I’m Jasmine Sagum, a customer service and operations professional with nearly 10 years of experience supporting customers and business operations in healthcare, telecommunications, and e-commerce.
My experience includes customer support, appointment scheduling, lead generation, CRM documentation, follow-ups, administrative support, issue resolution, and team coordination. I’m comfortable handling phone, email, and chat communication while keeping customer information and tasks organized and up to date.
What I bring to a remote team is reliability, initiative, and a genuine customer-first mindset. I’m used to working in fast-paced environments, managing priorities, handling sensitive customer concerns, and finding practical solutions without needing constant supervision.
I’m always willing to learn new systems and processes, and I take ownership of my work from start to finish. My goal is simple: make the customer experience better while helping the business stay organized, responsive, and efficient.
Completed a four-year BSIT program focused on technology, computer systems, software, and problem-solving.
Handled inbound and outbound sales and lead generation for a pharmacy services account supporting ExactCare Pharmacy. Engaged prospective and existing patients through professional conversations, explained the benefits and services available, addressed questions and concerns, and guided qualified patients through the next step of the process by transferring them to ExactCare Pharmacy for further assistance.
• Conducted outbound calls to potential and existing patients to introduce pharmacy services and identify their needs.
• Handled inbound inquiries and assisted patients by providing clear and accurate information about available pharmacy services and benefits.
• Used consultative communication and active listening to understand patient needs and explain how the pharmacy service could support them.
• Built rapport and trust with patients while addressing questions, concerns, and objections professionally.
• Persuaded and educated qualified patients about the value and benefits of the service without using a high-pressure sales approach.
• Qualified leads based on patient needs, eligibility, interest, and applicable account or service requirements.
• Successfully guided interested and qualified patients through the next step by completing warm transfers to ExactCare Pharmacy's patient service team.
• Maintained accurate customer and lead information using CRM and internal systems.
• Documented call outcomes, customer interactions, lead status, and transfer details accurately.
• Followed established processes, quality standards, and applicable guidelines when handling patient-related conversations and information.
• Worked toward key performance goals including lead generation, conversion, call quality, productivity, successful transfers, and customer experience.
• Handled customer conversations with empathy, patience, professionalism, and a strong focus on creating a positive experience.
Led and supported customer service operations for the T-Mobile Voice and Non-Voice accounts at TTEC, providing day-to-day guidance to Customer Service Representatives while monitoring team performance, handling escalations, and driving customer satisfaction. Worked closely with agents and management to improve KPI performance, address customer concerns, and turn negative customer experiences into positive outcomes.
• Led and supported a team of Customer Service Representatives handling T-Mobile Voice and Non-Voice customer interactions.
• Managed customer escalations and assisted agents with complex or sensitive concerns to ensure timely and appropriate resolution.
• Conducted regular coaching sessions and provided constructive feedback based on individual performance, quality results, customer interactions, and areas for improvement.
• Explained team metrics and KPIs clearly, helping agents understand performance expectations, productivity goals, quality standards, and customer satisfaction targets.
• Monitored team performance and identified gaps or trends requiring coaching, action plans, or additional support.
• Reviewed customer survey results and followed up with dissatisfied customers who participated in post-interaction surveys.
• Personally contacted dissatisfied customers to better understand their concerns, address unresolved issues, provide appropriate solutions, and rebuild trust in the brand.
• Applied customer recovery and de-escalation techniques to turn negative experiences into more positive customer outcomes whenever possible.
• Documented customer feedback and identified recurring concerns that could be addressed through coaching, process improvement, or operational action.
• Conducted team huddles and coaching discussions to communicate updates, reinforce processes, and share best practices.
• Collaborated with Managers and support teams regarding escalations, performance trends, customer feedback, and operational concerns.
• Supported achievement of key business metrics including Customer Satisfaction (CSAT), quality, productivity, attendance, service levels, and other operational KPIs.
• Promoted a customer-focused and performance-driven team environment while maintaining professionalism, accountability, and consistent service standards.
Provided Customer Resolution Expert (CRE/Analyst) support for the T-Mobile Voice and Non-Voice accounts at TTEC, handling complex and escalated customer concerns while also supporting team-level reporting, customer insight analysis, and business review activities. Worked closely with Team Leaders and Managers to identify root causes, analyze customer feedback, and provide insights that supported operational improvements and better customer experiences.
• Handled complex customer concerns and escalated cases, including sensitive deceased customer account cases, while following appropriate account-handling procedures and maintaining professionalism and confidentiality.
• Provided support across both Voice and Non-Voice operations, assisting with difficult cases, process questions, and resolution strategies.
• Investigated customer concerns and analyzed account and case information to determine appropriate resolutions and identify recurring issues.
• Prepared and ran team-level reports to track customer experience trends, performance insights, and areas requiring attention.
• Conducted Root Cause Analysis (RCA) on customer detractors to identify common issues, process gaps, and key drivers affecting customer satisfaction.
• Analyzed detractor insights and customer feedback to help Team Leaders and Managers understand performance trends and improvement opportunities.
• Consolidated findings and key insights for management reports, presentations, and business reviews.
• Assisted Managers and Team Leaders in preparing business review materials by providing accurate data, trends, observations, and supporting insights.
• Collaborated with leadership and support teams to identify recurring concerns and recommend opportunities for process and customer experience improvement.
• Maintained accurate case documentation and reporting while following T-Mobile and TTEC policies, procedures, quality standards, and data-handling requirements.
• Supported frontline representatives by providing guidance on complex cases, resolution procedures, and customer concerns.
• Used CRM, internal systems, and reporting tools to research cases, analyze information, maintain records, and support operational reporting.
• Communicated analytical findings clearly to leadership and translated customer feedback into actionable insights.
• Contributed to maintaining customer satisfaction, quality, productivity, and timely case resolution while supporting overall team performance.
Provided Subject Matter Expert (SME) support for the T-Mobile Voice account at TTEC, assisting Customer Service Representatives with complex customer concerns, process questions, and account-related issues. Served as a reliable point of support for the team while helping maintain service quality, accuracy, and productivity.
• Provided real-time support and guidance to Customer Service Representatives handling complex customer interactions and account concerns.
• Assisted agents with T-Mobile processes, policies, procedures, troubleshooting, and appropriate resolution steps.
• Helped research and resolve escalated customer issues while ensuring accurate information and proper documentation.
• Served as a point of contact for agent questions regarding account handling, systems, procedures, and difficult customer scenarios.
• Supported new and existing team members by sharing process knowledge, best practices, and effective customer service techniques.
• Reviewed customer interactions and provided constructive guidance to help improve quality, compliance, and customer experience.
• Collaborated with Team Leaders and other support teams to address recurring issues and ensure consistent process adherence.
• Maintained strong knowledge of T-Mobile products, services, systems, and account processes to provide accurate and timely assistance.
• Helped the team meet key performance expectations, including quality, customer satisfaction, productivity, and resolution targets.
Provided voice-based customer support for the T-Mobile account at TTEC, assisting customers with mobile services, account concerns, billing inquiries, and service-related issues. Delivered professional and personalized support while identifying customer needs, troubleshooting concerns, and providing accurate solutions.
• Handled inbound customer calls regarding mobile services, account information, billing concerns, and service issues.
• Assisted customers with account-related requests while following T-Mobile and TTEC policies, procedures, and service standards.
• Troubleshot customer concerns by asking effective questions, identifying the root cause, and providing appropriate solutions.
• Explained products, services, account information, and processes clearly to customers with different needs and levels of technical understanding.
• Maintained accurate customer information and interaction records using CRM and internal systems.
• Escalated complex or unresolved concerns to the appropriate team while ensuring proper documentation and customer communication.
• Demonstrated active listening, empathy, patience, and professional communication when handling challenging customer interactions.
• Worked toward key performance metrics including customer satisfaction, quality, productivity, attendance, and call-handling efficiency.
Provided voice and email customer support for the Macy’s online shopping account, assisting customers with orders, product inquiries, account concerns, payments, deliveries, returns, and other e-commerce-related requests. Focused on providing accurate solutions and a positive customer experience while handling multiple concerns efficiently.
• Handled inbound customer calls and email inquiries related to online orders, products, payments, shipping, deliveries, returns, and account concerns.
• Assisted customers with order status, order changes, cancellations, returns, refunds, and delivery-related issues.
• Researched customer concerns and provided accurate, timely solutions while following Macy’s and Concentrix policies and procedures.
• Used CRM and internal systems to access customer information, review order details, document interactions, and update account records.
• Communicated product, order, and service information clearly through both voice and written channels.
• Demonstrated empathy, patience, and active listening when handling customer complaints and challenging situations.
• Escalated complex issues to the appropriate department when necessary and provided complete documentation for proper follow-up.
• Maintained accuracy, professionalism, productivity, quality, and customer satisfaction while managing a high volume of customer interactions.
Helping customers feel heard, resolving concerns, and creating positive experiences that build trust
Supporting daily operations with accurate data, reporting, documentation, coordination, and admin support.
Leading teams through coaching, KPI support, performance monitoring, and solutions that improve results.
Managing CRM records, reporting, documentation, data, and digital tools to support smooth operations.
Supporting patients with clear communication, service guidance, needs assessment, and compassionate care.
Generating and qualifying leads through consultative sales, customer engagement, and effective follow-up.
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Assisting sellers and buyers in marketing and purchasing property for the right price under the best terms REVA
