Jazmin Crump
Houston,AL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Asurion
05.2022 - 03.2024
- Responded promptly to incoming sales leads and requests for technical support.
- Developed and implemented preventive maintenance procedures.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed high levels of call flow and responded to AT&T technical support needs.
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates.
Campaign Manager
The Heller Group
03.2017 - 05.2022
- Reported issues to higher management with great detail.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Devised processes to boost long-term business success and increase profit levels.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Interacted well with customers to build connections and nurture relationships.
- Analyzed and reported on key performance metrics to senior management.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Reduced turnaround time for project completion through effective resource allocation and team management.
Customer Service Representative
Convergys
11.2015 - 01.2017
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained up-to-date knowledge of product and service changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Science - Diagnostic Medical Sonography
Lone Star College System
Spring, TX05.2026
Skills
- Active Listening
- Friendly and Patient
- Collaborative Team Player
- Remote Support
- Troubleshooting Network Issues
- Professional telephone demeanor
- Data Entry
- Customer Relations
- Conflict Mediation
- Salesforce CRM
- Team Development
- Relationship Building
- Problem Resolution
- Direct Sales
Timeline
Technical Support Representative
Asurion
05.2022 - 03.2024
Campaign Manager
The Heller Group
03.2017 - 05.2022
Customer Service Representative
Convergys
11.2015 - 01.2017
Associate of Science - Diagnostic Medical Sonography
Lone Star College System