Jasmine Martin
New Albany
Summary
Customer-oriented professional with background in customer support. Experienced in handling high volume calls and chats, providing product information, and resolving customer complaints. Strengths include strong communication skills, problem-solving abilities, and adaptability to improve customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Support Associate
Cotality
03.2023 - Current
- Resolved escalated customer complaints by actively listening to concerns, empathizing with customers' frustrations, and finding appropriate solutions.
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in an increase in customer satisfaction
- Maintained detailed records of customer interactions and transactions using CRM software for future reference.
- Identified opportunities for process improvement within the customer support department through regular analysis of common issues or trends.
- Developed comprehensive knowledge of company products and services to effectively assist customers with their specific needs.
- Managed a high volume of incoming calls and emails while maintaining a professional demeanor at all times.
- Provided guidance to new team members during the onboarding process to ensure they were equipped with the necessary skills for success in the role.
- Contributed to the development of training materials for new hires, as well as ongoing training sessions for existing team members.
- Participated in weekly team meetings to discuss challenges faced by the support team and brainstorm potential solutions or best practices.
- Collaborated with the product development team to communicate feedback from customers regarding product features or functionality improvements.
Personal Care Specialist
Landmark Lifestyles
Tupelo
10.2022 - 03.2023
- Assist residents perform daily tasks
- Aide with showers and help maintain personal hygiene
- Accompany residents to scheduled appointments
- Light housekeeping
- Motivate residents to do daily activities
- Respond to the pull cord and pendant system
Resident Assistant
Magnolia Place Assisted Living
New Albany
08.2021 - 09.2022
- Aide residents with daily tasks
- Give showers and help with personal hygiene
- Assist residents in the event of an emergency
- Pass out food trays and feed residents when needed
- Help in keeping rooms clean
- Make sure laundry is clean and put away
- Plan daily activities for the residents
- Respond to the pull cord system
Call Center Customer Service Representative
iQor
Tupelo
02.2020 - 07.2021
- Answer calls with a friendly attitude
- Assist with technical issues, scheduling, ordering, account changes, and billing questions
- Make sure all issues are addressed in a timely manner for quick and efficient support
- Schedule service calls with technicians in the customers area
- Ensure that absolutely all needs are met with the best possible resolution for complete customer satisfaction
- Used multiple websites and applications at once to ensure all questions were answered accurately and efficiently
Customer Service Representative
Haley's Home Furnishings
New Albany
04.2017 - 12.2019
- Gave customers information about products
- Helped customers with complaints
- Interacted with customers face to face
- Answered customer calls and questions
- Conducted price and featured comparison
- Coordinated with the Retail Sales Representatives team to provide excellent customer service
- Scheduled deliveries/meetings with Sales Representatives
- Maintained a clean and organized work environment
Education
High school or equivalent -
Myrtle Attendance Center
Myrtle, MSSkills
- Customer Service
- Customer Support
- CSR
- Computer Skills
- Communication
- Telecommunication
- Typing
- Filing
- Cash Handling
- Phone Etiquette
- Technical Support
- Time Management
- Front Desk
- Help Desk
- Data Entry
- Computer Networking
- Communication Skills
- Retail Sales
- Troubleshooting
- Microsoft Windows
Timeline
Customer Support Associate
Cotality
03.2023 - Current
Personal Care Specialist
Landmark Lifestyles
10.2022 - 03.2023
Resident Assistant
Magnolia Place Assisted Living
08.2021 - 09.2022
Call Center Customer Service Representative
iQor
02.2020 - 07.2021
Customer Service Representative
Haley's Home Furnishings
04.2017 - 12.2019
High school or equivalent -
Myrtle Attendance Center
Similar Profiles
Adriana NermonAdriana Nermon
Principal, Technical Product Manager at CotalityPrincipal, Technical Product Manager at Cotality
La Quanda Ousley-SaygoLa Quanda Ousley-Saygo
Sr. Associate, Funds Management Refunds at CotalitySr. Associate, Funds Management Refunds at Cotality
Gregory CardozaGregory Cardoza
Sr. Client Success Manager at CotalitySr. Client Success Manager at Cotality
Carson KassCarson Kass
Volunteer at Mid-Ohio Food CollectiveVolunteer at Mid-Ohio Food Collective
Vincent SandersVincent Sanders
Food Runner at Bubba's 33Food Runner at Bubba's 33