knowledge of Bookkeeping
- Proficiency in Oracle
- Admirable time management and analytical skills
- High ethical standards and ability to maintain confidentiality
- Strong organizational skills
- Ability to handle complex transactions
- Experience in CPQ, DAS, Q
- Excellent communication and interpersonal skills
- Remarkable ability to work both independently and with many levels of management
- Excel in client relations
- MLGW My Account & IVR system-Tester, Trainer, and Subject matter expert
- Team subject matter expert with DiRAD(Interaction Desktop)
- Training and mentoring
- Staff development
- Team management
- Teamwork and collaboration
Timeline
Section Supervisor/Project Manager
Memphis Light, Gas and Water
01.2022 - Current
Enrollment Specialist
Stratford University
12.2014 - 02.2021
Service Advisor
Memphis Light, Gas and Water
01.2014 - 01.2022
Administrative Assistant
Memphis Light, Gas and Water
01.2008 - 01.2014
High School Diploma - undefined
Sheffield High School
Bachelor of Science - Leadership/Human Resource
Bethel University