Experienced Customer Service Professional with over 10 years of success resolving high-volume inquiries in call centers, healthcare programs, and remote support environments. Skilled in CRM platforms including Zendesk, Salesforce, and Oracle Service Cloud, with proven ability to increase customer satisfaction, retention, and first-contact resolution. Background includes work with the Affordable Care Act (ACA), Veterans Choice Program, and Home Health Services for seniors. Known for empathy, multitasking, and problem-solving in both remote and hybrid environments. Committed to delivering high-quality support, meeting KPIs, and ensuring compliance with HIPAA and organizational standards.
Hi, I’m
JASMINE TAYLOR
Customer Experience Specialist
HOUSTON,TX
Summary
Overview
10
years of professional experience
1
Certification
Work History
Metropolitan Transit Authority of Harris County
Customer Service Resolution Specialist
09.2023 - 08.2024
Job overview
- Handled escalated customer concerns, achieving a 95% customer satisfaction resolution rate.
- Collaborated with cross-functional teams to resolve service disruptions and improve customer experience.
- Identified recurring customer pain points, contributing to process optimization and service delivery improvements.
- Utilized CRM systems (Zendesk, Salesforce CRM, Oracle Service Cloud) to document cases and track resolutions in a remote environment.
- Ensured compliance with organizational and data security protocols while maintaining high service quality.
- Hybrid/Remote
- Resolved complex customer inquiries by utilizing problem-solving skills, enhancing service quality and client satisfaction.
- Implemented efficient resolution strategies for service-related issues, significantly reducing response times and improving workflow.
- Trained and mentored junior staff on best practices in customer service, fostering a culture of excellence and teamwork.
- Analyzed customer feedback to identify trends, informing system improvements and optimizing service delivery processes.
Metropolitan Transit Authority of Harris County
Customer Service Representative III
01.2018 - 09.2023
Job overview
- - Assisted customers with transit schedules, billing, and policy inquiries via phone, email, and live chat (3 years).
- - Delivered accurate information with a focus on first-contact resolution, call efficiency, and SLA adherence.
- - Consistently achieved a 98% customer satisfaction score, demonstrating strong communication, empathy, and problem-solving skills.
- - Recognized for top-tier call quality, documentation accuracy, and customer loyalty contributions.
- Remote / Hybrid
- Provided exceptional customer service by addressing inquiries and resolving issues effectively, enhancing customer satisfaction and loyalty.
- Trained and mentored new representatives on policies and procedures, promoting a knowledgeable and efficient service team.
- Handled complex customer complaints with empathy and professionalism, improving resolution rates and fostering trust.
- Utilized CRM software to track customer interactions, streamlining communication and ensuring timely follow-up on inquiries.
Sutherland Global Services
Customer Care & Technical Support Representative
10.2014 - 01.2018
Job overview
- - Delivered front-line technical and billing support via phone and chat, resolving up to 100 daily inquiries.
- - Assisted customers with account access, connectivity issues, and software troubleshooting.
- - Supported billing adjustments, payment processing, and dispute resolution.
- - Utilized CRM systems (Oracle Service Cloud, Salesforce, Zendesk) for case documentation and escalation tracking.
- - Improved efficiency and accuracy by streamlining workflows and adopting proactive communication techniques.
Education
New Beginnings Christian AcademyHouston, TX
High School Diploma
01.2009
University Overview
Skills
Customer Service
Certification
Introduction to AI for Information Consumption — CrowdGen, June 2025
ADDITIONAL RELEVANT EXPERIENCE
ADDITIONAL RELEVANT EXPERIENCE
- Supported members in the Affordable Care Act (ACA) and Veterans Care Programs, assisting with eligibility verification, benefits inquiries, and case resolution.
- Provided compassionate home health coordination for senior clients, ensuring timely communication with caregivers and service providers.
- Developed foundational knowledge of HIPAA compliance, claims processing, and healthcare customer service standards.
Timeline
Customer Service Resolution Specialist
Metropolitan Transit Authority of Harris County
09.2023 - 08.2024
Customer Service Representative III
Metropolitan Transit Authority of Harris County
01.2018 - 09.2023
Customer Care & Technical Support Representative
Sutherland Global Services
10.2014 - 01.2018
New Beginnings Christian Academy
High School Diploma