Jazmine Jones
Summary
Proven leader in customer service with a focus on enhancing customer satisfaction through effective problem-solving and team management. Committed to implementing strategies that improve service quality and drive performance, fostering a positive impact within the organization.
Overview
14
14
years of professional experience
Work History
Customer Support Representative
Frito Lay
Dallas, TX
03.2022 - Current
- Delivered customer support via phone, email, and chat to resolve inquiries and enhance customer satisfaction
- Analyzed complex issues, identified root causes, and implemented effective solutions to improve customer experience
- Assisted customers with inquiries regarding product availability and promotions.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Managed order processing and tracking for timely delivery of products.
Customer Service Manager
Verizon Wireless
Dallas, TX
06.2021 - 03.2022
- Monitored calls to ensure agents delivered exceptional customer experiences.
- Equipped agents with strategies to enhance value during each call.
- Guided agents in achieving monthly company performance standards.
- Resolved escalated customer calls to approve or deny credits.
- Verifying agents' time card is put in correctly before Payroll ends.
Health Care Advisor
NTT DATA Services
02.2021 - 06.2021
- Provided detailed explanations of premiums, copays, and out-of-pocket maximums to employees during enrollment sessions.
- Processed inbound calls to enroll employees in benefits coverage.
- Verified active employee plans by contacting carriers.
- Assisted doctors and pharmacies with inquiries regarding claims.
Warehouse Associate
Amazon
Dallas, TX
09.2019 - 03.2021
- Located merchandise to fulfill picking tickets efficiently.
- Labeled inventory types for easy identification and organization.
- Followed loading and safety procedures to ensure secure transportation.
- Streamlined delivery process to ensure timely distribution.
Scheduling Coordinator
MINT DENTISTRY
Dallas, TX
11.2020 - 02.2021
- Maintained and updated schedules, calendars, and agendas to ensure efficient time management.
- Confirmed appointments and arranged meeting venues to facilitate effective communication and collaboration.
- Sent reminders of scheduled meetings to enhance attendance and preparedness.
Inbound/Outbound Customer Service Rep
ADT Security Service
Irving, TX
01.2020 - 11.2020
- Handled inbound and outbound calls regarding monthly billing inquiries to ensure customer understanding.
- Processed payments to update customer accounts and resolve outstanding balances.
- Work with management and field personnel to find and implement technical solutions for customers.
- Coordinated with police and fire departments to facilitate timely emergency responses.
Customer Service Manager
Spectrum Call Center
Dallas, TX
12.2016 - 04.2019
- Managed daily operations of customer service team, ensuring compliance with company policies and procedures to maintain service quality.
- Developed training materials to elevate staff capabilities and optimize customer interactions.
- Managed customer service team to enhance support quality.
- Developed training programs for new staff on service protocols.
- Resolved escalated customer issues effectively and efficiently.
Customer Service Representative
Teleperformance
Dallas, TX
10.2015 - 12.2016
- Contacted pharmacies and providers to facilitate timely access to medications for customers.
- Collected payments on delinquent accounts while offering flexible payment arrangements to assist customers.
- Offering payment arrangements with patients following up with patients changing providers.
- Enrolled members in insurance plans during enrollment season to ensure coverage for them and their families.
Customer Service Associate
Walmart
Red Oak, TX
03.2012 - 10.2015
- Processed returns and exchanges to enhance customer satisfaction.
- Returned merchandise to appropriate department to facilitate inventory accuracy.
- Maintained accurate cash balance to ensure transaction integrity.
- Count down drawer every day verifying everything is accurate.
Education
Psychology - Career Diploma
Ashworth College
05-2023
High School Diploma -
Duncanville High School
Duncanville, TX06-2011
Upward Bound- Southern Methodist Unveristy
Dallas, TX06-2011
Skills
- Account management
- Cold calling and negotiation
- Prioritization and scheduling
- Quality assurance
- Driving and adaptability
- Medical records management
- Analytical problem solving
- Leadership skills
- Conflict resolution
- Business etiquette
Timeline
Customer Support Representative
Frito Lay
03.2022 - Current
Customer Service Manager
Verizon Wireless
06.2021 - 03.2022
Health Care Advisor
NTT DATA Services
02.2021 - 06.2021
Scheduling Coordinator
MINT DENTISTRY
11.2020 - 02.2021
Inbound/Outbound Customer Service Rep
ADT Security Service
01.2020 - 11.2020
Warehouse Associate
Amazon
09.2019 - 03.2021
Customer Service Manager
Spectrum Call Center
12.2016 - 04.2019
Customer Service Representative
Teleperformance
10.2015 - 12.2016
Customer Service Associate
Walmart
03.2012 - 10.2015
Psychology - Career Diploma
Ashworth College
High School Diploma -
Duncanville High School
Upward Bound- Southern Methodist Unveristy