Janez McLaurin

Newport News, VA ***** • 757-***-**** • adygoi@r.postjobfree.com

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Skills

Resolving Problems and Incidents

Active Listening

Collaborative Team Player

Highly Professional

Organizational Skills

Multitasking and Prioritization

Help Desk Support

Attention to Detail

Conflict Resolution

Positive and Upbeat

Communication and Interpersonal Skills

Dependability and Honesty

Traffic Laws and Regulations

Safe Driving Practices

Customer Relationships

Safety

Strong Working Relationships

Drive Vehicles

Work History

Fleet Driver, 07/2022 to Current

Avis Budget Group – Newport News, VA

Submitted required daily, weekly and monthly compliance reports. Drove assigned vehicle to deliver and pick up products. Maintained acceptable driving record, current driver's license and applicable endorsements. Documented mileage, deliveries, pickups, customer issues and damages. Promoted customer satisfaction by addressing or escalating concerns for quick resolution. Minimized company liability and risks to loads by obeying traffic laws. Identified mechanical issues, completed basic repairs and reported serious concerns to management.

Customer Support Agent, 11/2021 to 03/2022

Faneuil

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Responded to customer requests for products, services and company information. Provided primary customer support to internal and external customers. Consulted with outside parties to resolve discrepancies and create expert solutions. Evaluated account and service histories to identify trends, using data to mitigate future issues. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Retained existing clients and developed 100's of new accounts by extending high quality and efficient support service.

Technical Support Specialist, 08/2018 to 12/2020

IBEX Global

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Documented transactions and support interactions in system for future reference and addition to knowledge base.

Collaborated with supervisors to escalate and address customer inquiries or technical issues. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Resolved 50 technical support inquiries per day.

Analyzed computer and software issues to identify troubleshooting methods needed for quick remediation.

Removed malware, ransomware and other threats from laptops and desktop systems. Helped streamline repair processes and update procedures for support action consistency. Manager of Operations, 09/2009 to 03/2018

KRAVE

Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadlines.

Partnered with vendors and suppliers to effectively manage and budget. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.

Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.

Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Provided exceptional customer service to customers, increasing customer loyalty 94% Education

Bachelor of Science: Criminal Justice, 06/2018

Wyotech University - Tampa - Tampa, FL

Associate of Science: Criminal Justice, 03/2015

Corrithans - Tampa, FL

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