Janae Rugnao
Phoenix,AZ
Summary
Dynamic customer service professional with extensive experience at Wells Fargo, excelling in complaint handling and problem resolution. Proven track record of enhancing customer satisfaction through effective communication and empathy. Adept at utilizing CRM software to streamline processes and foster strong client relationships, ensuring high retention rates and repeat business.
Overview
9
9
years of professional experience
Work History
CSR
Wells Fargo
05.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Merchant Service Specialist
Corporate Tools
01.2020 - 03.2023
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Oversaw launch of e-commerce platform, expanding market reach and increasing sales channels.
- Developed strong relationships with vendors to secure exclusive merchandise, enhancing store uniqueness.
Account Manager
Discover
02.2018 - 06.2019
- Addressed client needs promptly to improve satisfaction.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Oversaw a varied portfolio of accounts, facilitating prompt communication.
- Prevented potential loss of valuable clients through effective issue resolution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
Front Desk Receptionist
Haven of Phoenix
12.2016 - 02.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Education
GED -
American Literacy
Phoenix, AZ08.2018
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Computer proficiency
- Flexible and adaptable
- Excellent communication
- Problem resolution
- Remote experience (4 years)
Timeline
CSR
Wells Fargo
05.2024 - Current
Merchant Service Specialist
Corporate Tools
01.2020 - 03.2023
Account Manager
Discover
02.2018 - 06.2019
Front Desk Receptionist
Haven of Phoenix
12.2016 - 02.2018
GED -
American Literacy
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