Jazmine Polk
San Francisco,CA
Summary
Results-oriented professional enthusiastic about taking on new challenges. Well-versed in spearheading new initiatives to support functional operations and project completion. Excellent aptitude for financial management, budgeting, procurement and contracting.
Overview
10
10
years of professional experience
1
1
Certification
Work History
PROGRAM MANAGER
Homeless Children's Network
San Francisco, CA
01.2023 - Current
- Developed and established an entirely new program, including the creation of documentation, team structure, and operational processes for effective program management.
- Managed program budgets and timelines, ensuring projects stayed on track with funder guidelines.
- Analyzed data collected during the course of the program operations and reported results accordingly.
PROGRAM ASSISTANT
Homeless Children's Network
San Francisco, CA
11.2021 - 12.2022
- Assisted in the coordination of program activities and resources, including scheduling meetings, preparing materials, and providing administrative support.
- Assisted organizational efforts by filing, entering data and answering phones.
- Organized special events such as conferences, workshops, and training sessions for over 75 staff members.
LEAD CUSTOMER CARE ASSOCIATE / FRAUD SPECIALIST
Nordstrom Rack
Los Angeles, CA
06.2018 - 04.2021
- Assist front-line agents with problem-solving techniques regarding order status, billing issues, production errors, and fraudulent orders.
- Analyzed financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures.
- Responded quickly to escalated calls to meet customer needs, and resolve problems.
CUSTOMER CARE ASSOCIATE
Hulu
Los Angeles, CA
04.2017 - 04.2018
- Performed troubleshooting to diagnose and resolve technical problems.
- Seamlessly handled customer escalations, complaints, and questions via phone, chat, and email.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
LEAD CUSTOMER CARE ASSOCIATE
Sole Society
Los Angeles, CA
10.2016 - 04.2017
- Trained new Customer Care Associates on various aspects of the job such as phone etiquette and troubleshooting techniques.
- Ensured that all customer interactions were handled in a professional manner while adhering to company policies and procedures.
- Created reports on customer feedback and suggestions to improve the overall customer experience.
CUSTOMER SERVICE REPRESENTATIVE
Postmates
San Francisco, CA
02.2015 - 07.2016
- Provided friendly and timely support to Postmates' couriers, restaurant partners, and customers via phone, email, and chat.
- Worked with my team to detect potential fraudulent orders, monitor suspicious activity, and ban violators from the application.
- Responded to over 60 telephone inquiries and complaints a day, while following standard operating procedures.
Education
Associate in Arts (A.A.) - Behavioral Science
LOS ANGELES CITY COLLEGE
Los Angeles, CA06.2018
Skills
- Project management
- MOS
- Zendesk
- Magento
- Talk Desk
- Event coordination
- Vantiv
- Documentation creation
- ServiceNow
- Regulatory compliance
- Training and development
- Avaya
- Forter
- Customer service
- Organization
- Multi-tasking
- Performance monitoring
- Project coordination
Certification
Completion of Professional Intensive Mental Health Training Program
References
References available upon request
Timeline
PROGRAM MANAGER
Homeless Children's Network
01.2023 - Current
PROGRAM ASSISTANT
Homeless Children's Network
11.2021 - 12.2022
LEAD CUSTOMER CARE ASSOCIATE / FRAUD SPECIALIST
Nordstrom Rack
06.2018 - 04.2021
CUSTOMER CARE ASSOCIATE
Hulu
04.2017 - 04.2018
LEAD CUSTOMER CARE ASSOCIATE
Sole Society
10.2016 - 04.2017
CUSTOMER SERVICE REPRESENTATIVE
Postmates
02.2015 - 07.2016
Associate in Arts (A.A.) - Behavioral Science
LOS ANGELES CITY COLLEGE
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