Jasmine Rios
Summary
A results-driven implementation Manager with a background in leadership, project management, relationship management, and P&C insurance industry knowledge.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Manager
Goosehead Insurance Agency
San Antonio, TX
08.2023 - Current
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Develop, manage, and oversee multiple projects and project plans ensuring high quality, on-time implementations.
- Communicate insights and updates to internal and external stakeholders.
- Monitored service performance metrics to identify areas of improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Motivated and supported employees to maintain low turnover.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Performed research on industry trends and best practices related to assigned projects.
Service Team Leader
Goosehead Insurance Agency
San Antonio, TX
01.2022 - 07.2023
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Trained new employees on company policies and procedures.
- Provided top quality control and eliminated downtime to maximize revenue.
- Offered training and support to keep team members motivated and working toward objectives.
- Monitored daily operations of the service team and identified areas of improvement.
- Fostered positive employee relationships through communication, training, and development coaching.
Insurance Agent
Goosehead Insurance Agency
San Antonio, TX
07.2021 - 01.2022
- Analyzed customer needs and provided best options, upselling products and services.
- Generated new leads and identified potential clients by using successful direct marketing strategies.
- Reviewed coverage plans and strategic initiatives, determining how best to align new offerings with business goals.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Provided excellent customer service to clients by proactively identifying any barriers and addressing them expeditiously.
Debt Collection Specialist
Alliance Data
San Antonio, TX
06.2020 - 06.2021
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
Customer Service Representative
QVC Call Center
San Antonio, TX
05.2018 - 01.2020
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
Bachelor of Science - Psychology
The University of Texas At San Antonio
San Antonio, TX05.2022
Certificate - Language And Culture
Hohai University
Nanjing, China07.2019
Skills
- Leadership Development
- Planning and Organization
- Training and Mentorship
- Process Improvement
- Quality Assurance
- Analytical Thinking
- Business Development
- KPI Monitoring
- Data Analytics
Certification
- P&C Insurance License
Timeline
Service Manager
Goosehead Insurance Agency
08.2023 - Current
Service Team Leader
Goosehead Insurance Agency
01.2022 - 07.2023
Insurance Agent
Goosehead Insurance Agency
07.2021 - 01.2022
Debt Collection Specialist
Alliance Data
06.2020 - 06.2021
Customer Service Representative
QVC Call Center
05.2018 - 01.2020
Bachelor of Science - Psychology
The University of Texas At San Antonio
Certificate - Language And Culture
Hohai University