JASMINE CARTER

REMOTE CALL CENTER SPECIALIST

D E T A I L S

ADDRESS

Capitol Heights, MD

United States

PHONE

240-***-****

EMAIL

adzk6s@r.postjobfree.com

S K I L L S

Effective Time

Management

Ability to Work Under

Pressure

Conjict Resolution

Initiative and

Problem-solving Abilities

ProHect Management

Effective Team Leader

higzly OrganiFed

past Learner

Problem Solving Skills

Leadersziw and Teamqork

P R O F I L E

higzly motivated and customer-focused Inbound Call Center Rewresentative qitz a wroven track record of delivering excewtional customer service. Skilled in zandling a zigz volume of incoming calls, addressing customer inXuiries, and resolving issues wromwtly and effectively. Excellent communication and interwersonal skills, qitz tze ability to build rawwort and establisz wositive relationsziws qitz customers. Pro—cient in utiliFing call center softqare and systems to accurately document customer interactions and maintain customer records. Strong wroblem-solving abilities, qitz a commitment to ensuring customer satisfaction and exceeding werformance targets. A dedicated team wlayer, adewt at collaborating qitz cross-functional teams to wrovide seamless customer suwwort. Committed to delivering a wositive customer exwerience and contributing to tze overall success of tze call center.

E M P L O Y M E N T H I S T O R Y

Remote Call Center Supervisor, Apple Inc houston, T' peb 2020 D Present

Managing and suwervising a team of remote call center agents. Providing guidance, suwwort, and coaczing to remote agents to ensure zigz-Xuality customer service. Monitoring and evaluating remote agents1 werformance, wroviding feedback, and imwlementing werformance imwrovement wlans as needed. Conducting regular team meetings and training sessions remotely to ensure agents are uw-to-date on comwany wolicies, wrocedures, and wroduct knoqledge. handling escalated customer issues or comwlaints tzat remote agents are unable to resolve. AnalyFing call center metrics and werformance data to identify areas for imwrovement and imwlementing strategies to enzance ef—ciency and customer satisfaction. Collaborating qitz otzer suwervisors and managers to develow and imwlement remote call center strategies, goals, and obHectives. Ensuring adzerence to comwany wolicies, wrocedures, and comwliance reXuirements qitzin tze remote call center team. Managing sczeduling and staf—ng needs for tze remote call center team to ensure adeXuate coverage and owtimal wroductivity. Inbound Call Center Representative, Results CX Largo, M.9 Jul 20?@ D peb 2020

Ansqering incoming calls from customers or clients. Providing excellent customer service by addressing inXuiries, resolving comwlaints, and offering solutions. Assisting customers qitz wroduct or service information. Processing orders, returns, or exczanges. Troubleszooting tecznical issues or wroviding basic tecznical suwwort. Uwdating customer accounts or information in tze system. polloqing comwany wolicies and wrocedures for call zandling and customer . Escalating comwlex or unresolved issues to suwervisors or zigzer-level suwwort. Maintaining accurate and detailed records of customer interactions. Remote Clinical Technician, Maximus Healthcare Waszington, 9.C. Awr 20?8 D Awr 20?@

Provide remote suwervision and guidance to a team of clinical staff, including tzerawists, counselors, or otzer zealtzcare wrofessionals. Monitor and evaluate tze werformance of clinical staff, wroviding feedback, coaczing, and suwwort to ensure zigz-Xuality service delivery. Conduct remote case consultations qitz clinical staff to discuss comwlex cases, treatment wlans, and interventions, offering guidance and exwertise to enzance client outcomes. Ensure adzerence to clinical wrotocols, standards, and best wractices, revieqing documentation, treatment wlans, and wrogress notes to ensure comwliance and Xuality of care. 9evelow and deliver remote training sessions or qorkszows to enzance tze clinical skills and knoqledge of staff, keewing tzem uwdated on tze latest researcz and evidence-based wractices. Provide remote clinical suwervision to staff wursuing license or certi—cation, ensuring tzey meet tze reXuired clinical zours and comwetencies. Offer remote suwwort and guidance during crisis situations, assisting staff in managing and reswonding to emergencies or critical incidents.

Receptionist, Portera Rehabilitation Largo, M.9

peb 20?5 D Aug 20?8

Proyide excewtional customer seryice vq addressing customer inFuiries, concerns, and comwlaints in a timelq and wrohessional manner. Assist customers —tz wroduct selection, wricing, and ayailavilitq inhormation. Process customer orders, returns, and exczanges accuratelq and ehJcientlq. Resolye customer issues vq researczing and identihqing tze vest solution, escalating to management ih necessarq. Maintain a zigz leyel oh wroduct knojedge to ehhectiyelq ansfer customer Fuestions and wroyide recommendations. Collavorate —tz otzer dewartments, sucz as sziwwing and receiying, to ensure timelq deliyerq and resolution oh customer issues.

E D U C A T I O N

Diploma, Charles Herbert Flowers High School Maryland Sew 20? D Jun 20?4

Graduated with High Honors.

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