Critical Thinker, Problem Solver, Administrative

Jan M Wolfe

770-***-**** ***********@*****.*** Acworth, GA

Highly organized and detail-organized professional with a drive to exceed expectations. Works well independently and in a team, environment to deliver positive results. Fosters positive, productive working relationships with all levels of Management. Seeking to leverage skills and knowledge to contribute to team success.

Experience:

Customer Care Coach May 2015-October 2022

Gas South

• Identified and analyzed results outside the expected range and coached employees accordingly. Maintained and ensured associate data files were accurate, including payroll, personnel, and performance.

• Implemented a professional ability in developing rapport, conflict resolution, and interpersonal communication to ensure a better agent-experience.

• Redesigned procedures, and recommended innovative approaches to reduce handle times, creating a better customer experience, as well as, resulting in a 5% decrease in wait times.

• Engaged customers directly as needed to resolve escalated service issues or facilitate customer retention.

• Achieved customer satisfaction rating of 93% or above, consistently meeting company targets.

Customer Care Lead October 2013- May 2015

Gas South

• Engaged customers directly providing accurate and appropriate information to answer questions, troubleshoot or resolve complaints.

• Researched and resolved an average of 500-800 inquiries a week and consistently met performance benchmarks in all areas (average handle time, availability, accuracy, and volume.

• Spearheaded training materials designed to streamline processes and improve customer service demonstrating a firm commitment to teamwork, customer focus, and collaboration.

Customer Care Representative May 2010- October 2013 Gas South

• Responded to an average of 80-100 calls a day from customers with diverse backgrounds inquiring on issues such as billing inquiries, payment arrangements, and rate changes.

• Performed complex research and negotiated fee removal when appropriate.

• Successfully closed an average of 25 acquisitions a day consistently meeting department goals.

Skills:

• Highly Organized

• Problem Solving

• Excellent Time Management

• Critical Thinking

• Billing/Data Entry

• Ability to Communicate

Effectively

Awards:

• Coach of the Year 2019

• Coach of the Year 2020

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