Jasmine Stratton
Monroe,GA
Summary
Dedicated Customer Experience Manager with successful track record in enhancing client interactions and satisfaction in remote settings. Expertise in developing effective strategies that drive customer loyalty and retention. Recognized for quick adaptability and proactive approach to solving challenges.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager (remote)
Mspark
07.2023 - 04.2025
- Managed the full lifecycle and fulfillment operations for national clients, ensuring smooth coordination from intake through delivery, contributing to $10M in annual revenue.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled complex processes for client advertising, such as data entry, reporting, tracking copy, and client communications.
- Provided proactive customer engagement via email and phone, with order updates, troubleshooting issues, and guaranteeing client satisfaction.
- Conducted error checking, boosting profitability.
- Coordinated multi-departmental efforts in sales, graphics, marketing, product development, and IT to optimize customer service.
- Cultivated extensive product knowledge to deliver tailored recommendations based on individual client needs and optimize processes
- Created detailed, targeted Excel reports.
- Developed processes and system changes for new product launches.
- Addressed support tickets and conveyed details to clients.
- Conducted QA/UAT testing for system updates, logging user feedback and issues to improve customer experience in an agile setting.
Personal Assistant
Private Contract
02.2023 - 06.2023
- Organized personal and professional calendars with reminders for upcoming meetings and events.
- Managed household inventory and maintenance schedules.
- Organized work projects around the client's house.
- Ran errands to help with daily tasks, enabling employer to focus on more pressing duties.
Digital Marketplace Representative (remote)
Auction Edge
12.2020 - 01.2023
- Enhanced online vehicle sales, boosting growth by 27% within the first year.
- Generated monthly customer fee revenue totaling $150,000 at auctions.
- Advised auto dealers on account-related issues and provided solutions.
- Compiled detailed statistics regarding Dealer and Sales Facilitation in designated spreadsheets.
- Delivered superior customer service to clients to foster lasting rapport and secure new relationships.
- Facilitated successful completion of customer sales transactions.
- Facilitated weekly meetings with the team to uncover sales opportunities and execute new solutions.
- Aligned with cross-functional groups to maintain excellence.
- Cultivated strong professional relationships with auctions and key clients to drive long-term business development.
- Created content, updated, and monitored social media to promote the brand on public pages and closed groups.
- Coordinated and optimized customer schedules with employee availability and maximum load levels.
Service Logistics Coordinator
Safely Home
03.2020 - 12.2020
- Scheduled 600-900 hours for caregivers weekly.
- Managed paperwork and necessary information required for client and caregiver documentation.
- Evaluated problematic conditions to resolve issues and optimize service.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office inventory and placed new supply orders.
- Conducted new hire interviews and company orientations to provide information and establish performance requirements and schedule.
- Trained and mentored caregivers in company policies, daily task execution and industry best practices.
- Provided leadership, insight and mentoring to caregivers to supply knowledge of various company programs.
Residence Assistant
Pensacola Christian College
08.2018 - 05.2020
- Established professional rapport with hall residents, building lasting relationships with people of various ages, and from different cultures.
- Advised and referred students to appropriate resources in personal, social, and academic matters.
- Instructed students on evacuation procedures for crisis readiness.
- Led weekly meetings to address resident concerns and educate them on changes to policies and procedures.
- Responded to crisis situations quickly to maintain calm, and immediately determined the level of assistance needed.
Office Assistant (remote)
Weaver Stone Company
05.2018 - 08.2019
- Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve overall organizational workflow and systems.
- Provided comprehensive clerical support to team members by managing correspondence and maintaining organized records.
- Maintained business records by updating customer information.
- Greeted visitors/callers to handle questions or direct to appropriate staff.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Proofread correspondence and reports for error-free documentation.
- Communicated with customers, employees and vendors to answer questions and address complaints.
Education
Bachelor of Science - Business, Office Administration, Marketing Minor
Pensacola Christian College
Skills
- Interdepartmental Collaboration
- Verbal and Written Communication
- Customer Service
- Problem Solving
- Relationship Building
- Recruiting & Onboarding
- Detail-Oriented
- Time Management
- IBM iSeries
- GSuite
- WinOS
- Helpdesk Ticketing Systems
- Screen Capture Tools
- Remote PC Access Tools/VPN
- Zoom, Slack, and Teams
- Auto Auction, Simulcast, and Maestro Software/CRM Ticketing Systems (Freshdesk)
- Multiple Browsers
- Social Media
- Proficient in VLOOKUP
- Accurate Data Entry
- Strategic Issue Resolution
- Data Analysis using Excel/Targeted Report Generation
Timeline
Customer Experience Manager (remote)
Mspark
07.2023 - 04.2025
Personal Assistant
Private Contract
02.2023 - 06.2023
Digital Marketplace Representative (remote)
Auction Edge
12.2020 - 01.2023
Service Logistics Coordinator
Safely Home
03.2020 - 12.2020
Residence Assistant
Pensacola Christian College
08.2018 - 05.2020
Office Assistant (remote)
Weaver Stone Company
05.2018 - 08.2019
Bachelor of Science - Business, Office Administration, Marketing Minor
Pensacola Christian College
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