Jasmine Munoz
Customer Support Representative @Clever Inc.
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WORK HISTORY
Customer Support Representative @Clever Inc.
KEY ACHIEVEMENTS: Resolved High Volume of Support Tickets:Managed and closed an average of 60–75 daily tickets with a 98% customer satisfaction rate, providing timely, empathetic support to K–12 educators and administrators across the U.S.Maintained SLA Excellence:Achieved 100% compliance with service-level agreements (SLAs) for response and resolution times, directly contributing to team performance metrics and customer retention.Collaborated Cross-Functionally for Product Improvement:Worked closely with product and engineering teams to escalate and document 20+ recurring bugs, ensuring timely fixes and advocating for user-centered platform enhancements.Simplified Technical Communication:Translated complex technical issues into clear, actionable steps for non-technical users, improving user confidence and reducing repeat inquiries.Reduced Ticket Volume through Self-Service Resources:Contributed to a 15% decrease in ticket volume by identifying common issues and updating internal help center articles and FAQs with relevant solutions.Documented Support Interactions Thoroughly:Maintained accurate, organized records of 100% of support cases, enhancing team transparency and improving internal knowledge sharing.Built Trusted Relationships with Clients:Established strong rapport with educators and IT professionals by providing reliable, friendly, and personalized support, fostering ongoing trust in Clever’s services.
EDUCATION
University of Central Florida
Bachelor's degree, Elementary Education and Teaching
ABOUT JASMINE MUNOZ
Customer Success | Proactive Communication | Escalation Management | EdTech Enthusiast…
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