Customer Service Associate
Resume:
Jasmin S. Alexander
*****************@*****.***
Pinson, Alabama 35126 Cell: 205-***-****
Objective
My objective is to obtain a position that allows me to demonstrate my skills in customer service and effective communication in order to drive the optimal success and profitability of an organization while simultaneously providing growth and career advancing opportunities.
Education
Jefferson State Community College August 2010- July 2011
Birmingham, Alabama
Associate of Nursing: Nursing with Business minor
Employment
CUI Telecommunications March 2022-Current
Birmingham, Alabama
Dispatcher
Actively and consistently support all efforts to simplify and enhance the customer experience.
Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible to ensure productive time is maximized throughout the day.
Assist in driving field technician productivity, time management and real-time job routing through utilization of workforce management software.
Assist in driving field productivity through efficient call handling and support.
Continuously monitor to optimize day of assignment of positive work (new connect, reconnects, HSD, and phone connects) to in-house Technicians to drive maximum internal efficiency and improve capitalized labor position; may look ahead to next day routes to ensure next day routing efficiency and tech productivity.
Ensure that all routed Technicians achieve, on average, budgeted points of completed work per hour or a minimum of budgeted points of completed work each day. Lunch breaks and any other allowed breaks must be communicated by technicians to the RSC and exceptions must be escalated to the appropriate Supervisor.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.
Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account, along with the appropriate one time charges being added to the account.
Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls.
Record and classify all inbound calls with the Call Tracker tool. Track and analyze daily key performance indicators for call handling. Monitor and analyze call volume distribution to ensure efficient accessibility and service levels.
Perform other duties as requested by supervisor.
H & M October 2016- January 2022
Birmingham, Alabama
Department Supervisor
Assists Management team in overseeing floor coverage, driving sales, merchandise presentation, customer service, and operational functions within the store including opening and closing the store according to H&M guidelines.
Maintain the high quality of H&M customer service by providing the best shopping experience for each customer and role modeling the 5 basic demands.
Ensure that all merchandise is properly received and placed on the floor in a timely manner and according to merchandise guidelines.
Execute merchandising campaigns, promotions, activities and customer rounds as assigned by store management.
Address any loss prevention and safety issues that may occur while on duty and bring any escalated concerns to management team.
Ability to suspend an employee with discretion and approval from Store Manager or District Manager if only manager on duty.
Serve as second interviewer and note taker for staff interviews.
Act as a management witness, on behalf of H&M, in employee discussions as need
Follow all company practices and procedures; work with timekeeping and scheduling system and controls and complete reductions.
Maximize sales through commercial focus and take action to obtain highest level of profitability for the store.
Actively use sales information to make business decisions regarding merchandising
Approve timesheets on a daily basis in the timekeeping system
Assist the management team in the day-to-day supervision of staff by directing and overseeing workflow within the store
Assist the management team with the training and developing of Sales Advisors on the operational side of the business by following up on clear goals and providing timely feedback.
Old Navy October 2011- June 2016
Birmingham, AL
Business and Training Specialist
Drive sales by partnering to develop and execute hiring plans with Business Operations Manager
Organize and maintain all supply orders and budgeting for the store as directed by supervisor
Provide exceptional customer service at all points of contact in order to effectively close sales and gain loyal repeat clientele
Sets, monitors, follows up on productivity goals for the store team
Safety and Loss Prevention training and awareness
Create a culture of engagement and high performance through selection, training and coaching of Brand Associates
Yogurt Mountain February 2010- January 2011
Birmingham, Alabama
Customer Service Associate
Assisted managers in day-to-day running of store in line with Corporate Sales procedures
Provided advice and assistance to customers and co-workers, and ensured sales targets were achieved
Engaged with customers using suggestive selling skills in order to up-sale whenever possible
Zaxby’s November 2005- January 2010
Birmingham, Alabama
Customer Service Associate
Provided excellent customer service in order to guarantee loyal repeat clientele and positive WOM marketing
Maintained company standards regarding cleanliness and product readiness
Processed all monetary transactions in a time efficient manner
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