Jasmine Roberts
Toledo,OH
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Buckeye Broadband
Toledo, Ohio
08.2021 - 09.2024
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Updated customer accounts, addresses and contact information within call management databases.
Home Health Aide
Homecare By Blackstone
Toledo, Ohio
10.2018 - 01.2021
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Prepared meals and snacks according to prescribed diets.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Helped client with medication self-administration.
Patient Access Service Representative
UCB-United collection Bureau
Maumee, Ohio
06.2018 - 10.2018
- Assisted patients with understanding their financial responsibilities prior to services being rendered.
- Answered incoming telephone calls promptly and courteously while providing accurate information regarding clinic services.
- Processed payments from various sources including cash, checks, credit cards, debit cards and electronic funds transfers.
- Responded promptly to customer inquiries related to account status or payment options via email or phone.
- Followed up with customers regarding unpaid balances in a professional manner.
- Maintained confidentiality of patient records in accordance with HIPAA regulations.
- Participated in monthly meetings to discuss changes in policies and procedures related to Patient Access Services.
STNA
St Clare Commons
Perrysburg, Ohio
08.2015 - 06.2016
- Demonstrated respect for patient rights and privacy while providing care services.
- Assisted with meal preparation and feeding of patients who required assistance.
- Provided basic patient care, including bathing, dressing and grooming.
- Assisted patients with mobility issues in transferring from bed to wheelchair or other assistive device.
- Monitored vital signs, such as pulse rate, respiration and temperature.
- Reported any changes in the patient's condition to the nurse on duty.
- Communicated effectively with patients, families and other healthcare professionals to ensure quality care was provided at all times.
- Answered call lights promptly and responded to requests for assistance from patients or family members.
- Provided emotional support and comfort to patients when needed.
- Participated in continuing education programs related to nursing assistant duties.
Education
Associate of Arts - Communication Studies
Owens Community College
Perrysburg, OH05-2017
Skills
- Customer Relationship Management
- Call Control
- Technical Support
- Sales closing
- Data Entry
- Payment Processing
- Customer Support
Timeline
Call Center Representative
Buckeye Broadband
08.2021 - 09.2024
Home Health Aide
Homecare By Blackstone
10.2018 - 01.2021
Patient Access Service Representative
UCB-United collection Bureau
06.2018 - 10.2018
STNA
St Clare Commons
08.2015 - 06.2016
Associate of Arts - Communication Studies
Owens Community College