Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jasper Django Hodge

El Paso,TX

Summary

A confident, multifaceted, and versatile LGBTQIA+ community member able to respond to and de-escalate high-intensity, high-risk situations through peer support with education from formal training and personal experience. Respectful and firm with boundaries, strong sense of empathy, and able to understand a person how they need/want to be understood through offering support, active listening, or advice. Solutions-oriented problem solver who enjoys team dynamics, receiving feedback, and prioritizing personal and professional growth.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Facilitator

Spectrum
07.2022 - Current
  • 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 entire chat business department.

Chat Repair Lead

Spectrum
12.2021 - 07.2022
  • Skilled at working independently and collaboratively in a small team (4-12 peers) environment.
  • Proven ability to de-escalate, mediate, and rectify difficult interactions with customers and agents alike, averaging 40-60 interactions per 8 hour shift.
  • Assist in organizational escalations at the corporate level by researching incidents and developing solutions that cultivate high-level customer satisfaction
  • Troubleshoot advanced customer issues via chat platform, including disability and accessibility issues and needs

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 and account tracking and notes.
  • Completed local and corporate training on computer-based modules and in-person

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.
  • Proactive problem-solving and efficient complaint resolution.
  • 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.

Education

University of Denver
Online
12-2023

ENMU - R
Roswell, NM
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

Accomplishments

  • Keys To Success Bronze Award – Spectrum – 2/2024
  • Employee of the Month – Spectrum – 12/2023
  • Keys To Success Discretionary Award – Spectrum – 6/2023

Certification

  • Balloon Twister (2004- current)
  • Pet sitter (2007 - current)
  • Cable call center sales and retention (2019 - 2020)
  • Janitor and housekeeping (2017 - 2019)
  • Sales and Reception (2013 - 2016)
  • Security (2013)
  • NREMT-A (2012 -2013)
  • Taxidermy (2009 - 2010)
  • Family Entertainer (2003 - 2007)

Timeline

Facilitator

Spectrum
07.2022 - Current

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

University of Denver

ENMU - R

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Jasper Django Hodge