Jasmine Fleming
Athens
Summary
Dedicated professional with over 5 years of experience in customer service and risk management. Expertise in managing complex inquiries, optimizing workflows, and implementing process improvements to enhance service quality. Proven ability to increase customer satisfaction and retention through effective team leadership and compliance adherence.
Overview
11
11
years of professional experience
Work History
Senior Resolution Specialist
Progressive
05.2022 - 04.2026
- Resolved complex customer concerns regarding billing, complaints, and accommodations to enhance customer satisfaction.
- Collaborated with departments to uphold company standards and best practices for improved service delivery.
- Tracked and followed up on requests to ensure timely completion and customer resolution.
- Adhered to company procedures while handling sensitive information.
- Mentored junior specialists, fostering skill development and knowledge sharing within the team.
- Led resolution initiatives to enhance customer satisfaction and streamline processes.
Fraud Prevention Representative
PSCU
08.2021 - 12.2021
- Analyzed and investigated over 100 potential fraud cases monthly, identifying risks and reducing fraud-related losses.
- Collaborated with cross-functional teams and stakeholders to enhance fraud detection protocols, strengthening overall security measures.
- Provided ongoing support to affected customers, resolving 95% of fraud-related inquiries within 48 hours, fostering customer trust and satisfaction.
- Remote
Chat Support Specialist
Sutherland
01.2021 - 05.2021
- Provided real-time assistance to clients, resolving inquiries on first interaction and contributing to high customer satisfaction.
- Delivered training on federal compliance and regulatory standards, enhancing customer understanding and satisfaction.
- Managed multiple live chat sessions simultaneously, maintaining a response time under 3 minutes and achieving a 98% customer satisfaction rate.
- Collaborated with internal teams to troubleshoot complex technical issues, improving resolution efficiency.
- Remote
Lead Teacher
Little Prodigies
Athens, Georgia
12.2019 - 01.2021
- Develop and implement crisis communication plans to effectively manage and mitigate potential reputational risks.
- Developed and implemented crisis communication plans to manage and mitigate reputational risks.
- Developed and implemented initiatives that enhanced employee engagement through effective communication.
- Ensured compliance of communication activities with legal and ethical standards, including privacy and confidentiality requirements.
Customer Service Representative
Dial America
Athens, Georgia
01.2016 - 10.2018
- Provided expert assistance to customers, resolving complex queries to enhance customer satisfaction.
- Provided expert assistance to customers, managing complex queries.
- Collaborated with team members to streamline order processing, resulting in faster service delivery.
- Tracked and documented customer interactions, maintaining accurate records in CRM for improved service continuity.
Supervisor
McDonalds
Athens, Georgia
06.2015 - 07.2016
- Trained and mentored new employees and improved overall team performance and customer satisfaction.
- Managed inventory and supply ordering while ensuring stock levels meet daily operational needs.
- Trained and mentored new employees and improving overall team performance and customer satisfaction.
- Oversaw scheduling and shift management, balancing labor costs with employee coverage during peak hours.
Education
High School Diploma -
Classic City High School
Athens, Georgia05-2016
Bachelor of Business Administration - Human Resources Management
Strayer University
12-2026
Skills
- Reporting documentation
- Data entry
- Microsoft Office 365
- System integration
- Conflict Resolution
- Critical Thinking
- Attention to Detail
- Data analysis
- Training and Development
- Multi-system navigation
- Employee training
- System management
Timeline
Senior Resolution Specialist
Progressive
05.2022 - 04.2026
Fraud Prevention Representative
PSCU
08.2021 - 12.2021
Chat Support Specialist
Sutherland
01.2021 - 05.2021
Lead Teacher
Little Prodigies
12.2019 - 01.2021
Customer Service Representative
Dial America
01.2016 - 10.2018
Supervisor
McDonalds
06.2015 - 07.2016
High School Diploma -
Classic City High School
Bachelor of Business Administration - Human Resources Management
Strayer University