Jasmine McCloud
Augusta
Summary
Experienced Customer Service Representative and Help Desk Professional with over 8 years in fast-paced environments. Expertise in troubleshooting customer issues, managing service requests via ticketing systems, and providing timely updates on resolutions. Strong communication, organizational, and problem-solving skills enhance support delivery and maintain high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Medical Associate
Teleperformance USA
Augusta, GA
03.2015 - 05.2020
- Developed and maintained strong relationships with healthcare professionals to drive product awareness.
- Delivered effective product presentations to diverse audiences, enhancing understanding of medical benefits.
- Trained and mentored junior representatives on best practices in sales techniques and territory management.
- Conducted regular follow-ups with clients to ensure satisfaction and identify additional sales opportunities.
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
- Improved product knowledge for team members through regular training sessions and workshops.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative / Help Desk Specialist
T-Mobile
Augusta, GA
01.2020 - Current
- Provided professional customer support via phone, email, and chat while maintaining excellent customer satisfaction.
- Managed customer support tickets from creation to resolution using ticketing systems, ensuring accurate tracking and timely responses.
- Assisted customers with account access, password resets, system navigation, and general troubleshooting.
- Investigated customer issues, identified root causes, and documented detailed case notes.
- Escalated complex technical issues to appropriate departments, maintaining communication with customers for timely follow-up and resolution updates.
- Managed multiple customer requests while meeting productivity and performance goals.
- Coordinated with cross-functional teams to efficiently address and resolve customer concerns, enhancing overall service delivery.
- Followed company procedures, service level agreements (SLAs), and quality standards.
- Maintained professionalism and empathy while resolving difficult customer situations.
Education
High School Diploma -
Butler High School
Augusta, GA05-2010
Associate of Science - Cybersecurity
University of Phoenix
Phoenix, AZ08-2027
Skills
- Help Desk Support
- Ticketing System Management
- Technical Troubleshooting
- Incident Documentation
- Problem resolution updates
- Email and chat support
- Client assistance
- CRM & Customer Management Software
- Microsoft Office Suite
- Attention to Detail
- Team Collaboration
- Critical thinking
- Strong Verbal & Written Communication
- Conflict resolution
Personal Info - Email
Jascelinam@gmail.com
Timeline
Customer Service Representative / Help Desk Specialist
T-Mobile
01.2020 - Current
Customer Service Representative Medical Associate
Teleperformance USA
03.2015 - 05.2020
High School Diploma -
Butler High School
Associate of Science - Cybersecurity
University of Phoenix