Work Preference
Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic
Open To Work

Jazmin Phillips

El Paso,TX

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Contact Center SupervisorTeam LeaderCSRIICustomer Service RepresentativeMedical Assistant Student Intern

Work Type

Full Time

Location Preference

On-Site
Location: El Paso, TX
Open to relocation: Yes

Salary Range

45000/yr - 200000/yr

Summary

Seasoned Contact Center Supervisor with background in overseeing daily operations, ensuring customer service standards and efficiency. Skilled in training and mentoring agents, optimizing workflows, and resolving complex issues. Notable strengths lie in strategic planning, team leadership, performance metrics evaluation, and process improvements to enhance productivity. Have consistently improved client satisfaction rates through effective communication skills and problem-solving abilities.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Contact Center Supervisor

DATAMARK
El Paso, Texas
02.2023 - Current
  • Supervised daily operations in a high-volume contact center environment.
  • Resolved escalated customer issues with effective problem-solving techniques.
  • Tracked key metrics like average handling time and first call resolution to identify trends and drive team performance.
  • Monitored team performance and coached staff to enhance adherence to company guidelines and quality standards.
  • Participated in the recruitment and selection process for new team members.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Facilitated training sessions for new hires and ongoing development for existing staff.

Team Leader

DATAMARK
El Paso, TX
12.2021 - 03.2022
  • Delegated daily tasks to team members, enhancing overall group productivity.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Monitored team progress and enforced deadlines.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Reviewed staff work, providing comprehensive feedback to improve performance and development.
  • Documented production levels and materials used to keep management informed.
  • Collaborated with management team to implement new work procedures or policies.
  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.
  • Fostered positive employee relationships through effective communication and targeted training.

CSRII

DATAMARK
El Paso, TX
05.2021 - 03.2022
  • Handled difficult calls with strong telephone etiquette, enhancing customer experience.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
  • Assessed caller benefits to identify service needs and resolve concerns promptly.
  • Trained new employees on procedures and policies, improving onboarding effectiveness.

Customer Service Representative

DATAMARK
El Paso , Texas
07.2020 - 03.2022
  • Advised and assisted customers, addressing specific needs and preferences.
  • Answered up to 50 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
  • Engaged with 50 callers daily, fostering positive interactions and prioritizing customer satisfaction.

Medical Assistant Student Intern

El Paso Rio Grande OB/GYN
El Paso, TX
03.2016 - 05.2016
  • Documented vital signs and health history for patients every 10 minutes.
  • Improved patient understanding and engagement by educating on procedures, medications, and physician instructions.
  • Coordinated patient flow by directing to exam rooms, addressing questions, and preparing for physician examinations.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Sanitized, restocked and organized exam rooms and medical equipment.
  • Obtained client medical history, including medication information, symptoms and allergies.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Contacted pharmacies by phone and fax to submit patient prescriptions and request refills.
  • Reduced patient anxiety and increased cooperation by clearly explaining procedures.

Customer Service Representative

GC Services Limited Partnership
El Paso , Texas
10.2014 - 09.2015
  • Provided information to customers regarding Academy Sports and Outdoor's charge card and loyalty program and helped to open and activate new accounts.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained accurate customer account data through manual forms processing and digital updates, ensuring timely access for customer inquiries.
  • Answered up to 30 incoming calls in busy, fast-paced global call center.
  • Explained payment options and facilitated transfers to billing department for payments or additional billing inquiries.
  • Resolved customer complaints and addressed emergency requests, enhancing customer satisfaction and loyalty.

Customer Service Associate

Academy Sports + Outdoors
El Paso, Texas
02.2012 - 03.2014
  • Exceeded service objectives by applying proven customer service and sales best practices.
  • Managed customer relations through daily communication, enhancing customer experience and loyalty.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Greeted customers entering store, promoting sales and special programs to increase engagement.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Utilized basic sales strategy to engage customers and present solutions to suit individual needs.
  • Executed multiple projects efficiently, including cashier duties, ensuring smooth store operations.
  • Maintained clean sales floor and straightened and faced merchandise.

Education

High School Diploma -

Ysleta High School
El Paso, TX
05-2011

Skills

  • Call center operations
  • Performance metrics
  • Quality assurance
  • Escalation management
  • Workforce planning
  • Team coaching
  • Telecommunications
  • MS Excel
  • Leadership skills

References

Aguirre, Ricardo

(915)247-9849

familiaaguirre7@yahoo.com

Monarrez, Adriana

(915)276-8079

ahmonarrez@gmail.com

Certification

  • TCOLE
  • CPR

Timeline

Contact Center Supervisor

DATAMARK
02.2023 - Current

Team Leader

DATAMARK
12.2021 - 03.2022

CSRII

DATAMARK
05.2021 - 03.2022

Customer Service Representative

DATAMARK
07.2020 - 03.2022

Medical Assistant Student Intern

El Paso Rio Grande OB/GYN
03.2016 - 05.2016

Customer Service Representative

GC Services Limited Partnership
10.2014 - 09.2015

Customer Service Associate

Academy Sports + Outdoors
02.2012 - 03.2014

High School Diploma -

Ysleta High School

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Jazmin Phillips