Summary
Overview
Work History
Education
Skills
Timeline
Jasmine Hurst

Jasmine Hurst

Montgomery,Alabama

Summary

Highly motivated and results-driven professional with a strong background in customer service and team management. Demonstrated success in providing exceptional customer support and resolving inquiries and issues in a timely and efficient manner. Skilled in building and leading high-performing teams, implementing training programs, and improving customer satisfaction. Excellent communication and interpersonal skills with a proven ability to work collaboratively with cross-functional teams. Proactive and customer-oriented, with a track record of delivering exceptional service and exceeding customer expectations. Strong problem-solving and decision-making abilities, with a keen attention to detail. Adaptable and flexible in fast-paced environments, with a commitment to continuous improvement. Seeking a challenging position where I can utilize my skills and experience to contribute to the success of your company.

Overview

7
7
years of professional experience

Work History

Customer Support Team Manager

Alorica
05.2021 - Current
  • Oversee and manage a team of customer support representatives, ensuring high-quality service delivery.
  • Develop and implement training programs to enhance the skills of the customer support team.
  • Monitor customer interactions and provide guidance to team members to ensure customer satisfaction.
  • Handle escalated customer inquiries or complaints, resolving issues in a timely and professional manner.
  • Collaborate with other departments to improve processes and enhance the overall customer experience.
  • Conduct performance evaluations and provide feedback to team members, identifying areas for improvement.
  • Maintain up-to-date knowledge of company products, services, and policies to effectively address customer inquiries and concerns.
  • Track and analyze customer support metrics to identify trends and implement strategies for improvement.
  • Managed and developed 20 agents on my Team.

Customer Service Representative

Alorica
04.2018 - 05.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Sales Floor Associate

Ross Dress For Less
10.2017 - 04.2018
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.

Customer Service Representative

DXC Technology
10.2016 - 11.2017
  • Assisted customers with technical support inquiries, troubleshooting software and hardware issues.
  • Resolved customer issues via phone, email, and remote desktop support.
  • Documented customer interactions and solutions accurately in the ticketing system.
  • Collaborated with technical teams to escalate and resolve complex customer issues.

Customer Service Representative

Hire Dynamics
10.2016 - 11.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

High School Diploma -

Jefferson Davis High School, Montgomery, AL
05.2015

Skills

  • Excellent communication skills, both verbal and written
  • Problem-solving and critical thinking abilities
  • Ability to remain calm and composed in high-pressure situations
  • Proficient in customer relationship management (CRM) software
  • Strong organizational and time management skills
  • Attention to detail and accuracy in handling customer inquiries and resolving issues
  • Leadership and team management abilities
  • Adaptability and flexibility to work in a fast-paced and dynamic environment
  • Ability to handle multiple tasks and prioritize effectively
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Knowledge of sales techniques and customer service best practices
  • Conflict resolution and negotiation skills
  • Ability to learn new technologies and systems quickly
  • Strong problem-solving and analytical skills

Timeline

Customer Support Team Manager - Alorica
05.2021 - Current
Customer Service Representative - Alorica
04.2018 - 05.2021
Sales Floor Associate - Ross Dress For Less
10.2017 - 04.2018
Customer Service Representative - DXC Technology
10.2016 - 11.2017
Customer Service Representative - Hire Dynamics
10.2016 - 11.2017
Jefferson Davis High School - High School Diploma,

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Jasmine Hurst