Janae Rosser
Warren,OH
Summary
Dedicated and versatile professional with a background in customer service, quality control, delivery services, retail, and assisted living. Eager to leverage diverse skills and experiences in a customer service role to provide excellence to the company and develop strong relationships with customers.
Overview
14
14
years of professional experience
Work History
ICQA Inventory Control and Quality Assurance Associate
Amazon
10.2021 - 02.2024
- Conducted quality inspections on inventory to ensure accuracy and compliance with standards
- Maintained a 98% accuracy rate in volume correction and quality assurance
- Collaborated with warehouse team members to resolve inventory discrepancies and improve processes
- Utilized data analysis tools to identify trends and areas for improvement in inventory management
- Utilized systems such as Slack to communicate with team members and management to improve warehouse operations
- Inspected returned products and utilized ticketing systems to resolve customer-related complaints.
Customer Service Representative
Huntington Bank Call Center
07.2021 - 10.2021
- Assisted customers with account inquiries, processed payments, and handled fraud and dispute cases
- Provided exceptional customer service by addressing concerns and resolving issues promptly and accurately, or transferred customers to the proper department adhering to the company's 'First Call Resolution' policy
- Demonstrated strong knowledge of banking products and services to effectively meet customer needs
- Handled a minimum of 80 calls a day and followed call time and queue procedures to assist as many customers as possible while remaining empathetic to each customer's unique circumstances
- Upheld the security and confidence of every customer's account while adhering to verification and fraud policies.
Mail Carrier
United States Postal Service (USPS)
08.2017 - 07.2021
- Delivered mail on designated routes while adhering to safety and customer confidence protocols
- Ensured timely and accurate delivery of mail to recipients
- Maintained a high level of professionalism and customer service while interacting with customers along the route
- Performed office duties and utilized ticketing systems to reach out to customers to resolve complaints, or transferred cases to the proper department
- Worked with other team members to ensure routes were completed within designated time frames, especially in cases of inclement weather and/or short staffing.
Direct Care Technician
Connections in Ohio, Behavioral Health Assistance
04.2014 - 10.2018
- Assisted clients with daily living activities including personal care, housekeeping, and cooking
- Administered medications according to medical professional instructions
- Planned activities and outings to help improve quality of life
- Updated paperwork as necessary and communicated with house managers and medical professionals about progress and/or needed changes to clients' living plans
- Exercised patience, understanding, and empathy while resolving behavioral conflicts.
Senior Cashier/Front-End Coordinator
Giant Eagle
08.2010 - 07.2017
- Processed register transactions accurately and efficiently
- Stayed up-to-date with store products, sales, and policies to provide informed assistance to customers
- Delivered top-tier customer service by addressing inquiries and resolving issues promptly
- Worked in other departments as needed to assist productivity in case of short staffing
- Maintained a clean and safe environment for customers and team members
- Received ongoing training to adhere to safety procedures and new store policies.
Education
Bachelor of Arts in Psychology (Child and Adolescent Development Concentration) - Psychology
Southern New Hampshire University
Hooksett, NH08.2027
GED -
Akron OH
06.2010
Skills
- Strong attention to detail
- Excellent problem-solving skills
- Effective communication and interpersonal abilities
- Proficient in computer systems including inventory management systems, Microsoft Office, Cloud systems, Slack, and ticketing systems
- Ability to work independently and as part of a team
- Organization skills
- Warehouse operations
- Payment processing procedures
- Customer confidence and security procedures
- Call center operations
- Time management
- Product knowledge
References
Available upon request
Timeline
ICQA Inventory Control and Quality Assurance Associate
Amazon
10.2021 - 02.2024
Customer Service Representative
Huntington Bank Call Center
07.2021 - 10.2021
Mail Carrier
United States Postal Service (USPS)
08.2017 - 07.2021
Direct Care Technician
Connections in Ohio, Behavioral Health Assistance
04.2014 - 10.2018
Senior Cashier/Front-End Coordinator
Giant Eagle
08.2010 - 07.2017
Bachelor of Arts in Psychology (Child and Adolescent Development Concentration) - Psychology
Southern New Hampshire University
GED -
Akron OH