Janiyah Lawrence
Greenwood,MS
Summary
Detailed-oriented professional with 7.5+ years of experience and a proven knowledge of customer service, multi-site call center management, and productivity and performance management. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.
Overview
2
2
years of professional experience
Work History
Overnight Roadside Assistance Representative
AAA
02.2021 - 08.2021
- Provided outstanding service, acting as the primary point of contact for AAA customers
- Handled high volume incoming calls from customers throughout the United States and Hawaii regarding roadside assistance.
- Thoroughly and efficiently gathered customers information, assessing and fulfilling their needs.
- Used knowledge retention, attention to details, organizational skills, flexibility, friendliness, calm under pressure and effective communication skills
- Ensured estimates were handled accurately and timely
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Call Center Service Representative
ResultsCX
11.2020 - 01.2021
- Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Utilized negotiation skills to retain customers who consider canceling their service.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Checked to ensure that appropriate changes were made to resolve customers’ problems.
- Contacted customers to respond to inquiries or to notify them of investigation results or any planned adjustments.
- Resolved customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Overnight Call Center Agent
The TJX Companies, Inc.
05.2019 - 12.2020
- Promoted and met call handling standards in fast-paced call center environments.
- Documented information from callers to update records and notes current on issues.
- Met or exceeded individual productivity and quality assurance metrics.
- Communicated appropriate options to resolve issues and escalated higher-level issues to supervisor for immediate assistance.
- Responded to telephone inquiries and complaints using standard scripts and procedures.
- Handled collections flow of daily inbound and outbound calls with consistency and a calm demeanor.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved customer inquiries, complaints and issues providing helpful solutions.
- Handled escalated calls to reach positive outcomes.
- Communicated with clients over phone, email, and chat platforms.
Education
Bachelor of Arts - Sociology
Mississippi Valley State University
05.2025
High School Diploma - undefined
Holmes County Central High
Lexington, MS05.2015
Skills
Customer Service
Timeline
Overnight Roadside Assistance Representative
AAA
02.2021 - 08.2021
Call Center Service Representative
ResultsCX
11.2020 - 01.2021
Overnight Call Center Agent
The TJX Companies, Inc.
05.2019 - 12.2020
Bachelor of Arts - Sociology
Mississippi Valley State University
High School Diploma - undefined
Holmes County Central High