Jasmine Taylor

• Analyzed customer feedback to identify areas for improvement in service delivery.
• Conducted regular training sessions on best practices in customer service for fellow team members, enhancing overall team performance levels.
• Enhanced customer satisfaction by promptly addressing and resolving complex issues.
• Implemented effective communication strategies for improved customer interactions and rapport building.
• Managed high call volume while maintaining exceptional service quality and professionalism.
• Assisted in the development of new customer service policies and procedures, resulting in increased efficiency.
• Streamlined processes for quicker issue resolution, boosting overall customer experience.
• Utilized CRM software to manage customer accounts, track interactions, and monitor progress toward resolution goals.
• Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
• Provided personalized support to customers, ensuring their needs were thoroughly addressed.
• Developed a comprehensive understanding of company products and services to better assist customers with inquiries.

• 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.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• 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.