Jan Gillum

• Responsible for professionally responding to client

inquiries, troubleshooting, and providing the information

to resolve our clients' concerns

• Use critical thinking and problem-solving skills to resolve a

wide variety of issues

• Manage escalation cases with professionalism and a focus

on client satisfaction

• Mentor team members to improve the departments overall

success and client satisfaction

• Work with internal team members via phone, email, and IM

to escalate system and client issues

• Work on projects as assigned by my Manager/Supervisor

such as training and development of newly hired account

Representatives.

• Correctly document all work in all systems.
• Serve as the client advocate and am responsible for the client

satisfaction based on task ownership and accurate resolution

in a call center environment.

• Manage a high volume of tasks that require me to leverage

various resources to identify the client's need, clarify and

communicate information.

• Research issues and provide effective resolution while

Keeping the client's satisfaction at the core of every decision

and behavior.

• Received several written accolades from customers as well as

from Leadership.

• Provided digital support to subscribers of various newspapers with digital apps and devices.
• Efficiently and effectively respond to customers' issues via phone, email and chat..
• Accurately post credit\debit\ banking information via proprietary software systems.
• Extend superior customer service within a Call Center

Environment

* Collected customer feedback and made process changes to

exceed customer satisfaction goals.