Jasmine Shelton
Richmond,VA
Summary
Polite and professional applicant successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal relationships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Service Representative
Internal Revenue Service
01.2015 - Current
- Performed duties required through researching accounts and service systems to answer customers' inquiries
- Navigated multiple software systems efficiently while providing accurate assistance to callers.
- Address issues customer call in regards and assist them in correct methods used to solve issues.
- Assisted colleagues with challenging situations as needed, sharing expertise and promoting teamwork within the contact center environment.
- Adhered to company policies and procedures when assisting customers with sensitive information or complex issues.
- Maintained a professional demeanor under pressure while delivering excellent customer experiences.
- Contributed to the development of training materials for new hires, ensuring a smooth onboarding process.
- Consistently maintained high levels of confidentiality when dealing with sensitive customer data.
- Participated in ongoing professional development opportunities to continuously improve skills and knowledge in the field of customer service.
- Collaborated with team members to achieve high performance metrics and exceed company goals.
- Utilized strong communication skills to clearly convey information to customers, minimizing misunderstandings and ensuring issue resolution.
Office Assistant
Henrico County Recreation & Parks
01.2012 - Current
- Performs a wide variety of responsible office and clerical duties in recreation centers.
- Explain and enforce rules for recreation center programs and facility rental use.
- Uses recreation software to take class, program, room, and shelter reservations; check rental applications and contracts for accuracy, receive payments for same.
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Supported executive staff with well-prepared reports.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
Workstudy/Faculty Office Assistant
Virginia Union University, Department of Languages and Literature
01.2013 - 01.2015
- Completed clerical tasks such as filing, copying, and distributing student work.
- Delivered clerical support by handling range of routine and special requirements.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported classroom activities, tutoring, and reviewing work.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
Education
Master of Arts - Creative Writing
Full Sail University
Winter Park, FL05.2018
Bachelor of Arts - English Language And Literature
Virginia Union University
Richmond, VA05.2015
No Degree - Early Childhood Education
Highland Springs Technical Center
Highland Springs, VA06.2011
Skills
- Microsoft Office
- Google Docs
- Time Management
- Excellent Communication
- Technical Proficiency
- Customer Service
- Computer Literacy
- Data Entry
- Account Updating
- Telephone Etiquette
- Call Center Experience
- Multitasking
Certification
- First Aid CPR
- Event & Hospitality Management
Languages
English
Volunteer Experience
Higher Achievement, 2012-2014, Mentor
Tutoring students from grades 5 to 8 in English, Journalism, and Reading.
Timeline
Contact Service Representative
Internal Revenue Service
01.2015 - Current
Workstudy/Faculty Office Assistant
Virginia Union University, Department of Languages and Literature
01.2013 - 01.2015
Office Assistant
Henrico County Recreation & Parks
01.2012 - Current
Master of Arts - Creative Writing
Full Sail University
Bachelor of Arts - English Language And Literature
Virginia Union University
No Degree - Early Childhood Education
Highland Springs Technical Center
Similar Profiles
Debbie BalsitisDebbie Balsitis
Case Advocate at Internal Revenue Service-Taxpayer Advocate ServiceCase Advocate at Internal Revenue Service-Taxpayer Advocate Service
Sharonda PerrySharonda Perry
Contact Representative at Internal Revenue ServiceContact Representative at Internal Revenue Service
Tatiana WilliamsTatiana Williams
Small Business/ Self-Employed Collection at Internal Revenue Service, IRSSmall Business/ Self-Employed Collection at Internal Revenue Service, IRS
Towanda GlennTowanda Glenn
Contact Representative at Internal Revenue ServiceContact Representative at Internal Revenue Service
Kelly SheetsKelly Sheets
Certified Medical Assistant at Bon Secours Iron Bridge Family PracticeCertified Medical Assistant at Bon Secours Iron Bridge Family Practice