Jazmen Garder
Rex,GA
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
15
15
years of professional experience
Work History
PCA
VXI Global
11.2017 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Lead Customer Service Rep
Logisticare Solution
09.2015 - Current
- Supervising the call center floor
- Training on specific contracts
- Determining Eligibility for members
- Oversee functions of Customer Service Representatives (CSR's)
- Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel
- Complete agent reports and report stats to Call Center management
- Assist Call Center management in performing 90 day and annual evaluations of CSRs
- Coordinate work schedules, vacation and leave requests of CSRs
- Maintain daily and/or weekly report to Call Center management of all staff, provider and facility issues
- Monitor call stats, CSR aux work and call waiting times and maintain accurate call stat reporting to Call Center management weekly
- Perform other duties as assigned
Assistant Manager
RAINBOW USA
03.2010 - 01.2015
- Supported manager in performing management functions such as staffing, training and expanding business plans
- Investigated and resolved customer’s issues and complaints regarding operational matters – Handled all queries and client feedback in a professional manner
- Communicated with the support team and implemented the organization’s operational guidelines, standards and policies
- Monitored and managed operational activities – Directed the branch/store/bank operational risks, financial aspects and QA and audit processes
- Documented and prepared reports on management and information systems; presented same to manager
Education
M.A. - BUSINESS ADMINISTRATION
University of Phoenix
Tempe, AZ02-2025
B.A. - HEALTHCARE ADMINSTRATION
University of Phoenix
Phoenix, Arizona01-2022
Skills
- WPM 30
- Proficient in Microsoft Office
- Excellent writing and Communication Skills
- Continuing education
- Staff training and development
- Task delegation
- Goal setting
- Relationship building
- Documentation and reporting
- Staff development
- Conflict resolution
- Policy implementation
Timeline
PCA
VXI Global
11.2017 - Current
Lead Customer Service Rep
Logisticare Solution
09.2015 - Current
Assistant Manager
RAINBOW USA
03.2010 - 01.2015
M.A. - BUSINESS ADMINISTRATION
University of Phoenix
B.A. - HEALTHCARE ADMINSTRATION
University of Phoenix
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