Jasmine Jackson
Selkirk
Summary
Resourceful administrative professional with strong experience in office management, customer service and database management. Demonstrates comprehensive knowledge of GDPR and relevant regulations to maintain accurate and compliant records. Creative problem-solver keeps office running smoothly.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Analyst III Infrastructure Services
DXC Technology
2024.11 - Current
- Managed helpdesk queries efficiently, leading to improved customer service ratings.
- Assisted in new software implementation projects, resulting in improved productivity.
- Installed and configured computer systems for optimised performance.
- Handled high volume of chats whilst maintaining quality standards.
- Explained technical concepts using clear and concise language.
- Researched tech trends and issues to inform business planning.
- Liaised closely with other IT teams to resolve complex issues efficiently.
- Achieved swift resolution of system malfunctions through detailed troubleshooting.
Secondment NHS call handler
Hinduja Global Solutions
2024.04 - 2024.07
- Conducted calls professionally and politely to maintain excellent service standards.
- Booked covid-19 vaccination appointment for vulnerable citizens.
- Dealt with high-volume calls competently to meet service targets whilst offering friendly, efficient customer service and handled challenging situations with ease.
- Acted as first point of contact for customers to resolve potential issues with appointments.
- Employed strong healthcare and systems knowledge to handle booking enquiries.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Complaint Handler
Hinduja Global Solutions
Selkirk, The Scottish Borders
2023.05 - 2024.07
- Worked with regulatory bodies to ensure correct actions were being taken and used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Handled telephone, email and mailed correspondence politely, promptly and professionally recording information about inquiries and complaints within internal database.
- Escalated urgent, complex or technical cases following established procedure by actively listening to complaints to identify finer details.
- Took ownership for customer correspondence to deliver exceptional customer service levels.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Helped to prevent further recurrence of recorded issues by recommending corrective action.
- Resolved complaints requiring escalation using advanced conflict management skills.
- Identified root causes of complaints through effective questioning.
Correspondence Advisor
Hinduja Global Solutions
Selkirk, The Scottish Borders
2023.01 - 2023.05
- Wrote professional letters, emails and made outbound calls for customer communication and recorded customer information and interactions.
- Attended regular product training to enhance customer advice.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Increased customer retention by building instant rapport and establishing customer trust.
- Achieved daily performance targets, aiding department progression towards goals.
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Used targeted questioning techniques to determine customer needs and appropriate support.
Subject Matter Expert
Hinduja Global Solutions
Selkirk, selkirkshire
2022.09 - 2023.05
- Directed team in producing diverse work with word processing and desktop publishing applications.
- Delivered new hire training and mentored established staff on processes and procedures maximising compliance and consistency.
- Updated office management on team's activities and progress at weekly meetings.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Liaised with third party agencies to ensure successful resolution of complex issues, including broadband and home phone issues.
- Facilitated continuity of service, documenting and tracking all issues and call transactions in CX one.
- Accurately determined support level required by gathering customer and technology information.
- Received and resolved customer complaints escalated by staff.
- Briefed and motivated staff to deliver daily operational requirements.
- Deescalated internal conflict and implemented motivational techniques.
Technical Support Advisor
Hinduja Global Solutions
Selkirk, selkirkshire
2020.06 - 2022.09
- Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences.
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance and created knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
- Offered bespoke solutions to tackle security and performance issues.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Created assessment reports of equipment issues and resolutions using operational data.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate..
- Communicated technical concepts to customers clearly by phone, email and online chat.
Front of House Team Member
Happy Gathering
selkirk, selkirkshire
2018.07 - 2018.11
- Elevated guest experiences by delivering tailored, personalised customer service.
- Maintained attractive, clean and orderly spaces, creating a welcoming atmosphere for customers.
- Greeted customers warmly and professionally on arrival, promptly directing to allocated tables.
- Operated POS systems effectively, accurately processing numerous customer bill payments.
- Prepared lobby areas for guest use, maintaining clean, comfortable reception environments.
- Alerted kitchen teams to specific guest criteria, including preferences, food allergies and intolerances.
- Provided friendly, courteous service and attentively took orders, guiding customers on menu choices, allergy advice and chef recommendations.
- Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
Education
Scottish Qualifications Certificate - English
Borders college
Galashiels, The Scottish BordersScottish Qualifications Certificate - Care: Human Development and Behaviour
Borders College
Galashiels, The Scottish BordersScottish Qualifications Certificate - Child Development
Borders college
Galashiels, The Scottish BordersScottish Qualifications Certificate - Play in Early Education and Childcare
Borders College
GalashielsScottish Qualifications Certificate - Understanding and Using Ingredients
Borders College
Galashiels, The Scottish BordersScottish Qualifications Certificate - Personal Developments: Practical Abilities
Selkirk High School
Scottish BordersScottish Qualifications Certificate - Problem Solving
Selkirk High School
Scottish BordersScottish Qualifications Certificate - Personal Development: Practical Abilities
Borders College
Galashiels, The Scottish BordersScottish Qualifications Certificate - Literacy
Borders College
Galashiels, The Scottish BordersScottish Qualifications Certificate - General Studies
Selkirk High School
Selkirk, The Scottish BordersSkills
- Employee management
- Data collection and analysis
- Strategic consulting
- End-user training
- Zendesk and ServiceNow expertise
- Diagnostic software proficiency
- Technical support specialist
- Technical documentation comprehension
- Infrastructure and telecommunications knowledge
- Exceptional customer service etiquette
- Written communication skills
Certification
- BPSS cleared
- SC cleared, valid until 12/03/2032
References
References available upon request.
Timeline
Analyst III Infrastructure Services
DXC Technology
2024.11 - Current
Secondment NHS call handler
Hinduja Global Solutions
2024.04 - 2024.07
Complaint Handler
Hinduja Global Solutions
2023.05 - 2024.07
Correspondence Advisor
Hinduja Global Solutions
2023.01 - 2023.05
Subject Matter Expert
Hinduja Global Solutions
2022.09 - 2023.05
Technical Support Advisor
Hinduja Global Solutions
2020.06 - 2022.09
Front of House Team Member
Happy Gathering
2018.07 - 2018.11
Scottish Qualifications Certificate - English
Borders college
Scottish Qualifications Certificate - Care: Human Development and Behaviour
Borders College
Scottish Qualifications Certificate - Child Development
Borders college
Scottish Qualifications Certificate - Play in Early Education and Childcare
Borders College
Scottish Qualifications Certificate - Understanding and Using Ingredients
Borders College
Scottish Qualifications Certificate - Personal Developments: Practical Abilities
Selkirk High School
Scottish Qualifications Certificate - Problem Solving
Selkirk High School
Scottish Qualifications Certificate - Personal Development: Practical Abilities
Borders College
Scottish Qualifications Certificate - Literacy
Borders College
Scottish Qualifications Certificate - General Studies
Selkirk High School