Jasmine Pollard
Houston
Summary
Customer-focused service professional with leadership experience in fast-paced, regulated environments. Proven ability to supervise teams, de-escalate customer concerns, ensure safety compliance, and deliver consistent, high-quality service. Known for clear communication, calm decision-making under pressure, and fostering a positive team culture aligned with Southwest’s People-First values. Flexible with travel, relocation, and nontraditional schedules.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Advisor 2
Texas Health and Human Services
Houston
01.2023 - Current
- Deliver high-quality customer service to a diverse client base while adhering to strict confidentiality and compliance standards.
- Conduct interviews and clearly explain complex policies, procedures, and eligibility requirements.
- De-escalate customer concerns calmly and professionally, ensuring positive outcomes.
- Manage high-volume caseloads while maintaining accuracy, timeliness, and attention to detail.
- Collaborate with internal teams to improve service delivery and customer satisfaction.
Long-Term Substitute Teacher
Westfield Ninth Grade Center / Cunningham Middle S
Houston
01.2022 - 01.2023
- Supervised and supported students in a structured, safety-focused environment.
- Maintained order and resolved behavioral concerns using calm, effective communication.
- Adapted quickly to changing schedules, staffing needs, and classroom environments.
- Supported school policies while ensuring a positive experience for students and staff.
Assistant Lead
Kroger
Houston
11.2019 - 07.2021
- Assisted in supervising daily store operations in a high-volume retail environment.
- Delivered friendly, efficient customer service while resolving customer issues.
- Supported onboarding and training of new employees.
- Ensured adherence to safety, quality, and operational standards.
- Acted as a point of contact for customers and staff during shifts.
Education
BBA -
Prairie View A&M University
Prairie View, TX 01.2017 - 01.2021
Skills
- Customer Service Leadership
- Team Supervision
- Conflict Resolution
- Safety & Policy Compliance Employee
- Coaching & TrainingClear Communication
- Problem Solving
- Time Management
- Adaptability
- Cultural Awareness
- Performance Accountability
Timeline
Advisor 2
Texas Health and Human Services
01.2023 - Current
Long-Term Substitute Teacher
Westfield Ninth Grade Center / Cunningham Middle S
01.2022 - 01.2023
Assistant Lead
Kroger
11.2019 - 07.2021
BBA -
Prairie View A&M University
01.2017 - 01.2021