Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Jasper Django Hodge

San Antonio,TX

Summary

Confident, multifaceted, and versatile individual with excellent communication skills. Places a high value on teamwork and collaboration. Trusted by colleagues and superiors for unwavering commitment to personal and professional growth. Strong desire to continuously learn and develop. Dedicated to achieving success in all aspects of life.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

Edfinancial Services
05.2025 - Current
  • Helped a large volume of customers every day while maintaining a positive attitude, empathy, and focus on borrower education.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with processing payments, deferments/forbearances, understanding their loans, guiding them through the online portal, and answering general questions.
  • Successfully used probing and discovery questions to determine borrower intent and best solutions.

Facilitator

Spectrum
07.2022 - 05.2025
  • Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter, including topics such as accessibility, company policy, customer service through empathy and active listening, and system usage
  • Led in-person and virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration
  • Supervise, coach, and develop teams of up to 38
  • Tracked, documented, developed, and presented curriculum and materials for the entire chat business department
  • Worked flexible hours across night, weekend, and holiday shifts.

Chat Repair Lead

Spectrum
12.2021 - 07.2022
  • Proven ability to de-escalate, mediate, and rectify complex interactions with customers and agents alike, averaging 40-60 interactions per 8-hour shift
  • Worked well in a team setting, providing support and guidance in an effective and fast-paced manner
  • Self-motivated, with a strong sense of personal responsibility
  • Passionate about learning and committed to continual improvement

Chat Repair Agent

Spectrum
08.2021 - 12.2021
  • Strengthened relationships with clients through consistent communication during the repair troubleshooting process
  • Managed dual chat correspondence with multiple customer accounts and issues at a time, averaging an 840-second AHT and over 35 interactions per shift
  • Maintained accurate records of repairs, ensuring proper customer chat, account tracking, and notes
  • Completed local and corporate training on computer-based modules and in-person
  • Improved repair success rate by consistently following established protocols and procedures

Retention Escalations Specialist

Continuum Global Solutions
04.2020 - 06.2021
  • Followed all company policies and procedures to deliver quality work and elevate the customer experience
  • Demonstrated respect, friendliness, and willingness to help wherever needed, including training support to new hires
  • Employed de-escalation techniques to support billing concerns and assist disgruntled customers with professionalism and sympathy
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution

Education

Certificate - Frontline Manager Leadership Essentials

University of Denver
12.2023

GED -

ENMU - R
08.2010

Skills

  • Active listening
  • Written and verbal communication
  • Conflict resolution skills
  • Organizational skills
  • Perceptive and observant
  • Adaptability and flexibility
  • Emotional intelligence
  • Creative solution development
  • Phone, chat, e-mail, and text-based communications
  • Resourceful
  • Documentation
  • Customer and people service-oriented

Awards

  • Keys To Success Bronze Award, Spectrum, 02/24
  • Employee of the Month, Spectrum, 12/23
  • Keys To Success Discretionary Award, Spectrum, 06/23

Timeline

Customer Care Representative

Edfinancial Services
05.2025 - Current

Facilitator

Spectrum
07.2022 - 05.2025

Chat Repair Lead

Spectrum
12.2021 - 07.2022

Chat Repair Agent

Spectrum
08.2021 - 12.2021

Retention Escalations Specialist

Continuum Global Solutions
04.2020 - 06.2021

GED -

ENMU - R

Certificate - Frontline Manager Leadership Essentials

University of Denver
Jasper Django Hodge