Summary
Overview
Work History
Education
Skills
Timeline
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Yasmeen Jones

Summary

Professional with strong background in technical support, prepared for all challenges of this role. Skilled in troubleshooting, customer service, and technical issue resolution. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, effective communication, and excellent problem-solving skills.

Overview

5
5
years of professional experience

Work History

Tier 1 Technical Support Representative

Transcom
09.2024 - Current
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Reduced call resolution time by effectively troubleshooting software and hardware problems.
  • Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
  • Collaborated with teammates to identify recurring issues and develop long-term solutions.

Chat Customer Service Agent

MCI
03.2022 - Current
  • Resolve customer concerns through chat using multiple screens and software
  • Inbound chat handling upwards of six chats at once
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Temporary Underwriting Assistant

Mutual Of Omaha
10.2023 - 12.2023
  • Data Entry with exceptional accuracy
  • Inbound and outbound call handling
  • Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
  • Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
  • Maintained a high level of professionalism in all interactions with clients, ensuring that their needs were met in a timely and satisfactory manner.

Health Aid

Help At Home
08.2021 - 04.2022
  • Improved patient comfort by providing attentive and compassionate care.
  • Recorded patient information in patient journals and notified nursing supervisors of changing or unusual conditions.
  • Assisted patient by providing personal services such as bathing, dressing and grooming.
  • Purchased, prepared, and served food for patients and other members of family by following special prescribed diets.
  • Maintained strict confidentiality of patient information in accordance with HIPAA regulations, protecting sensitive data from unauthorized access or disclosure.

Inbound Customer Service Representative

Concentrix
09.2020 - 07.2021
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.

Cashier

Marathon
03.2020 - 09.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.

Education

Highschool Diploma -

Penn Foster
Remote
12.2019

Skills

  • Data Entry
  • Retention
  • Zendesk
  • Citrix
  • Cisco
  • Account Handling and Research
  • Underwriting Assisting
  • Operating systems
  • Network troubleshooting

Timeline

Tier 1 Technical Support Representative

Transcom
09.2024 - Current

Temporary Underwriting Assistant

Mutual Of Omaha
10.2023 - 12.2023

Chat Customer Service Agent

MCI
03.2022 - Current

Health Aid

Help At Home
08.2021 - 04.2022

Inbound Customer Service Representative

Concentrix
09.2020 - 07.2021

Cashier

Marathon
03.2020 - 09.2020

Highschool Diploma -

Penn Foster

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Yasmeen Jones