Summary
Overview
Work History
Education
Skills
Timeline
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Jasmine Shelton

Vicksburg,MS

Summary

Dynamic Customer Support Specialist with proven success at Walmart, excelling in complaint handling and customer relationship management. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Adept at utilizing CRM software to streamline processes, resulting in improved service quality and repeat business. Committed to delivering exceptional service experiences.

Overview

11
11
years of professional experience

Work History

Customer Support Specialist

Walmart
08.2020 - 02.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

Health Insurance Advisor

Metlife
05.2015 - 09.2019
  • Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
  • Achieved consistent high levels of customer satisfaction through empathetic listening and problem-solving skills when addressing concerns or disputes.
  • Provided ongoing support to clients throughout their policy tenure, addressing any concerns or changes in coverage requirements promptly and professionally.
  • Increased overall efficiency by streamlining administrative processes related to filing claims paperwork and managing databases containing vital client information.
  • Exceeded company-set sales targets regularly through diligent follow-ups with prospects as well as upselling and cross-selling techniques to existing clients.
  • Resolved client inquiries efficiently through clear communication, resulting in improved customer relationships and trust.
  • Delivered informative presentations on various health insurance products, driving increased interest and sales among potential clients.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
  • Assisted clients in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
  • Analyzed customer needs to provide customized insurance solutions.
  • Educated clients on insurance policies and procedures.

Sales Representative

ADT Security
09.2012 - 07.2014
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Implemented CRM tools to track customer interactions and sales progress.
  • Provided feedback from customers to product development team, influencing future product enhancements.
  • Exceeded sales targets through effective planning and goal setting.
  • Conducted detailed market analysis to guide development of sales strategies.
  • Enhanced customer satisfaction by providing comprehensive product demonstrations.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
  • Streamlined sales process, reducing time from lead to close.
  • Built relationships with customers and community to promote long term business growth.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Met existing customers to review current services and expand sales opportunities.
  • Maintained current knowledge of evolving changes in marketplace.
  • Kept detailed records of daily activities through online customer database.
  • Recorded accurate and efficient records in customer database.

Education

College Coursework - Accounting And Finance

Hinds Community College
Raymond, MS
07.2015

High School Diploma - English Literature

South Delta High School
Rolling Fork, MS
05.2012

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Help desk support
  • Call center experience
  • Conflict resolution
  • Live chat support
  • Active listening
  • Sales support
  • Customer response
  • Appointment scheduling
  • Technical troubleshooting
  • Salesforce
  • Time management
  • Customer service excellence
  • Multitasking and organization
  • Empathy and patience
  • Adaptability and flexibility
  • Decision-making
  • Issue troubleshooting
  • Email communication
  • Attention to detail
  • Microsoft windows and office

Timeline

Customer Support Specialist

Walmart
08.2020 - 02.2024

Health Insurance Advisor

Metlife
05.2015 - 09.2019

Sales Representative

ADT Security
09.2012 - 07.2014

College Coursework - Accounting And Finance

Hinds Community College

High School Diploma - English Literature

South Delta High School

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Jasmine Shelton