Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
Jana' Tullis-Raphael

Jana' Tullis-Raphael

Atlanta,GA

Summary

Experienced Customer Service Representative with 20 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Overview

17
17
years of professional experience

Work History

Auto Initial Loss Report Specialist

State Farm
Sandy Springs, GA
07.2022 - 04.2023
  • Handles inbound calls in a fast-paced environment to take loss reports ensuring prompt routing to other teams, providing a remarkable customer experience.
  • Communicating with customers in a courteous manner using approved scripts via phone and written correspondence.
  • Working in a collaborative team environment while meeting quality standards as well as being accountable to their team, their work and their schedule.

Customer Services Rep/Call Center

Verizon Wireless
Alpharetta, GA
01.2014 - 07.2022
  • Provide world-class customer service in every interaction for optimal call center performance and customer satisfaction.
  • Handle a high volume of inbound calls and make outbound calls to existing customers, per day.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Addressed customer account discrepancies and concerns.
  • Met customer call guidelines for service levels, handle time and productivity.

Hotel Night Auditor

Starwood Hotels & Resorts
Atlanta, GA
02.2006 - 01.2014
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Performed nightly updates to room charges and rates.
  • Balanced hotel accounts and resolved discrepancies.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Education

High School Diploma -

Santaluces Community High School, Lantana, FL

Skills

  • High-Volume Environments
  • Understanding Customer Needs
  • Microsoft Office
  • Written and Oral Communications
  • Good Listening Skills
  • Call Controlling
  • Customer Support
  • Call Center Operations
  • Documenting Calls
  • Customer Correspondence
  • Billing Adjustments and Refunds
  • Calm and Professional Under Pressure

Accomplishments

  • Customer Service
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Skills

Administrative, Call Center, Customer Satisfaction, Customer Service, Excel, Office, Power Point, Microsoft Word, Office Equipment, Receptionist, Phone,  Galaxy, Lightspeed, Delphi, E-Proposals, Site Visits

Timeline

Auto Initial Loss Report Specialist - State Farm
07.2022 - 04.2023
Customer Services Rep/Call Center - Verizon Wireless
01.2014 - 07.2022
Hotel Night Auditor - Starwood Hotels & Resorts
02.2006 - 01.2014
Santaluces Community High School - High School Diploma,

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Jana' Tullis-Raphael