Jasmine Whitsett
Colonia,NJ
Summary
A skilled customer service professional with over 10 years in management positions, seeking a remote customer service role. Proven track record of delivering exceptional customer service, managing teams, and achieving sales targets.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Representative
Victoria's Secret
01.2018 - Current
- Resolved customer concerns and maintained a positive attitude working well under pressure.
- Handled incoming and outgoing customer calls and written correspondence.
- Interviewed job candidates and made staffing decisions.
- Increased customer satisfaction by 25%.
Customer Service Representative
Wayfair.com
07.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- 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.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Wayfair
07.2023 - 09.2024
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Remote Management Coordinator
Hilton Honors
01.2015 - 01.2017
- Managed complaints, provide proper solutions and options; follow up to secure resolution.
- Handled high amounts of incoming calls and evaluated customers' needs to deliver satisfaction.
- Scheduled and led weekly meetings for all employees.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Coordinated operations of company including inventory, gross operations and profits.
Direct Support Professional
Amazon
01.2010 - 01.2014
- Managed staff of 20 associates, 4 team leaders and 1 assistant manager.
- Provided excellent phone skills: clear, articulate communication to accurately describe our services to customers and collect information.
- Managed employees in a fast-paced environment; the flexibility to handle multiple priorities while maintaining a high level of professionalism.
- Collaborated with team members as appropriate to proactively address service issues and concerns.
Education
High School - undefined
Phlebotomy - Phlebotomy Tech
Param Institute of Education
Iselin, NJSkills
- Excellent communication skills, written and verbal
- Proficient in CRM systems and Microsoft Word
- Excellent attention to detail and accuracy in data entry and record keeping
- Flexible to change and procedures
- Ability to thrive in a fast-paced environment
- Ability to multi-task and manage time effectively
- Organized and detail oriented
- Proficient in Medical Terminology
- Project management
- Typing speed of 80 wpm
- Order of draw
- Venipuncture technique
- HIPAA compliance
- Patient communication
- Blood culture collection
- Specimen labeling
- Professionalism and ethics
- Capillary puncture
- Blood glucose testing
- Pediatric phlebotomy
- Geriatric phlebotomy
- Universal precautions
- Bloodborne pathogens
- Proper tourniquet application
- Blood specimen storage
- Anatomy and physiology
- Post-analytical errors
- Patient identification
- Needlestick safety
- Skin puncture technique
- Centrifugation process
- Difficult draws
- Sample handling
- Phlebotomy documentation
- Venipuncture
- Patient care
- Patient confidentiality
- Data entry
Timeline
Customer Service Representative
Wayfair.com
07.2023 - 09.2024
Customer Service Representative
Wayfair
07.2023 - 09.2024
Lead Customer Service Representative
Victoria's Secret
01.2018 - Current
Remote Management Coordinator
Hilton Honors
01.2015 - 01.2017
Direct Support Professional
Amazon
01.2010 - 01.2014
High School - undefined
Phlebotomy - Phlebotomy Tech
Param Institute of Education
Similar Profiles
Kayla ScanlonKayla Scanlon
Selling Associate at Victoria's Secret & Victoria's Secret PinkSelling Associate at Victoria's Secret & Victoria's Secret Pink
Michelle BecerraMichelle Becerra
Manager at Victoria's Secret & Victoria's Secret PinkManager at Victoria's Secret & Victoria's Secret Pink
Andrea GardnerAndrea Gardner
customer experience lead at Victoria's Secret & PINK by Victoria's Secretcustomer experience lead at Victoria's Secret & PINK by Victoria's Secret
Katherine OlsenKatherine Olsen
Store Manager at Victoria's Secret & PINKStore Manager at Victoria's Secret & PINK
Robert CahillRobert Cahill
Operating Engineer at Cushman Wakefield FiservOperating Engineer at Cushman Wakefield Fiserv