Jasmine Allen

Promoted from Operations Specialist into Client Approval Specialist role within 6 months based on performance and decision accuracy. Review and resolve high-complexity mortgage client approval cases requiring cross-functional coordination.

Built and deployed a voice support assistant using the Claude API with serverless AWS infrastructure, IP-based rate limiting, and conversation history management. Developed and launched five production web applications using Next.js, TypeScript, and AWS.

Promoted within 3 months to the Escalations Team for consistently resolving complex cases in a high-volume environment. Maintained a 95%+ customer satisfaction rating while managing 50+ daily escalations across phone, email, and internal systems.

Managed international client accounts, maintaining accurate billing and operational integrity across multiple regions. Built and maintained a training database that eliminated 2-day knowledge transfer delays during onboarding.

Built and maintained internal web applications in C#, ASP.NET, and JavaScript supporting a 50-person call center. Improved portal UX by resolving system bugs and redesigning interface elements for operational efficiency.

Provisioned and deployed PCs, laptops, and tablets for on-site and remote users including hardware, software, and network configuration. Maintained a comprehensive inventory of all NSF endpoint devices across the organization.

Developed internal tools and web features using Java, JavaScript, HTML/CSS, MS SQL, and SharePoint. Supported business readiness testing and system integration during new platform rollouts.

Supported end users across Windows, Mac, iOS, and Linux environments. Managed mobile device deployments and maintained MDM configurations using Microsoft Intune and Azure.

Verified guest access to residence halls and served as first response for resident concerns and complaints. Tracked lost items, maintained the nightly log, and escalated incidents to law enforcement when necessary.

Provided technical support for hardware, software, and systems issues via phone and email for global users. Escalated complex and high-priority issues to appropriate support teams and logged all cases in ticketing system.

Served as primary point of contact for CAEN service issues via phone, email, live chat, and in-person support. Assisted in developing internal tools and documentation to improve help desk efficiency.

Provided customer service on the sales floor, answered product questions, and promoted key features to meet sales goals. Maintained inventory and prepared merchandise displays within assigned area.

Completed a certificate in JavaScript Algorithms and Data Structures from December 2021 to January 2022.

Completed a Java Developer Bootcamp in Computer Software Engineering from June 2018 to September 2018.

Earned a Software Engineering Certificate in Information Technology in 2018.

Studied Computer Science at Eastern Michigan University from 2014 to 2017.

Studied Architecture at the University of Michigan from 2010 to 2014.