Jasmine Taylor

• Analyzed customer feedback to identify areas for improvement in service delivery.
• Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
• Managed high call volume while maintaining exceptional service quality and professionalism.
• Assisted management with the implementation of new initiatives aimed at improving overall departmental performance.
• Developed a comprehensive understanding of company products and services to better assist customers with inquiries.
• Fostered a culture of continuous improvement within the team by proactively identifying potential process improvements.

• Provides accurate trip planning information
• Relays accurate information to customer regarding time schedules, bus stop locations, fares, detours, special events, changes/improvements in service and other relevant information regarding various METRO programs.
• Processes and fulfills customer requests for schedules, system maps, faxes and other METRO information.
• Assists public via information phone lines
• Answers customer inquiries regarding lost articles.
• Assists customers via telephone and face to face and Text Messaging
• providing excellent customer service using standard scripts and procedures.
• Understands Q Card system and can explain card's functions, providing detailed customer transactions and guidelines.
• Contributes back up support to Administrative Reception area as required.
• Answers METRO customer calls and routes to appropriate department as requested by customer in efficient, timely, and professional manner.
• Adheres to all policies, procedures and provisions of department and department.
• Responds to incoming e-mails (both internal and external) in timely and professional manner.
• Perform other duties as assigned.

• Answer customer requests concerning services and products and reports problem areas.
• Utilize various systems and tools to initiate to assist and service customers.
• Continually maintain working knowledge of all company products, services and promotions.
• Make recommendations according to customer's needs.
• Utilize operational systems to process purchases of all products and services.
• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.
• Perform other related duties and responsibilities as assigned and/or required.
• Solid problem-solving skills for purpose of determining and solving customer billing issues
• Strong verbal skills and phone skills for purpose of gathering data for problem-solving and for communicating results to customers.

• Completing incomplete authorizations, reviewing medical documentation to satisfy invoicing requirements and obtaining missing medical documentation.

• Processes healthcare authorizations approved by VA, places outbound calls and receives calls to schedule Veterans appointments.

• Contacts providers to obtain missing medical documentation to assure compliance with timelines.

• Directly interacts with variety of customers daily.

• Provides back-up by phone to facilitate patient transfers as requested by VA.

• Works in a detailed, multi-tasked and fast-paced production environment.

• Assisted customers with a warm and professional attitude

• Handled emails, inbound calls, and outbound calls

• Performed data entry for customer information