JANICA TAYLOR OFILE

SUMMARY

Houston, TX

318-***-****

adtmfi@r.postjobfree.com

Goal-oriented, resourceful and self-driven professional with an inherent interest in Customer Service role. Proven ability to identify customer needs and provide recommendations that solve problems and enhance capabilities. Excels at building and maintaining customer relationships through strong account management skills. Well-versed in developing and implementing client services policies and determining ways to measure satisfaction and improve services. Known for taking ownership of clients’ issues and following problems through to prompt resolution. Particularly effective in developing and implementing service procedures, policies, and standards.

Customer Service

Problem Resolution

Process and Service Improvement

Leadership Development

Actionable Insights Identification

Accounting Support

Critical & Analytical Skills

Client Liaison

Performance Planning

PROFESSIONAL SKILLS

Ability to enhance clients’ service experience by creating engages clientele and facilitate organic growth.

Proficient in managing clients’ accounts and ensuring total satisfaction at all times.

Conversant with strategic planning and implementing of core customer service plans.

Excel in preparing and examining account documentation to assess the accuracy and completeness of accounting records.

Guarantee maximum and efficient service delivery without risking high standard of excellence and client satisfaction.

Other: Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), Managing, Typing skills 50 WPM

PROFESSIONAL EXPERIENCE

Customer Support Representative Feb 2018 - Present

Prosphere Tek

Handle 100-150 calls and emails to assist with troubleshooting orders, accounts, and devices

Assists with investigating, reviewing, and resolving customer complaint escalations from internal and external sources

Utilizes multiple systems to resolve problems on customer accounts

Respond to support request from end users to assist with all troubleshooting needs on customer’s account

Compose emails to internal and external clients and provides correct, current information to the field and customer

Collections Representative Oct 2017 – Feb 2018

GIS Technician

Handling 70-80 incoming calls and makes outbound collection calls to encourage payments and cure outstanding past due account balances to avoid further delinquency

Respond to customer inquiries regarding loss mitigation options

Help customers with payment arrangements that relieve them of outstanding debt balances with the company

Provide payment arrangements, settlements, or other tools appropriate to the situation

Customer Service Representative March 2013 - Oct 2017

Teleperformance

Handle 70-80 inbound and outbound calls managing accounts and assisting with any billing assistance

Process payments on customer accounts as well as help customers understand payment options to ensure a positive experience

Participate in activities designed to improve customer satisfaction and business performance

Assisted customers with technical support on their equipment and services

Ensure all equipment is working properly by using tools and resources provided

Research and resolve customer disputed transaction via systematic input

Identify, investigate, research and provide resolution to user questions and problems

EDUCATION

Blue Cliff College June 2010

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