Jasmine Holley
Hyattsville
Summary
Customer-focused professional with 7+ years of experience delivering high-quality service in fast-paced environments, complemented by a background in youth mentorship and college readiness support. Brings operational experience in inventory management and payroll data processing, with strong attention to detail and organization. Holds a Bachelor’s degree in Biology with hands-on laboratory and research experience, applying analytical skills and scientific knowledge to support data-driven and lab-based work
Overview
9
9
years of professional experience
Work History
Call Center Service Representative
Kaiser Permanente
01.2026 - 04.2026
- Schedule, reschedule, cancel, and verify appointments using decision trees and approved scheduling tools
- Verify member eligibility and benefits, establish medical record numbers when needed, and assist with membership card requests
- Route messages and clinical concerns appropriately, including after-hours referrals to on-call providers or care teams
- Manage incoming calls to regional operator line, directing calls to the correct departments
- Use tools such as kp.org waitlists, referral consultant lists, and secure messaging platforms to support care access
- Maintain proficiency in navigating the electronic medical record ( EMT) to gather information and enter accurate documentation
- Support secured communications via chat, text, or approved KP technology platforms
Call Center Representative
United States Patent and Trademark Office
07.2023 - 2026
- Maintain high levels of professionalism while interacting with customers via phone or email.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Utilize knowledge base to answer inquiries from customers quickly and effectively.
- Monitor call queues in order to prioritize incoming calls by urgency or importance level.
- Follow standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Prepare patent packages to be shipped to customer efficiently.
Call Center Representative
American Job Center
01.2020 - 05.2023
- Provides job seekers with the resources necessary to advance their careers and connects potential employers with those looking to enter the workforce.
- Responsibilities include scheduling appointments, confirming requested services, and providing solutions to a variety of program-related queries.
- Manages a high volume of calls while providing quality customer service.
Enrollment Specialist I ( Thrive Ambassador)
Kaiser Permenente
09.2024 - 12.2024
- represented an account manager or associate account manager on location at onsite open enrollment, wellness, and new employee orientation events
- Assisted with educating and informing members and prospects about Kaiser Permanente and its products
- Assisted with Delivering formal presentations to employees and prospective members
- Assisted colleagues with resolving customers routine questions and concerns about benefits and services
Research Assistant
UDC
- Conducted investigations into the toxicity of Per- and Polyfluoroalkyl substances (PFAS), synthetic chemicals prevalent in several industrial and consumer products.
- Analyzed the toxic effects of PFOA and PFOS on PC-3 cell lines, which are critical in understanding potential human health impacts such as liver damage and increased asthma risk.
- The findings concluded that PFOA exhibited less toxicity than PFOS, providing valuable insights into the comparative hazards of these widely-used substances.
Program Assistant (Operations)
Marion Barry Leadership Institute
01.2017 - 01.2020
- Fostered the professional growth of young leaders.
- Responsibilities included designing and delivering college readiness programs, facilitating exposure to a wide array of career options, and supporting the acquisition of postsecondary education and professional opportunities.
- Effectively managed inventory and maintained payroll information.
Education
B.S. - Biology
University of the District of Columbia
Washington, DC05.2023
Skills
- Customer service
- Community and youth engagement
- Project and budget management
- Milestone and deliverable tracking
- Resource development and dissemination
- Meeting planning and logistical support
- Complaint Resolution
- Appointment Scheduling
Additional Information
6 years of experience in project management, customer service, academic research, strategic communication, and resource development and dissemination
Timeline
Call Center Service Representative
Kaiser Permanente
01.2026 - 04.2026
Enrollment Specialist I ( Thrive Ambassador)
Kaiser Permenente
09.2024 - 12.2024
Call Center Representative
United States Patent and Trademark Office
07.2023 - 2026
Call Center Representative
American Job Center
01.2020 - 05.2023
Program Assistant (Operations)
Marion Barry Leadership Institute
01.2017 - 01.2020
Research Assistant
UDC
B.S. - Biology
University of the District of Columbia