Jasmine Reed
Kansas City,MO
Summary
Customer Service professional eager to deliver positive, memorable experience to every customer. Willing to exceed expectations with strong time management and multitasking abilities. Quick learner and hard worker with natural team building qualities. Focused on going above and beyond to support team and serve customers. Able to stay calm under pressure, and quickly resolve customer complaints and address issues. Offering skills in call control and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty.
Overview
11
11
years of professional experience
Work History
Executive Escalations & Client Retention Lead
H&R Block
Kansas City, MO
03.2022 - Current
- Managed escalations directed to our CEO and various business units to ensure the resolution of all issues.
- Received all BBB complaints and collaborated with clients and the BBB to resolve their issues effectively.
- Successfully managed an acquisitions campaign, scheduling prospects interested in selling their CPA firms, contributing to over $10 million in annual company revenue.
- Kept records of client interactions, thoroughly recording details of concern.
- Built strong operational teams to meet process business demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Directed day-to-day operations of short-term and long-term strategies.
- Hired and trained new team members.
- Collaborated with manager on quality audits.
- Collaborated with directors and managers to determine mission, values, and plan for short- and long-term goals.
- Submitted reports to upper management.
Client Retention Specialist
H&R Block
Kansas City, MO
03.2020 - 03.2022
- Engaged with customers to understand and resolve issues and answer product questions
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed calls and followed scripts to maintain good call control
- Referred unresolved customer grievances to designated departments for further investigation
- Investigated product concerns and communicated with departments to understand customer issues
- Reviewed activities regularly to identify opportunities for improvement
- Addressed concerns quickly to avoid lasting issues
- Updated customer accounts with current personal information.
Member Advocate
United Healthcare Group
Overland Park, KS
10.2018 - 01.2020
- Advised patient of preparations required for scheduled procedures
- Completed insurance and other claim forms
- Maintained compliance with established policies, procedures, regulatory and accreditation requirements, and applicable professional standards
- Scheduled and confirmed patients for diagnostic appointments, consultations and procedures.
- Used multiple systems regularly to compile records, produce reports and create correspondence meeting day-to-day needs of the department
- Explained fees and patient financial responsibility, and informed patients of existing balance due
- Completed and processed insurance documentation and other claim forms.
Customer Service Lead
RBlockConvergys
Olathe, KS
09.2015 - 10.2018
- Trained and mentored new team members to deliver top-notch service
- Handled credit card payments and refund determination, returned receipts, change and payment cards to customers.
- Communicated with customers to address complaints, implementing swift resolutions to restore satisfaction
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Fielded escalated calls to defuse charged situations, build solutions, and recapture customer loyalty
- Trained and coached call center representatives to provide expert support to customers
- Boosted team performance with motivational support, mentoring, and job skill coaching
- Monitored calls to maintain good call control and all procedures were followed
- Recorded information about financial status of customers and status of collection efforts
- Negotiated credit extensions when necessary
- Established repayment schedules that worked with the customer's financial situation.
Customer Service Representative
XPO, New Breed Logistics
Kansas City, MO
08.2013 - 06.2014
- Answered inbound calls to greet and assist customers with various needs and questions
- Responded to questions and followed up on customer interactions
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Handled high volume inbound calls
- Used upselling and cross-selling techniques to provide solutions to customer issues
- Built strong knowledge of product line to assist customers in selecting products.
Education
High School Diploma -
R B Stall High School
North Charleston, SCSkills
- Inbound call answering brand representation
- Trained in Salesforce Customer service excellence
- Proficient in Excel
- Customer service Account updating
- Staff training Motivation
- Team building Conflict resolution
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Team Collaboration
- Customer Relationship Management (CRM)
Timeline
Executive Escalations & Client Retention Lead
H&R Block
03.2022 - Current
Client Retention Specialist
H&R Block
03.2020 - 03.2022
Member Advocate
United Healthcare Group
10.2018 - 01.2020
Customer Service Lead
RBlockConvergys
09.2015 - 10.2018
Customer Service Representative
XPO, New Breed Logistics
08.2013 - 06.2014
High School Diploma -
R B Stall High School