Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jasmine Risher

Jacksonville

Summary

I have 15 years’ experience providing customer support in a busy call center environment. My background includes enhancing the customer’s experience and improving retention through knowledge, patience, and understanding while maintaining a strong work ethic.

Overview

13
13
years of professional experience

Work History

Sales Associate

Rainbow Clothing Store
08.2024 - 02.2025
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.

Appointment Scheduler

Shands
01.2024 - 02.2025
  • Provide excellent customer service to patients, staff and community health care providers, while handling high volume incoming phone interchange on an automatic call distribution system.
  • Responsible for maintaining up to date reference materials.
  • Performs all patient access center CSR duties.
  • With guidelines from supervisor/manager/administrator, provides guidelines and mentoring to new and existing team members in the patient access center.
  • With guidance from immediate supervisor/manager/administrator, assists with disseminating and assuring understanding of updated information regarding triage protocols and patient access center.
  • With guidance from immediate supervisor/manager/administrator, acts as subject matter expert in systems and administrative protocols of primary care, specialty and ancillary service lines.

TD Bank
08.2022 - 12.2023
  • Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
  • Takes ownership of customer concerns and resolves Customer issues at first point of contact
  • Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
  • Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
  • Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
  • Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card and/or digital banking products and services
  • Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
  • Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse and inclusive work environment

Sofi Bank
08.2019 - 07.2022
  • Builds and maintains thriving relationships between partners and vendors, cultivating a culture of collaboration, transparency, and mutual success
  • Respond to customer inbound inquiries via phone, chat, and email regarding the SL/PL product
  • Exercise consultative sales techniques demonstrating strong call control
  • Share insights with management regarding the root causes of Member inquiries, concerns and complaints, advocating on our members' behalf to improve our products, operations and policies
  • Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
  • Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
  • Deliver timely, accurate and actionable information to SoFi Teams as appropriate

Pop health Care
04.2016 - 07.2019
  • Outbound Calls / Sales Experience
  • Through a high-volume call center and fast-paced work environment, primary tasks include (but are not limited to):
  • Conducting outbound calls to provide insight and education regarding services available to target member groups.
  • Possessing core outbound customer service skills and sales techniques to encourage members to enroll in home-health screenings.
  • Assist with inbound inquiries and requests, documenting and updating member accounts, and scheduling systems accordingly.
  • Working in established guidelines: this position is responsible for delivering superior service to ensure
  • Manage high volume of outbound and inbound calls in a timely manner members receive the excellent customer service that they deserve
  • Must work on multiple platforms simultaneously, including but not limited to Five9, Outlook, Sharepoint, EMR, MS Teams

Freedom Mortgage
08.2014 - 02.2016
  • Working within our Call Center, acting as a single point of contact for customers currently 45 days delinquent (or greater), for borrowers in a confirmed disaster area, or borrowers requesting loss mitigation options.
  • Helping customers understand their situation and options to mitigate loss, assisting them as they apply for available assistance.
  • Providing written and verbal responses to customer inquiries, making sure everything is clear and easy to understand.
  • Staying up to date with investor guidelines and available programs for assistance, so you can correctly guide your customers to the right solution for them.
  • Monitoring all production and control reporting to ensure agent, team, and site expectations are met to comply with all SLA’s.

PNC Bank Mortgage Customer Care
09.2011 - 07.2014
  • Collect and analyzes customers information regarding income, assets, debts.
  • Educate consumers to make the best decision for their current needs
  • Follow up and communicate with all parties involved in the transaction
  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
  • Recognize trends and patterns, and escalate issues outside the company policy to the global team
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content

Education

Diploma -

Ribault Senior High
Jacksonville, Fl

Skills

  • Customer service
  • Teamwork and collaboration
  • Time management
  • Problem-solving skills
  • Listening skills
  • Problem-solving
  • Multi-tasking strength
  • Excellent people skills
  • Relationship building

Timeline

Sales Associate

Rainbow Clothing Store
08.2024 - 02.2025

Appointment Scheduler

Shands
01.2024 - 02.2025

TD Bank
08.2022 - 12.2023

Sofi Bank
08.2019 - 07.2022

Pop health Care
04.2016 - 07.2019

Freedom Mortgage
08.2014 - 02.2016

PNC Bank Mortgage Customer Care
09.2011 - 07.2014

Diploma -

Ribault Senior High

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