JANAE CADET
Summary
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, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Memebr Service Advocate
United Healthcare Group
10.2022 - Current
- Reduced wait times by implementing process improvements that streamlined workflow and increased productivity levels.
- Mentored junior advocates by sharing best practices, fostering professional growth within the team.
- Resolved customer issues through thorough dispute investigation.
- Served as a subject matter expert for colleagues seeking guidance on policy intricacies or problem-solving strategies.
- Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
- Resolved escalated member issues with diplomacy, tactfully navigating challenging situations while maintaining rapport with the customer.
- Trained new Member Service Advocates on company policies and procedures, leading to consistent service delivery across the team.
Transit Bus Operator
Broward County Transit
10.2019 - 02.2022
- Provided passenger assistance, collected fares and offered schedule and route information.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Transported customers to and from destination.
- Operated with safety and skill to avoid accidents and delays.
- Completed daily reports covering trip details, vehicle maintenance actions and reportable incidents.
- Protected passengers from harm and bus from excess damage by complying with traffic regulations.
- Followed schedules precisely to completely daily routes.
- Drove 50 -passenger shuttle bus to and from terminal
E-Commerce Customer Service Specialist
Sitel
10.2018 - 10.2019
- Answered live 50+ online chats to give quick answers and solve problems faster.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
Technical Support Advisor
Teleperformance
07.2017 - 09.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls.
Customer Service Representative
Iqor
12.2014 - 07.2017
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Hostess
Mulligans Bar & Grill
12.2013 - 11.2014
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen to inform customers of wait times and answer questions about food.
Medical Administrative Assistant
Kellers Health Care
05.2011 - 08.2012
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Organized paperwork such as charts and reports for office and patient needs.
- Called patients to confirm scheduled appointments day in advance.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Kept organized documentation of prescription refill information for office of 4 physicians.
- Coordinated customer service, patient scheduling and billing.
- Contacted patients regarding unpaid and underpaid accounts to resolve issues.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
Crew Member
Dunkin' Donuts
07.2010 - 02.2011
- Assisted other team members to achieve goals.
- Took orders, prepared meals and collected payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Conducted various administrative duties and errands.
- Handled lines and cables to tie and untie barges and boats.
- Addressed guest needs, questions or concerns to create optimum experience onboard.
- Worked well with teammates and accepted coaching from management team.
Guest Service Aide
Lauderdale By The Sea Resorts
04.2008 - 05.2010
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Designed employee work schedules to address complete operational needs.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Resolved service-related problems and documented actions in system.
Outbound Customer Service Representative
Abc Communications
03.2007 - 02.2008
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Maintained Salesforce records by logging prospecting activities, adding new contacts and updating account information with useful intelligence.
Sales Associate
Office Depot Inc
03.2006 - 04.2007
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Recommended accessories and complementary purchases to boost revenue.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Cashier Team Lead
CVS Pharmacy
03.2005 - 01.2006
- Monitored areas for security issues and safety hazards.
- Quickly and accurately counted drawers at start and end of each shift.
- Helped customers complete purchases, locate items and join reward programs.
- Facilitated and logged store opening, closing and shift changes.
- Communicated with customers and team members to solve problems.
- Operated POS cash register and equipment to collect payments.
- Answered customer questions and helped find specific items.
Education
Associate of Arts -
Everest Institute
Miami04.2012
High School Diploma -
Fort Lauderdale High School
Fort Lauderdale, FL06.2007
Skills
- High-volume call centers
- Documentation and reporting
- Product knowledge
- Call management software
- Performance metrics
- Written and oral communication
- LiveChat
- Typing 40 wpm
- Complaint resolution
- Customer relations skills
- Multitasking Abilities
- Problem-Solving
- Data entry proficiency
- Complaint Handling
- Policy Knowledge
- Cross-selling abilities
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved passing compliance scores through effectively helping review and correct compliance submission.
- Collaborated with team of 20+ in the development of Compliance Champs.
Certification
- Licensed Security D - 6/2018
- Basic Computer & Employment Skills Training - 06/2011
Timeline
Memebr Service Advocate
United Healthcare Group
10.2022 - Current
Transit Bus Operator
Broward County Transit
10.2019 - 02.2022
E-Commerce Customer Service Specialist
Sitel
10.2018 - 10.2019
Technical Support Advisor
Teleperformance
07.2017 - 09.2018
Customer Service Representative
Iqor
12.2014 - 07.2017
Hostess
Mulligans Bar & Grill
12.2013 - 11.2014
Medical Administrative Assistant
Kellers Health Care
05.2011 - 08.2012
Crew Member
Dunkin' Donuts
07.2010 - 02.2011
Guest Service Aide
Lauderdale By The Sea Resorts
04.2008 - 05.2010
Outbound Customer Service Representative
Abc Communications
03.2007 - 02.2008
Sales Associate
Office Depot Inc
03.2006 - 04.2007
Cashier Team Lead
CVS Pharmacy
03.2005 - 01.2006
Associate of Arts -
Everest Institute
High School Diploma -
Fort Lauderdale High School