Jasmine Phillips
824 N Florence Ave Lakeland ,FL
Summary
Customer service leader with a proven track record in enhancing team performance and motivation. Expertise in conflict resolution and CRM software, resulting in high customer satisfaction and operational efficiency.
Overview
14
14
years of professional experience
Work History
Supervisor
GC Services
Lakeland, FL
07.2023 - 05.2025
- Resolved customer inquiries and escalated issues through effective call handling.
- Supported staff with questions on customer interactions and processing tasks.
- Assisted Call Center Supervisor in directing daily team operations.
- Researched customer issues, ensuring comprehensive follow-up and satisfaction.
Customer Service Representative Team Lead
Spectrum
Lakeland, FL
05.2022 - 06.2023
- Led team of representatives, fostering cohesion through encouragement and accountability.
- Cultivated essential skills in staff via on-the-job training and performance evaluations.
- Mentored and coached team members to meet performance standards and improve customer experience.
- Motivated customer service team to develop proactive solutions for enhanced customer satisfaction.
Analyst Credit and Collection
Verizon
Lakeland, FL
12.2020 - 01.2022
- Developed and implemented initiatives to enhance collection processes and reduce bad debt and churn.
- Provided strategic recommendations on complex operational metrics for continuous improvement.
- Collaborated with internal stakeholders to define requirements for new self-service processes.
Customer Service Representative
TaskUs
Remote
11.2018 - 12.2020
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Provided accurate responses to inquiries via phone, email, and live chat support.
- Navigated documentation and resources to enhance service quality.
Benefits Specialist
Publix Corporate Office
Lakeland, FL
01.2016 - 09.2018
- Delivered educational presentations to improve employee comprehension of benefit options.
- Managed payroll and benefits deductions with precision and timely execution.
- Collaborated with HR teams to support benefit initiatives during company restructuring periods.
Patient Service Representative
Lakeside Pediatrics
Lakeland, FL
01.2014 - 01.2016
- Trained new staff by sharing practical knowledge and expertise.
- Collaborated with clinical staff to enhance patient check-in processes for efficient scheduling.
- Organized medical records and processed Release of Information forms, ensuring accurate billing data.
- Facilitated seamless communication between patients and healthcare providers to address inquiries.
Administrator Coordinator
Trinity Medical Office
Lakeland, FL
02.2011 - 12.2013
- Facilitated logistics for meetings and conferences, ensuring preparedness and smooth operations.
- Managed daily office activities, including appointment scheduling, supply orders, and inquiry responses.
- Maintained filing systems for digital and physical records in accordance with established protocols.
- Oversaw office communications and inventory management to ensure availability of necessary supplies.
Education
Diploma -
Kathleen Senior High
Lakeland, FLSkills
- Organizational skills
- Effective communication
- MS Office proficiency
- Time management
- Technical support
- Typing speed: 45 WPM
- Problem solving
- Conflict resolution
- Adaptability in fast-paced environments
- Data entry expertise
- Active listening skills
- Customer relationship management (CRM)
- Communication proficiency
- CRM software expertise
- Patience in service delivery
Timeline
Supervisor
GC Services
07.2023 - 05.2025
Customer Service Representative Team Lead
Spectrum
05.2022 - 06.2023
Analyst Credit and Collection
Verizon
12.2020 - 01.2022
Customer Service Representative
TaskUs
11.2018 - 12.2020
Benefits Specialist
Publix Corporate Office
01.2016 - 09.2018
Patient Service Representative
Lakeside Pediatrics
01.2014 - 01.2016
Administrator Coordinator
Trinity Medical Office
02.2011 - 12.2013
Diploma -
Kathleen Senior High
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