Customer Service Technical Support
Resume:
Work History
Customer Service
Supervisor
Janice
Gorman
Contact
Address
Kannapolis, NC, 28083
Phone
**********@*****.***
WWW
https://bold.pro/my/janice-
gorman-240*********/482r
Skills
Excellent Communication
Written Communication
Problem-solving aptitude
Staffing and scheduling
Analytical Skills
Performance Management
Team Collaboration
Scheduling proficiency
Quality Assurance
Documentation expertise
Schedule Coordination
Training Coordination
Timekeeping abilities
Call Monitoring
Training Management
Technical Support
Coaching and Mentoring
Proactive professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Call Center Supervisor
Navient Xtend Healthcare Services
Supervise staff and operations of Customer Service Contact Center Team/Department
Accountable for providing effective supervision of assigned staff to ensure efficient and cost-effective operation Customarily and regularly directs work of 40+ employees Make decision or recommendations concerning hiring, firing, advancement, promotion or other changes of employee's status
Provide effective supervision, leadership, guidance motivation to staff to ensure that all goals and objectives are met
Receives and responds promptly and accurately to all customer inquiries and complaint via telephone that have escalated to Supervisory level
Ensure adherence to customers experience and
departments quality and compliance guidelines through regular side by sides, observed listening, and floor presence Ensure that staff has necessary information, knowledge, and training to efficiently perform all job responsibilities Monitor and assess staff performance and administer feedback daily, monthly and yearly
Monitor, review and provide regular feedback to staff on quality and quantity of work produced
Coaches and trains specialists consistently in areas such as communicating prompt service options to customers, taking inbound call questions as well as outbound calls for follow up, completion of needed and accurate information in courteous and professional manner to customers
Provide ongoing guidance, feedback, and motivation to staff to ensure exceptional performance and maximum utilization of resources
Review TO requests and timesheets for approval/denial Review and administer quality and compliance checks as required by department on daily basis including
administering regular monthly scorecard assessments and PDA ad needed
Ensure all necessary measured scored for agents are input on monthly basis
Trained new agent/s as well as tenure agents in customer service call quality and call handling
Report Writing
Reporting skills
Information tracking
Languages
Tagalog
Native or Bilingual
English
Native or Bilingual
Assists Human Resources/Talent Acquisition Team in their On-boarding new hire process
Interacted with agents using email/chat ticketing system Zendesk and Teams
Customer Relationship Management (CRM) and Workforce Management (WFM).
Developed and implemented customer service policies and procedures
Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services
Oversaw employee performance to foster accurate
prioritization and achievement of sales and productivity goals
Reduced average handle time through the implementation of effective call handling techniques and scripts
Enhanced team performance with consistent coaching, feedback, and development opportunities
Collaborated with training team to boost product support and certification training initiatives
Maintained open lines of communication between
management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation Collaborated with other departments for seamless
coordination in addressing customer concerns, resulting in faster issue resolution
Streamlined call center operations for increased efficiency by implementing new scheduling and workforce
management strategies
Managed scheduling for agents and product specialists to foster increased productivity
Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels
Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Reduced personnel turnover by developing and
implementing performance evaluations to support
corrective action planning
Optimized resource allocation by accurately forecasting call volumes and staffing needs based on historical trends Maximized employee retention, fostering a supportive work environment and offering growth opportunities
Member Service Advocate
Businessolver
Facilitate Member-level enrollment calls during each scheduled shift
Ensure quality customer service support given to each member
Meet service center metrics outlined by Supervisor Adhere to outlined processes to success
Answer broad range of inbound calls (in support of clients) in professional, energetic, and positive manner
Respond accurately and thoroughly to caller inquiries and document call detail accordingly
Resourceful and creative problem solver who can
constructively work with members of team to find solutions Ensure compliance in all areas of processing, completing all transactions timely and accurately
Take accountability for entire process from receipt of work to resolution
Work under general supervision following established procedures
Experienced in FSA, HSA, HRS, Cobra, MCM, HRIS, HIPAA etc. Business Co-Owner
JLo's Boba Tea
Manage the financial and expenses of the company
Manage financial, day-to-day and inventory of the
company
Process and collect payment from customers on day-to-day basis.
2023-05 -
Current
Business Co-Owner/Manager
All About Homes Inspections, LLC
Manage the financial and expenses of the company
Correspond and coordinate day-to-day scheduling of home inspections with clients
Processing and collecting payments
Correspond, coordinate and account balances/receivables with client as needed
Handle all day-to-day account level communications with the clients
Receive information and/or emails from clients
Send emails/requests/discuss by phone for information to clients as needed.
2014-08 -
2023-04
Business Owner (ecommerce Business)
Angel Touch Essentials, LLC
Owner and responsible in day-to-day order processing, collaborating with vendors and managing of the company
(Ecommerce)
Manage the financial and expenses of the company
2009-06 -
2017-12
Processing and collecting payments globally
Handle all day-to-day account level communications with the clients
Receive information and/or emails from clients
Send emails/requests/discuss by phone for information to clients as needed.
WFM Technical/Chat/Email Support
Representative
TeleNetwork
Provide technical support assistance to businesses and consumers for hardware, software and Internet services by phone
Maintain accurate records of customer information to track customer's call history and report recurring problems Discuss additional products and services customers as needed.
2014-02 -
2014-05
Technical Support/Chat/Email/Helpdesk
Supervisor
I. T Department TRG Philippines
Dispatched & monitored of tickets for the technicians Send emails/requests/discuss by phone for information to clients as needed
Provide technical support to the clients and to company users
Correspond and coordinate technician schedules and clients
Handle all day-to-day account level communications with the clients
Receive information and/or emails from clients
Send emails/requests/discuss by phone for information to clients as needed
Supervise helpdesk assistants and intern students and administrative support to the I.T
Manager
Performs exceptional Customer Service Ethics.
2006-03 -
2008-05
Technical Support/MIS Staff/Data Entry
Coordinator
R. Sabella Marketing Corporation
Maintaining all computers both hardware and software and provide technical support to all POS users
Encoding, updating, bar-coding and monitoring the
incoming and outgoing items from the warehouse to Mall stores using the database master file
Download and upload the master file database, sales, pullout and deliveries from the store then the main office server through PC Anywhere connection.
2005-04 -
2006-01
2004-03 - Technical Customer Care Representative
Education
Convergys Philippines Services Corporation
Representing the company's client to their customers by handling calls promptly, interacting with the customers to determine their needs by providing consistent, high-quality service and accurate information to the customers
Performed the seven values of the company.
2005-04
TS/CS Representative/Helpdesk/Office
Assistant/Data Entry Coordinator
Compuware Technologies Corporation
Provide/handles technical phone support, customer
concerns, complaints and other inquiries (hardware & software)
Support Clients via modem using PC Anywhere software Prepare different kinds of receipts (NSDR, DR, POR, SUR and Demo R.) for delivery use
Correspond, coordinate and account balances/receivables with client as needed
Handle all day-to-day account level communications with the clients
Receive information and/or emails from clients
Send emails/requests/discuss by phone for information to clients as needed
Prepare training materials and users manuals
Encode and summarize service report
Implement store preventive maintenance scheduling clients database (menu, employee, report, and etc.)
2002-04 -
2004-03
Technical Support/Chat/Email/Office
Assistant/Data Entry Coordinator
iWEB Corporation
Troubleshoot clients/users issue about connection
Organized owner's schedule and meetings
Verify account balances (Verification Status) with client as needed
Handle all day-to-day account level communications with clients
Receive information and/or emails from clients
Send emails/requests/discuss by phone for information to clients as needed
Find efficient effective resolutions to client account situations.
1998-11 -
2002-04
Bachelors in Science in Computer Science
Adamson University - Philippines
1997-06 -
2024-05
Contacts
Hobbies
Kannapolis, NC, 28083
I love outdoor and I enjoy playing sand volleyball twice a week!
Contact this candidate