Jazmine Smith
Fresno,CA
Summary
Dynamic Senior Service Representative at Pacific Gas & Electric with a proven track record in mentoring, and enhancing team performance through effective communication and guidance. Skilled in crafting engaging internal newsletters and adept at public speaking, I foster a collaborative environment that drives productivity and customer satisfaction. Committed to delivering exceptional service and continuous improvement, through internal communications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Service Representative
Pacific Gas & Electric
05.2023 - Current
- Answers calls and addresses customer concerns in an efficient manner.
- Offers call-handling guidance and insight during high-stress or ambiguous customer interactions to maintain service excellence.
- Acts as a point of escalation supervisor, providing real-time support to resolve complex customer inquiries and service issues.
- Aids Customer Service Representatives (CSRs) in locating accurate process information, ensuring consistency in communication and adherence to company protocols.
- Delivers coaching and communications to CSRs, helping them navigate challenging customer interactions and uphold quality service standards.
- Collaborates with leadership to identify and address communication breakdowns or training gaps within service delivery processes.
- Plays a key role in maintaining team morale and clarity through verbal reinforcement and peer mentoring.
- Acts as a liaison between frontline teams and leadership, translating on-the-ground feedback into actionable insights for process improvement.
- Ensures clear, empathetic and brand aligned messaging during customer escalations and team support sessions.
- Researches and reviews customer accounts to complete offline requests.
- Presents content on various specialties to aid in co worker development.
Service Representative
Pacific Gas & Electric
10.2010 - 05.2023
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
SSR Newsletter Editor (unpaid)
Pacific Gas & Electric
04.2024 - Current
- Leads the end-to-end creation of a monthly internal newsletter designed to inform, engage, and motivate team members across the workgroup.
- Collaborates with peers and leadership to curate relevant topics and highlight success stories, aligning all messaging with current team goals and initiatives.
- Ensures all processes and tips included in the newsletter reflects current workflow trends and supports team productivity.
- Edits content for grammar, tone, and visual appeal to ensure clarity, consistency, and alignment with the organization’s voice.
- Designs visually compelling layouts using tools like MS Publisher and MS Powerpoint to enhance readability and audience engagement.
- Maintains a consistent delivery schedule, increasing readership and fostering a stronger sense of community within the workgroup.
- Successfully curates, edits, and delivers each newsletter within a limited time frame of 1–2 hours per month, demonstrating strong time management, attention to detail, and commitment to consistent communication delivery.
- Applies audience-focused storytelling techniques to craft content that motivates peers and reinforced best practices in daily job performance.
- Contributes subject matter expertise as a guest speaker for internal meetings.
Education
Journalism And Mass Communication
Fresno City College
Fresno, CAHigh School Diploma -
Edison High School
Fresno05-2008
Skills
- Customer service
- Problem-solving skills
- Clear Communications
- Public speaking proficiency
- Attention to detail
- Goal oriented
- Teamwork and collaboration
- Audience engagement
- Exceptional writing
- Typography
- Visual design
- Critical thinking
Accomplishments
- Achieved Perfect Quality Assurance scores for consecutive months.
- Recipient of the Joy At Work award for encouraging collaboration and sparking joy amongst peers.
- Recipient of several customer compliments and peer to peer acknowledgements, highlighting my ability to resolve customer concerns and foster teamwork.
- Selected for the Voice of the Customer Pilot to help increase overall customer satisfaction.
Certification
SSR Certification
Timeline
SSR Newsletter Editor (unpaid)
Pacific Gas & Electric
04.2024 - Current
Senior Service Representative
Pacific Gas & Electric
05.2023 - Current
Service Representative
Pacific Gas & Electric
10.2010 - 05.2023
Journalism And Mass Communication
Fresno City College
High School Diploma -
Edison High School
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