Janae Graham
Customer Service Advisor
Clinton Township,MI
Summary
10+ years of Experience working in the customer service field , promoting policies and procedures, and attentiveness to members/customers ; while remaining highly attentive and skilled at providing a exceptional customer service experience ,while tackling new responsibilities and expectations as a Customer Service personnel.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Automotive Concierge Advisor
General Motors Co
10.2023 - Current
- Assisted Customer By Checking Warranty Coverages Such As Powertrain , Bumper To Bumper , Extended Warranty , Out Of Date Warranty Processes
- Knowledge Of Diagnostic Screening , Notating Issues Involving ABS Systems , Suspension , Braking , Electrical Systems , Transmission Issues , Vehicle Performance Impacting Issues
- Maintain 60/70 Caseloads Weekly Invokving Updating Customer, Reaching Out To Dealership For Repair Order Updates and ETA Of Ordered/Backordered Parts
- Sent Escalations To Aftersales Manager, Service Manager , District Service Manager , Regional Managers Pertaining To More Complex Issues Ex: Buyback, Repurchases , Part Delays Etc
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.
- Enhanced customer satisfaction by resolving warranty claims efficiently and effectively.
Inbound Customer Service Representative
PAPA INC. (REMOTE) WFH
10.2019 - Current
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Approved and terminated customer contracts upon request.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Attended telephone skills and program information training sessions to boost aptitude.
- Detailed payment options and explained price, receipt and billing details to customers.
Alarm/Video Surveillance Dispatcher
Guardian Alarm Security
05.2017 - 10.2021
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Dispatched Police/Fire/EMS Department If Necessary
- Medical Monitoring Dispatch For Those With Life Alerts
- Provided Retention Recovery For Those Who Want to Cancel Guardian Alarm Security Services
- Email/Chat with customer about requests with information about assistance and timeframes.
- Operated CCTV equipment, radios and equipment to reduce crime, deterrence, and fear of crime.
- Used ACC7 and Sureview , Platinum, and System Galaxy to record all incidents , including time, date and location of incidents.
- Schedule Work Orders For Customers Having issues with alarm system
- Handle Both Commercial and Residential Burglary Alarms
- Watched both live and recorded video surveillance footage.
- Operated and maintained surveillance equipment, for 103 sites , 91 PTZ cameras
- Investigated prior incidents on CCTV to prepare reports for local authorities.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Used police databases and computer systems to monitor, record and communicate information to appropriate police personnel.
- Reported any incidents immediately to local law enforcement.
- Monitored activities captured on cameras to inform authorities of suspicious activities.
- Recorded time, date and location of incidents.
Customer Service Specialist Team Lead
General Motors Co
03.2016 - 10.2020
- Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and Type needs.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Reviewed associate performance to identify training needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
Loss Prevention Specialist
Burlington Coat Factory
11.2009 - 03.2017
- Perform thorough cash audits and deposit investigations
- Train loss prevention staff, retail managers and store employees on loss control and prevention measures
- Collaborate with law enforcement in investigating and solving theft and fraud cases
- Develop and present training programs for clients and departments within company
- Use Sherlock software to monitor all associates And managers register activity Such as Returns,exchanges,gift cards, coupons , price checks to control internal theft possibilities
- Recorded Known Theft/Recovery items daily
- Supervised surveillance, detection and criminal processing related to theft and criminal cases
- Trained loss prevention staff, retail managers and store employees on loss control and prevention measures
- Oversaw inbound and outbound shipments through inventories and audits
- Monitored paperwork procedures to prevent error-related losses
- Landed positions of increasing responsibility based on expertise in loss prevention methods and store operations
Education
Bachelors Degree - Criminal Justice Administration
Wayne State University
Detroit, MI05.2016
Associate Degree - Criminal Justice W/ Concentration Probation&Parole
Henry Ford Community College
Dearborn, MI05.2014
Medical Diploma - Medical Assisting
Everest Institute
Southfield, MI05.2008
High School Diploma -
Harrison High School
Farmington Hills, MI06.2005
Skills
- 8 Years Of Automotive Background
- Warranty Claims
- Cost reduction
- Security measures
- Problem analysis and resolution
- Promotes Integrity and Empathy In Workplace
- Team Player
- Observant
- Skilled in conflict resolution
- Background in supervision and management
- Complaint resolution
- Creative problem solving
- Recordkeeping strengths
- Inbound and Outbound Calling
- Good communication skills
- Customer Relations
- Telephone etiquette
- Technical Support
- Administrative support
- High-volume call centers
- Written and oral communication
- LiveChat
- Teamwork and Collaboration
- Teambuilding
- Use Multiple Software Programs Genesys , Amazon Workspace , ADP/UKG, Microsoft Excel , LivePro , Zendesk
Certification
- Child/Adult CPR Certified
- Red Cross Certified
- Passed MCOLES Testing
- Passed Corrections Officer Exam
- Perfect Attendance Award (2014-2017)
- 3.89 GPA Overall
Timeline
Automotive Concierge Advisor
General Motors Co
10.2023 - Current
Inbound Customer Service Representative
PAPA INC. (REMOTE) WFH
10.2019 - Current
Alarm/Video Surveillance Dispatcher
Guardian Alarm Security
05.2017 - 10.2021
Customer Service Specialist Team Lead
General Motors Co
03.2016 - 10.2020
Loss Prevention Specialist
Burlington Coat Factory
11.2009 - 03.2017
Bachelors Degree - Criminal Justice Administration
Wayne State University
Associate Degree - Criminal Justice W/ Concentration Probation&Parole
Henry Ford Community College
Medical Diploma - Medical Assisting
Everest Institute
High School Diploma -
Harrison High School