yasmine jean
Elmont,NY
Summary
Personable professional leader and dedicated customer service representative manager with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Contact Tracer Lead
PeopleShare
Remote, US
10.2021 - Current
- Oversee quality control standards by listening to recorded calls, shadowing live calls, reviewing post call survey results, and monitoring emails in order to take corrective action on process or people execution per day.
- Lead team of Contact Tracing Coordinators and Contact Tracers providing all performance oversight and development to ensure team remains engaged and productive.
- Responsible for training of all Contact Tracing Coordinators and Contact Tracers to ensure exceptional service levels and consistency in execution of contact tracing process.
- Identify administration issues/concerns and take action in sensitive and timely manner. Conducted interviews.
Housing Specialist Manager
Beaconhill/Nanmckay
Remote, US
12.2020 - 10.2021
- Identified and recruited landlords and brokers to provide suitable and affordable units to meet clients' needs.
- Explained rental and housing regulations to clients and helped each discover best options for housing.
- Maintained database of housing resources, landlords and management companies.
- Sought out affordable housing options and residences for people in need.
- Conducted home and apartment inspections to identify safety issues and needed repairs.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Calculated tenant rent amounts to prepare leases and contracts.
- Worked with clients to improve life choices and maximize benefits of programs.
- Researched possible fraud cases by scrutinizing bank statements and reconciling statements with reported income sources.
- Educated potential participants on available services and processes to engage in program.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
Wellness & Finance Coordinator
Massage Envy
Remote, US
08.2020 - 12.2020
- Answer inbound calls in timely and friendly manner with multiple POS and iOS systems; Evaluate problems and complaints of callers and provide proper solutions to them.
- Respond to needs of customers and provide personalized service.
- Provide information on company’s products or services and generate interest in offer.
- Answering phones and emails, scheduling appointments, and coordinating communication between technicians and customers professionally; solve and respond to customer inquiries
and complaints. - Hire, train and support call center agents in their roles.
- Monitor and evaluate performance of call center agents. Payroll and finance duties due to department downsize as per COVID-19.
Customer Service Director
Hudson Medical Group
New York, NY
01.2018 - 08.2020
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
- Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
- Automated contact management system to maintain efficient client organization.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction; Supervised customer service calls per week to track support issues and improve operating procedures.
- Evaluated quality of representatives' phone calls and provided feedback to management.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Direct Support Professional Manager
Life Spire
Bellrose, NY
01.2016 - 01.2018
- Supported and encouraged psychiatric patients to promote health and wellness.
- Worked with multidisciplinary healthcare team to provide comprehensive mental healthcare to patients.
- Documented current patient information to update supervising including vital signs, behaviors and eating habits.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Monitored and reported patients' progress by updating patient files with current vitals, behaviors and other data and relevant to treatment planning.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Facilitated best care by developing strong and trusting rapport with patient.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
- Monitored progress and documented patient health status changes to keep care team updated.
Customer Service Manager
Lenox Hill Hospital
New York, NY
12.2016 - 12.2017
- Stations and equipment maintained high level of cleanliness according to sanitation protocols.
- Greeted customers and responded to informational requests.
- Exchanged and returned items, noting all details in company database and placed returned merchandise in bins for restocking.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Standardized office structures and processes to promote collaboration and increased performance; Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Created customer support strategy to increase customer retention.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Logistics Dispatcher
Fed Ex Freight
Jericho, NY
03.2014 - 03.2016
- Tracked purchase orders and approved vendor invoices for outside services.
- Dispatched calls for emergency and routine driver call-outs.
- Communicated with customers daily about freight movements and delivery timetables.
- Scheduled and tracked movements of owned and rented equipment.
- Conducted geographical location spotting and map reading to support fleet personnel.
- Handled customer escalations from drivers to solve issues and restore customer satisfaction.
- Monitored dispatched calls and took action to resolve and correct potential problems.
- Recorded customer encounters through detailed notes and maintained comprehensive records.
- Documented service activities and issues and produced regular reports.
- Coordinated repairs to vehicles to maintain fleet operations.
Call Center Manager
Urgent Care
New York, NY
09.2014 - 09.2015
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics. Established relationships and touch points with clients to promote retention.
- Assisted in gathering facts and documents utilized during sales process. Maintained call center equipment in good working order to maximize productivity.
- Determined quality assurance benchmarks and set standards for improvement. Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
Dispatcher Manager
Public Storage
New Hyde Park, NY
06.2014 - 09.2014
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
- Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Reported to management operational activities and maintained current records.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Education
Bachelor of Arts - Fashion Styling
Academy of Art University
San Francisco, CA05.2018
Associate of Science - Social Work
Borough of Manhattan Community College of The City University of New York
New York, NY09.2014
High School Diploma -
Elmont Memorial High School
Elmont, NY05.2014
Skills
- Administration duties and workforce management
- Expert in Remote workspaces with Call Center experience and multiple iOS systems
- Efficient product knowledge, B2B/B2C commerce
- Schedule coordination, customer satisfaction and development
- Expert in Financial Concepts, Data Analysis, SAS & features ie MS Office, Zendesk, CRM and other software services
- Solid organization, leadership, teamwork and collaboration skills
- Oral and written communications, diligent and 74 WPM
- Insurance
- Customer Service Support
Languages
Fluent in English, French & Haitian Creole
Timeline
Contact Tracer Lead
PeopleShare
10.2021 - Current
Housing Specialist Manager
Beaconhill/Nanmckay
12.2020 - 10.2021
Wellness & Finance Coordinator
Massage Envy
08.2020 - 12.2020
Customer Service Director
Hudson Medical Group
01.2018 - 08.2020
Customer Service Manager
Lenox Hill Hospital
12.2016 - 12.2017
Direct Support Professional Manager
Life Spire
01.2016 - 01.2018
Call Center Manager
Urgent Care
09.2014 - 09.2015
Dispatcher Manager
Public Storage
06.2014 - 09.2014
Logistics Dispatcher
Fed Ex Freight
03.2014 - 03.2016
Bachelor of Arts - Fashion Styling
Academy of Art University
Associate of Science - Social Work
Borough of Manhattan Community College of The City University of New York
High School Diploma -
Elmont Memorial High School
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