Jasmine Matthews
Dunbar,WV
Summary
Customer service professional with 10+ years of experience in remote environments. Proven ability to manage complex inquiries, resolve issues efficiently, and enhance customer satisfaction. Skilled in utilizing CRM systems and remote communication tools to deliver exceptional service. Seeking to contribute expertise to a dynamic work-from-home team.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
LiveOps (Amerihealth)
05.2024 - Current
- Manage inbound calls, emails, and chat inquiries from policyholders regarding medical insurance plans in a fully remote setting.
- Deliver clear, accurate information about insurance coverage and benefits, while ensuring a positive customer experience.
- Assist with billing inquiries, ensuring accurate information regarding premium payments and account discrepancies.
Team Lead
Urgently Roadside
06.2022 - 06.2023
- Led a remote team, monitoring performance metrics such as call handling time and customer satisfaction scores
- Implemented remote training and coaching sessions to enhance team skills and service quality
- Addressed escalated customer issues, maintaining high levels of satisfaction in a virtual environment
- Fostered a positive team culture through effective communication and support
Customer Service Representative
Urgently Roadside
05.2021 - 06.2022
- Responded quickly to client inquiries for roadside assistance via phone, email, and chat in a remote capacity
- Utilized empathetic communication to assist clients in distress, ensuring a reassuring and effective support experience
- Collected critical information from clients and coordinated with service providers to ensure timely resolution of issues
Education
Bachelor of Business Administration - Marketing
West Virginia State University
Institute, WV05.2019
Skills
- Live chat support
- Active Listening
- Problem Solving
- Technical Support
- Conflict Resolution
- Flexible Problem Solving
Timeline
Customer Service Representative
LiveOps (Amerihealth)
05.2024 - Current
Team Lead
Urgently Roadside
06.2022 - 06.2023
Customer Service Representative
Urgently Roadside
05.2021 - 06.2022
Bachelor of Business Administration - Marketing
West Virginia State University