Jasmine Norwood

Sufficiently manage over 60 escalation requests through the ETD ticket system per day. Manage a high volume of incoming calls and service requests efficiently, ensuring timely resolution and customer satisfaction. Collaborate with cross-functional teams to resolve complex technical issues.

· Coordinated with Support Teams to resolve technical issues for clients in the region, resulting in a 23.53% decrease in repeat ETDs year to date.

· Managed and resolved high-priority customer issues by applying effective issue resolution techniques, improving overall avoidable trouble call rate by 18.23%

· Utilized advanced phone skills for troubleshooting, technical support, and providing detailed product information to customers resulting in 99.97% of escalated customers being contacted in 30 minutes or less.

· Applied strategic thinking in coordinating with various departments for a streamlined and effective problem-solving approach.

· Enhanced team productivity and efficiency by fostering an environment of effective information sharing across all levels of the regional support center.

• Increased customer satisfaction by addressing and resolving complaints in a timely manner.

• Manager of all aspects (front and back of house) for a sweepstakes company
• Troubleshot 3 different video gaming systems, and worked with internal and external stakeholders to fix systems issues over the phone
• Maintaining of equipment, cash flow, customer service, scheduling, and security – providing 24/7 support for various internet games, systems, stand alone systems, while also managing payroll, scheduling, and regular customers.

• Responsible for counting inventory twice daily, petty cash, marketing, exceeding phone-and-accessory goal weekly, staying current on all new offers, and maintaining display
• Supported customers in regard to pricing, bundling, and also helped end users in phone troubleshooting
• Strove to constantly meet SLA/KPIs through supporting end users switch networks, also strove to adhere to audit findings, and reviewed reports and worked to improve local store locations.

• Responsible for scheduling fresh and frozen food orders.
• Maintains inventory by performing Daily and Weekly inventory inspections
• Manages cash control per policy manual and counts cash on hand, at shift changes and at closing, to determine shortages or overages and prepares bank deposits Review and approve invoices and STIs
• Track and record waste
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Kept employees operating productively and working on task to meet business and customer needs.

• Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
• Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout hiring process.
• Developed performance management systems that promoted employee growth and development.
• Recruited top talent to maximize profitability.