Jazmine D. Richmond
Summary
Customer Service Representative with a background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution.
Overview
7
7
years of professional experience
Work History
Customer Service & Account Support Specialist
United Healthcare, Humana, Guidewell
02.2023 - 09.2025
- Delivered mutli-channel customer support (phone, livechat and email), resolving inquiries related to accounts, billing, policies and services.
- Guided customers through troubleshooting, online portals and account updates with patience and clarity.
- De-escalated issues using active listening and conflict resolution strategies, improving customer satisfaction scores.
- Accurately documented all interactions in CRM systems, ensuring compliance and seamless follow up.
- Consistently met and exceeded performance metrics in call quality resolution times, and customer experience ratings.
- Adapted to remote technologies including secure VPN's ticketing systems, and communication platforms for a smooth remote workflow.
- Collaborated virtually with cross- functional teams to resolve customer issues in the healthcare industry.
Administration Coordinator
Sodexo
07.2021 - 12.2022
- Promoted from dietary CSR to administrative role after receiving MBA degree and demonstrating excellent organizational skills.
- Maintained accurate records and files, prepared reports, and handled confidential information with discretion.
- Assisted patients, Sodexo staff, and leadership by responding to inquiries via phone, email, and in-person.
- Supported cross-department operations by routing requests, escalating issues, and ensuring resolutions.
Dietary Customer Service Representative
Sodexo
02.2019 - 07.2021
- Delivered direct customer service support to patients and families handling dietary requests and meal orders.
- Managed a high volume of inbound calls ensuring accuracy and empathy for special diet requests and restrictions.
- De-escalated service concerns by ensuring patient satisfaction by providing timely and effective solutions.
- Partnered with clinical staff and dietary teams to ensure seamless service delivery.
Education
MBA -
Carson-Newman University
05-2020
Bachelor of Arts - Psychology
Carson-Newman University
05-2017
Skills
- Customer service
- CRM management
- Conflict resolution
- Multi-channel support (Livechat, calls, email)
- Data documentation
- Account management
- Call Center Operations
- Problem solving & Troubleshooting
- Active listening & Empathy
- Time management
- Remote Communication Tools (Zoom, Teams, Slack)
- High-Volume call handling
Work Preference
Location Preference
RemoteTimeline
Customer Service & Account Support Specialist
United Healthcare, Humana, Guidewell
02.2023 - 09.2025
Administration Coordinator
Sodexo
07.2021 - 12.2022
Dietary Customer Service Representative
Sodexo
02.2019 - 07.2021
MBA -
Carson-Newman University
Bachelor of Arts - Psychology
Carson-Newman University
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