JASMINE WYRICK
Las Vegas,NV
Summary
Personable customer service professional offering over 5 years of experience resolving account and service concerns for the military, major financial institutions, casino sportsbook, loan processing, wireless consumers, and solar energy customers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
DraftKings
10.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Loan Processor
Enova International
08.2022 - 01.2023
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Processed loans within various departments to achieve timely, accurate and fair proceedings.
Supervisor
24/7 Intouch
02.2022 - 08.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
Customer Support Agent
Wynn Sports Interactive
08.2021 - 05.2022
- Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy
- Provide troubleshooting for game errors and app platform for sports betting
- Answer questions about promotions, pending bets and courtesy credit via chat, email, and phone
- Submit host requests on behalf of casino patrons.
Customer Service Specialist
Alorica
06.2021 - 08.2021
- Performing video calls for ID.me to individuals who need to be verified for IRS, social security benefits, and state unemployment benefits for various states
- Approving or denying video calls and or documents
Intake Specialist
Matrix Absence Management
12.2020 - 05.2021
- Receiving incoming calls from employees of major employers regarding filing claims for LOA, worker's compensation, Short term and long term disability via phone
- Answering questions about required information to file claim and the claims process
- Transferring claimants over to claims examiner if needed
- Faxing documents over to physicians for claims
Special Operations Coordinator
West Valley Staffing Group
07.2020 - 01.2021
- Reviewing and generating solar energy contracts for customers on behalf of Tesla Motors
- Generating documents for home improvements and new installations for solar roof customers
- Performing utility bill audits and sending out proper documentation for customers to sign via AdobeSign and FedEx
Senior Client Service Representative
Adecco Staffing
05.2020 - 07.2020
- Handling intake for Bank of America customers via phone filing fraud claims and billing disputes
- Answering questions in regards to checking/savings account in regards to pending deposits, deposit holds and transactions
- Updating account information if needed such as address, phone number , or email after successful verification of contact
Member Service Rep/ Supervisor
Sutherland Global Services
03.2017 - 03.2020
- Supervised 8-15 agents; coached on KPI’s and provided development strategies for each agent; monitored adherence and all KPI’s; Provided ideas to leadership to help develop agents and improve KPI’s
- Recommend specific services and products in alignment with individual needs, requirements, and specifications via chat for military USAA members and their families
- Answered questions about billing and coverages via chat and phone
- Generated new auto policies, quote auto and homeowner's policies via chat
- Create payment arrangements if needed and processed payments via chat and phone
- Mentored and motivated employees in terms of service quality, knowledge, and performance
Education
High School Diploma -
William A Wirt High School
Gary, IN06.2008
Skills
- Efficient and Detail-Oriented
- Data Entry
- Inbound and Outbound Calling
- Problem Solving
- Technical Support
- Team Player
- Microsoft Office
- Decision Making
- Chat, Email, Phone Experience
- Loan Evaluations
- Key Performance Indicators (KPIs)
- Quality Control
Certification
Guard Card
Timeline
Customer Support Specialist
DraftKings
10.2022 - Current
Loan Processor
Enova International
08.2022 - 01.2023
Supervisor
24/7 Intouch
02.2022 - 08.2022
Customer Support Agent
Wynn Sports Interactive
08.2021 - 05.2022
Customer Service Specialist
Alorica
06.2021 - 08.2021
Intake Specialist
Matrix Absence Management
12.2020 - 05.2021
Special Operations Coordinator
West Valley Staffing Group
07.2020 - 01.2021
Senior Client Service Representative
Adecco Staffing
05.2020 - 07.2020
Member Service Rep/ Supervisor
Sutherland Global Services
03.2017 - 03.2020
High School Diploma -
William A Wirt High School
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