Jasmine Smith
Atlanta,GA
Summary
Accomplished in enhancing customer experiences and exceeding service expectations, I leveraged my proficiency in CRM software and exceptional problem-solving abilities. My dedication to building strong customer relationships and my adeptness in account management significantly boosted client satisfaction, positioning me as a pivotal asset in customer service and administrative roles.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Agent
Tru Green
Remote
03.2021 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
Account Representative
Chime
Morrow, GA
08.2018 - 03.2021
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Kept detailed records of customer interactions for optimal traceability.
- Implemented customized account plans to meet individual client needs.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Analyzed accounts for delinquencies and other ongoing issues.
- Consistently exceeded quota expectations leading the way among fellow representatives.
- Retained high-value clients by providing exceptional support and personalized service.
- Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.
- Boosted client satisfaction by maintaining excellent communication and promptly addressing concerns.
- Interpreted financial data to identify trends and opportunities.
- Streamlined account management processes to improve efficiency and reduce errors.
- Negotiated contracts and agreements with clients to achieve favorable terms.
- Analyzed sales data to identify trends and areas for improvement in account management strategies.
Customer Service Representative
Sequium Assets And Solutions
Marietta, GA
01.2014 - 08.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Medical Administrative Assistant
One Stop Medical Clinic
Atlanta, GA
07.2011 - 01.2014
- Organized paperwork such as charts and reports for office and patient needs.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Generated reports and logged patient information for reliable records.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Greeted patients and provided required paperwork to facilitate services.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Used Software to schedule appointments for doctor visits and procedures.
- Provided prompt, polite and professional in-person and telephone customer service.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
Education
Diploma - Mathematics, Science, Social Studies, Language Art
Chapel Hill High School
Douglasville, GA05.2010
Skills
- Customer Focus
- Call center experience
- Building rapport
- Live chat support
- CRM Software
- Assertiveness
- Typing Speed
- Critical Thinking
- Dispute Resolution
- Customer Service
- Problem-solving abilities
- Data Entry
- Microsoft Outlook
- Microsoft Excel
- Document Control
- Customer Relations
- Office equipment proficiency
- Microsoft PowerPoint
- Scheduling
- Data Collection
- Product Knowledge
- Quality Assurance Controls
- Account Management
- Customer Relationship Management (CRM)
- Computer Proficiency
- Filing
- Microsoft Office Suite
- Paperwork Processing
- Follow-up skills
- Appointment Scheduling
- Medical terminology knowledge
- Software CRM system proficiency
- Administrative Support
- POS systems expert
Timeline
Customer Service Representative Agent
Tru Green
03.2021 - Current
Account Representative
Chime
08.2018 - 03.2021
Customer Service Representative
Sequium Assets And Solutions
01.2014 - 08.2018
Medical Administrative Assistant
One Stop Medical Clinic
07.2011 - 01.2014
Diploma - Mathematics, Science, Social Studies, Language Art
Chapel Hill High School