Jasmine Robinson
Fort Washington,MD
Summary
Seasoned professional with 11 years of diverse experience, including direct customer support at Sitel, adept at managing inbound and outbound calls and exceeding service requirements. Proven ability to deliver efficient and accurate service, as demonstrated in current role at ID.me. Actively seeking a Customer Support position to leverage expertise in client relations, problem-solving, and process improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Group Verifications Associate
ID.me
02.2021 - Current
- Deliver prompt and accurate customer service through email and video chat, ensuring adherence to identity verification protocols
- Resolve customer verification issues by collaborating with clients, offering effective troubleshooting solutions
- Contribute to the maintenance and enhancement of documentation and procedural playbooks
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Analyzed customer data to identify trends and anticipate customer needs.
- Improved reporting accuracy, implementing new data management system.
- Facilitated training sessions for new employees, ensuring smooth onboarding process.
- Managed a high-volume caseload while maintaining strict attention to detail and timeliness in completing tasks.
- Conducted comprehensive background checks for clients, ensuring their workforce met required standards for safety and reliability.
- Collaborated with cross-functional teams to develop more effective verification procedures.
- Played a key role in maintaining positive client relationships by delivering accurate verifications within agreed-upon timeframes.
- Maintained detailed records of all verifications performed, ensuring proper documentation was readily available upon request or audit review.
- Worked closely with HR departments to verify applicant information promptly and accurately.
- Handled sensitive personal data with discretion, adhering strictly to privacy regulations mandated by law.
- Assisted in training new hires on company policies, procedures, and best practices in the verification process.
- Kept up-to-date with industry trends and advancements to improve overall team performance.
- Participated actively in team meetings and provided valuable input for process improvements, helping to foster a culture of continuous learning and growth within the department.
- Reduced verification errors by conducting thorough reviews and providing constructive feedback to colleagues.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
PSE Clerk
United States Postal Service
03.2019 - Current
- Efficiently prepare and organize mail for loading, ensuring parcels are arranged in sequence for delivery routes
- Operate and maintain various mail processing equipment, including optical character readers, to sort and route mail
- Provide customer assistance, address inquiries, and resolve issues with damaged or incorrectly addressed packages
- Accurately weigh parcels and calculate postage costs, utilizing forklifts and trolleys to handle large mail items
- Facilitated timely delivery of packages by ensuring proper labeling and placement within designated sorting bins according to postal codes.
- Loaded and unloaded shipping containers and vehicles.
- Assisted customers with special services requests such as certified mail or insurance claims, fostering trust in the USPS brand.
- Increased efficiency in mail handling by training new staff on USPS procedures and guidelines.
- Enhanced customer satisfaction by efficiently sorting, routing, and distributing mail to appropriate destinations.
- Upheld a professional demeanor when interacting with customers, coworkers, and supervisors to maintain a positive work environment.
- Contributed to loss prevention efforts by adhering strictly to security policies regarding sensitive materials or restricted items in the mail stream.
- Stayed current on USPS regulations and updates through regular attendance at training sessions or team meetings, applying new knowledge to daily tasks for continuous improvement in service quality.
- Provided exceptional customer service while addressing inquiries about postage rates, mailing regulations, and other postal matters.
- Performed data entry tasks with high accuracy levels to ensure proper documentation of all incoming/outgoing parcels within the system.
- Safeguarded USPS property from theft or damage by vigilantly monitoring facility after hours as required during assigned shifts.
- Accelerated processing times with effective use of automated equipment for mail sorting and distribution.
- Supported financial goals through precise cash handling practices during transactions involving stamps, money orders, or other postal fees.
- Streamlined workflow by keeping a clean work environment free from hazards and following safety protocols at all times.
- Demonstrated adaptability when rotating between various tasks such as window clerk duties, bulk mail processing, or collection route coverage as needed.
- Boosted revenue by upselling additional postal products and services when appropriate during customer interactions.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Upsold postal services like insurance and tracking.
- Provided service and sales to walk-in customers.
- Utilized customer service skills to provide exceptional service for repeat clientele.
- Used computer systems to track packages and update client information.
Cashier/ Team Lead
Brock and Company
10.2016 - 06.2017
- Provided comprehensive customer support and performed accurate cash handling to maintain financial integrity
- Managed inventory levels and coordinated shipment processes to ensure availability of stock for daily operations
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Trained team members on cash register operation and cash handling.
- Restocked and organized merchandise in front lanes.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
Sales Representative
HCR Home Care
01.2016 - 08.2016
- Managed a diverse portfolio of estimates and commissions, ensuring consistent achievement of set financial targets through meticulous tracking and maintenance
- Delivered expert advice to customers on a range of renovation projects, including tile, roofing, and solar panel installations, tailoring solutions to meet individual client needs
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Bus Aide
AA Affordable Transportation
04.2015 - 05.2016
- Monitored and documented the safe transportation of students with special needs, ensuring accurate record-keeping of names, addresses, and drop-off schedules
- Supported the maintenance of a clean and hygienic environment on the bus by assisting with daily sanitation efforts
- Helped students with physical and mental disabilities to board, disembark and ride bus.
- Supervised students and maintained discipline on bus to reduce driver distraction.
- Liaised with bus driver to conduct emergency evacuation drills.
- Informed parents of student behavioral changes to formulate guidelines and solutions.
- Communicated with bus driver to meet students' medical, physical and behavioral needs during transport.
- Lifted and moved students to optimize comfort.
- Assisted special needs students with self-care to maintain proper hygiene while in transit.
- Documented disciplinary and behavioral incidents in tailored reports.
- Placed special needs students in designated seats and fastened and secured seat belts before departure to reduce risk of injury.
- Responded to emergency situations with speed and full knowledge of first aid, CPR and bus policies.
- Partnered with bus driver to load and unload special needs students and equipment for safe departure and arrival.
- Informed substitute and newly assigned drivers of routes and directions to maintain timely schedule.
- Participated in ongoing professional development trainings to stay current on industry best practices for student transportation services.
- Ensured accurate record-keeping of student attendance, notifying school administrators of absences as needed.
- Assisted with safe and efficient boarding of all bus passengers.
- Demonstrated excellent conflict resolution skills by mediating disputes between students while maintaining a calm demeanor under pressure.
- Improved on-time arrival rates through efficient pre-trip bus inspections and timely boarding assistance.
- Enforced State safety guidelines for passenger transportation to keep children safe and driver free of distraction.
- Kept close eye on passenger behavior and watched for injuries, illnesses, and disputes.
Line Worker
Man Power
01.2014 - 03.2015
- Streamlined the assembly process for package distribution, ensuring timely and accurate handling of inventory
- Collaborated effectively in team environments to optimize packaging workflows and maintain stock levels
- Collaborated with team members to meet daily quotas and improve overall productivity on the line.
- Participated in training sessions to enhance skills and knowledge.
- Mastered various roles within the assembly line, showcasing versatility and adaptability that contributed to increased operational efficiency.
- Adapted quickly to changing production schedules, effectively managing workload to meet deadlines consistently.
- Used equipment properly to avoid workplace hazards or injuries.
- Enhanced workplace safety by strictly following safety protocols and participating in relevant training programs.
- Ensured consistent product quality through rigorous quality control checks and adherence to company standards.
- Demonstrated flexibility in adjusting work hours or tasks according to fluctuating production needs or emergencies.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Adapted to diverse weather conditions to ensure uninterrupted service delivery.
Lead Chef
Robinsons Catering
12.2010 - 08.2013
- Managed comprehensive meal preparation, ensuring high standards of taste and quality while adhering to strict kitchen sanitation guidelines
- Developed pricing strategies for menus and oversaw supply procurement, effectively maintaining accurate inventory and account records
- Increased customer satisfaction by consistently delivering high-quality dishes in a timely manner.
- Obtained fresh, local ingredients to lower grocery costs.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
Customer Service Representative/ Call Center Agent
Sitel
10.2010 - 03.2012
- Delivered high-quality customer support by efficiently managing both inbound and outbound calls
- Achieved and surpassed weekly and monthly performance goals, consistently exceeding customer service survey expectations
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
Education
Associate - Multimedia
Delaware Technical Community College
Dover, DE08.2015
Skills
- Customer Service
- Organizational Skills
- Communications
- Call Center
- Computer Skills
- Microsoft Office
- Microsoft Word
- Microsoft PowerPoint
- Typing
- Menu Planning
- Catering
- Live Chat
- Assembly
- Food Preparation
- Attention to Detail
- Customer interaction
- Cash Handling
- Workplace Safety
- Customer Engagement
- Decision-Making
- Oral communication
- New Hire Training
- Data Entry
- Order Fulfillment
- Customer Assistance
- Honest and Dependable
- Reliable and Responsible
- Organization
- Inventory and Stocking
- Cash Register Operation
- Basic Mathematics
- Computer Proficiency and Microsoft Office
- Product Knowledge
- Store Opening and Closing
- Customer Needs Assessment
- Cash Drawer Management
Certification
Driver's License
Timeline
Group Verifications Associate
ID.me
02.2021 - Current
PSE Clerk
United States Postal Service
03.2019 - Current
Cashier/ Team Lead
Brock and Company
10.2016 - 06.2017
Sales Representative
HCR Home Care
01.2016 - 08.2016
Bus Aide
AA Affordable Transportation
04.2015 - 05.2016
Line Worker
Man Power
01.2014 - 03.2015
Lead Chef
Robinsons Catering
12.2010 - 08.2013
Customer Service Representative/ Call Center Agent
Sitel
10.2010 - 03.2012
Associate - Multimedia
Delaware Technical Community College