Customer Service Training Specialist

Jasmine C Robinson

Phoenix, AZ 973-***-**** *******************@*****.***

Professional Summary

Enthusiastic and experienced Customer Service & Training Specialist with over 7 years of experience driving performance, developing training programs, and leading customer support operations. Known for blending empathy, strategic communication, and data-driven insights to coach teams and improve workflows. Adept in both remote and in-person environments, with a background in healthcare, logistics, and client services. Certified Esthetician, adding a unique perspective on customer care and attention to detail. Professional Experience

Content & Training Specialist (Hybrid)

One Medical (Mission Control) – Remote/Phoenix, AZ January 2022 – Present

● Lead training programs for support specialists across digital healthcare operations using CI-CARE and Lean principles

● Facilitate skills coaching and deliver performance feedback to improve service consistency and patient satisfaction

● Develop onboarding materials, SOPs, and process documentation via OneSource

(internal intranet)

● Act as liaison between member support and leadership teams, escalating issues and recommending process enhancements

● Support contact center operations, track KPIs, and report training compliance to drive continuous improvement

● Tools used: RingCentral, NICE inContact, G Suite, EHR systems Esthetician Student

The Studio of Beauty – Phoenix, AZ

March 2021 – December 2021

● Completed esthetics training with emphasis on client communication, skincare treatments, and service excellence

● Delivered hands-on services while practicing professionalism and building client relationships

● Gained experience in time management, consultation, and comfort-focused client care Customer Service Representative

ONE CALL CONCEPTS – Piscataway, NJ

March 2020 – February 2021

● Handled high-volume inbound calls and scheduled appointments in a fast-paced call center

● Managed customer accounts and resolved inquiries with attention to detail and empathy

● Maintained accurate documentation and ensured high customer satisfaction Customer Service Representative

Bridgecrest – Mesa, AZ

February 2019 – September 2019

● Supported customers via phone, email, and live chat for billing and order inquiries

● Provided end-to-end service resolution and documentation

● Trained new hires on CRM systems and customer interaction protocols Scheduler

SubteachUSA – Paragould, AR

August 2017 – December 2018

● Scheduled substitute teachers and maintained records of school district placements

● Collaborated with staff to ensure coverage and operational continuity Reverse Logistics Clerk

NIKE – Memphis, TN

January 2015 – June 2017

● Supported logistics team by managing documentation and data using SAP & DCMS

● Organized indexed records, retrieved data efficiently, and ensured process compliance Student Loan Collector

Regional Adjustment Bureau – Memphis, TN

August 2013 – December 2014

● Negotiated student loan payments with borrowers in a call center environment

● Maintained thorough documentation and followed compliance protocols Certifications

● Licensed Esthetician – Arizona State Board of Cosmetology, Issued December 2021

Key Skills

● Training & Facilitation

● Coaching & Performance Feedback

● Contact Center Operations

● Customer Experience Strategy

● Process Improvement (Lean, CI-CARE)

● SOP Development

● CRM & Call Center Tools (RingCentral, NICE inContact)

● G Suite, Microsoft Office

● EHR & Intranet Content Management

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