Jazmine Wimberly
Auburn,AL
Summary
Dedicated customer service professional with extensive experience in legal reception, personal injury intake, customer care, and technology support. Skilled in providing administrative support, managing client relationships, and facilitating effective communication. Known for creating a positive work environment and fostering team collaboration. Strong organizational skills, with an ability to manage multiple tasks and prioritize effectively.
Overview
6
6
years of professional experience
Work History
HR Block Retail Representative | Field Technology
Conduent Services
11.2022 - Current
- Provided training and auditing to new hire employees in assigned roles.
- Created and maintained a training material catalog for day-to-day learning activities.
- Participated in staff meetings and training sessions to continuously improve retail skills and knowledge.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Provided excellent communication with both customers and colleagues, enhancing overall retail experience.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Directed telephone calls to appropriate parties.
- Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Collaborated with team members to improve overall productivity and communication within the office.
- Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
Customer Care Representative
PNC Bank
10.2021 - 02.2022
- Handled customer service activities for a broad range of products and services.
- Investigated and resolved customer inquiries, maintaining high levels of customer satisfaction.
- Documented customer interactions and recommended appropriate solutions.
- Referred complex issues to specialized teams when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Maintained and managed customer files and databases.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Contributed to team success, consistently achieving call center performance metrics.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Authorization Representative
American Home Shield Corporation
08.2020 - 05.2021
- Streamlined the authorization process for faster response times and increased efficiency in the workplace.
- Communicated required insurance information in person and by telephone to patients, physician offices, third party payers and agencies.
- Authorized repair and replacement of covered systems or appliances.
- Negotiated pricing with contractors and informed customers about claim coverage.
- Scheduled daily appointments for contractors and clients.
- Provided follow-up for missed or canceled appointments.
- Consistently provided prompt follow-up on pending authorizations, ensuring minimal delay in receiving essential medical services.
Legal Receptionist | Legal Intake Specialist
Mike Slocumb Law Firm LLC
03.2018 - 03.2020
- Answered phone calls, emails, and scheduled appointments. Managed confidential information.
- Greeted visitors and drafted detailed messages for attorneys and staff.
- Provided support to attorneys, paralegals, and clients, including document management and correspondence.
- Handled onboarding and forms-related tasks for new and prospective clients, ensuring accuracy and signature confirmation.
- Worked with litigation management software systems.
- Contributed to a positive work environment by collaborating with team members on various administrative tasks and projects.
- Successfully juggled competing priorities and deadlines, ensuring that all tasks were completed accurately within the required timeframe.
- Effectively navigated [State] clerk, court and judicial websites.
- Assisted new employees with orientation process increasing their familiarity with policies procedures office systems.
- Demonstrated professionalism in handling confidential information, ensuring privacy for clients and the firm.
- Increased efficiency in handling legal documents by creating an organized filing system for easy access and retrieval.
Education
No Degree - Fashion Design
Clark Atlanta University
Atlanta, GA08.2019
High School Diploma -
Smiths Station High School
Smiths Station, AL05.2015
Skills
- Customer Engagement
- Brand representation
- Customer Assistance
- Complaint Handling
- Complex Problem-Solving
- Payment Processing
- Organization
- Conflict resolution techniques
- Customer Service
- Friendly and Helpful
- Attention to Detail
- Reliable and Responsible
- Strong Communication and Interpersonal Skills
- Client Relationship Building
Timeline
HR Block Retail Representative | Field Technology
Conduent Services
11.2022 - Current
Customer Care Representative
PNC Bank
10.2021 - 02.2022
Authorization Representative
American Home Shield Corporation
08.2020 - 05.2021
Legal Receptionist | Legal Intake Specialist
Mike Slocumb Law Firm LLC
03.2018 - 03.2020
No Degree - Fashion Design
Clark Atlanta University
High School Diploma -
Smiths Station High School
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