JASMINE HARP

• Handled and promptly resolved customer complaints to maintain professional relationships.
• Followed up on customers' inquiries to assess satisfaction with provided solutions.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Utilized positive communication to encourage team and promote integrity and respect.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Educating customers to renew policies by implementing customer retention strategies to increase loyalty and retaining business.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Trained new personnel regarding company operations, policies and services.

Professional Achievements:

• Consistently Exceeds KPIs: Demonstrated exceptional performance by consistently surpassing all Key Performance Indicators (KPIs) set for the customer growth retentions team.
• Recognition for Value-Add Calls: Received frequent commendation and recognition from team leaders for consistently promoting high-value calls, showcasing a deep understanding of policies, and effectively communicating the benefits to customers.
• Contributions to Team Leadership: Actively involved in team leadership responsibilities by assisting team leaders in running huddles, providing guidance during critical discussions, and facilitating process walkthroughs for fellow team members.
• Implementation of BCP Retention Coding Process: Spearheaded the implementation of a new Retentions (BCP) coding process for the entire Customer Support Team (CST). Successfully executed the process within Fetch, leading to improved efficiency and streamlined operations.

• Responding efficiently and accurately to callers and explaining possible solutions, ensuring that customers feel supported and valued.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Keeping records of all conversations in our call centre database in a comprehensible way
• Utilizing software, databases, scripts and tools appropriately
• Making recommendation for products or policy coverages that may better suit customer and their pet's needs, whilst educating them in a customer friendly way.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

Professional Highlights:

• Retentions Space Expertise: Received specialized training in the retentions space, demonstrating a strong grasp of strategies and techniques to retain and grow customer relationships.
• Finance Task Proficiency: Acquired comprehensive training in finance tasks, showcasing versatility and an ability to handle various aspects of customer care, including financial inquiries and tasks.
• Talent Acquisition Involvement: Actively participated in the hiring process by assisting in reviewing candidates' resumes and conducting initial phone interviews. Contributed valuable insights to the recruitment process, identifying candidates with the potential for success and recommending them for further consideration.

• Determined specific needs and provided most appropriate level of services for patient well-being.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Documented residents' mental status, sleep and eating patterns in medical record books.
• Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
• Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
• Built strong relationships with clients to deliver emotional support and companionship.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Collaborated with healthcare providers to drive continuity of care.

• Monitoring individual’s conditions
• Prepare and maintain records of client’s progress and services performed, reporting changes to client condition to manager or supervisor
• Supporting people with social and physical activities
• Following health and safety guidelines
• Completed psychosocial evaluations and needs assessments.
• Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
• Kept detailed daily logs with care actions, patient behaviours, and incidents.
• Adhered to company requirements for patient interactions and care standards.
• Monitored client vital signs, administered medications, and tracked behaviours to keep healthcare supervisor well-informed.

• Pleasantly greeted customers and provided prompt and courteous service.
• Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out"
• Monitored customers demonstrating suspicious actions to support inventory loss prevention objectives.
• Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
• Tallied cash drawer at beginning and end of each work shift.
• Checked personal identifications during alcohol and tobacco sales.
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels.

• Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
• Educated patients by giving oral hygiene, plaque control and postoperative instructions.
• Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
• Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
• Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
• Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
• Documented patient dental health information, medical history and vital signs for future reference.

• 105.3 NEWFM & 2HD
• Assist at major events and promotional work
• Provide food and beverage services to customers.
• Greeted customers with smile and provided friendly, knowledgeable service.
• Provided information about current and future events at facility.
• Maintained energy and enthusiasm in fast-paced environment.

• Sales
• Operate cash registers and accept payment
• Cater for individual orders
• Package goods for customers
• Price, stack, and display items for sale
• Maintain store clean, tidy and attractive
• Be aware of health, safety and welfare issues and practices.