JASMINE XOCHITL URBINA

Customer service representative with 6 years of experience in enhancing service quality through conflict resolution and empathy training. Proven track record in process improvement and feedback implementation, leading to reduced response times and increased customer satisfaction. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

• Take over 300+ calls a day, reducing response times.
• Implement feedback system, gaining insights and refining customer support.
• Develop solutions for recurring issues, minimizing customer complaints.
• Provide empathetic support, effectively de-escalating tense situations.
• Streamlined customer inquiry process, reducing response times and minimizing repeat inquiries.
• Resolved inquiries, enhancing satisfaction and reducing wait times significantly.
• Managed high call volumes, improving service efficiency and quality.
• Documented interactions to identify trends and improve service.
• Provided compassionate support to grieving families, coordinating funeral arrangements and ensuring smooth ceremonies with attention to detail.
• Managed logistical aspects of funeral services, preparing facilities and coordinating with vendors to deliver flawless memorial experiences.
• Worked closely with mortuary staff and clergy to orchestrate personalized funeral services, honoring diverse cultural and religious traditions.
• Streamlined administrative processes, reducing paperwork turnaround time and improving overall efficiency of funeral home operations.

• Trista Ishoy (801)209-1132
• Sergio Ruiz (956)775-1945
• Debra Fraser (385)389-0848

• Spanish
• American Sign Language
• English