Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Janai Wright

Rockford,IL

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Quality Assurance Tester position. Ready to help team achieve company goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Chat agent/ Customer service

11.2019 - 05.2023
  • Take ownership of 50+ inbound calls and email inquiries from customers to assist with portal access, password resets, troubleshooting and escalations to senior management


  • Escalated customer payment issues to Tier 2 support to achieve quickest resolution and minimize wait times
  • Follow all company standards regarding paperwork, labor laws, cash management and loss prevention, and revenue
  • Provide a secure working environment in accordance with HIPAA standards and maintain a clean and organized accident-free work area
  • Review, audit, and electronically scan sensitive documents using specialized handling instructions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

Customer Service Representative

Hallcon
07.2016 - 08.2019
  • Skills to answer phones and assist customers with potential orders
  • Ability to multitask and communicate efficiently
  • Ensuring excellent customer service with efficiently planned schedules based on driver requests
  • Addressed all customer questions, creating detailed logs on requests and necessary assignment (type of order, time, location, etc.)
  • Excellent communication skills, remain calm under stressful emergency situations, be able to think clearly, and quickly take action with little supervision
  • Receiving emergency and non-emergency calls, monitoring driver logs

Greeter

Marshalls TJX Companies
10.2013 - 01.2016
  • Greet incoming customers entering store and thank exiting customers for shopping with the company
  • Calmly manage and resolve customer situations during shopping and checkout, including disorderly customers, and medical emergencies
  • Audit customer receipts and items in cart to mitigate theft and unauthorized removal of store products that have not been scanned
  • Communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
  • Ensures cleanliness of store's interior, exterior, restrooms, and all common areas that customers occupy
  • Supervises loading and off-loading of store deliveries and ensures access to entrances for personnel
  • Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses.

Sales Consultant

07.2009 - 05.2012
  • Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis
  • Planned the succession of exiting associates at all levels through employee training and mentoring promising associates
  • Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
  • Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.

Education

Bachelor of Science - Computer Science

Southern New Hampshire University
Hooksett, NH
05.2025

Skills

  • Programming Languages: Java, C#
  • User Acceptance Testing (UAT)
  • Scrum Methodology
  • Software Manual Writing
  • Develop Test Cases
  • Bug Tracking and Resolution
  • User Experience Design (UX)
  • Debugging
  • Agile
  • Python Programming
  • Learning Strategies
  • JavaScript Programming

Certification

Programming Foundations: Software Testing/QA

Learning the JavaScript Language

Introduction to Linux

Foundations of user design experience

Timeline

Chat agent/ Customer service

11.2019 - 05.2023

Customer Service Representative

Hallcon
07.2016 - 08.2019

Greeter

Marshalls TJX Companies
10.2013 - 01.2016

Sales Consultant

07.2009 - 05.2012

Bachelor of Science - Computer Science

Southern New Hampshire University

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Janai Wright