Janasia Tomlin
Killeen,TX
Summary
Organized Call Center Agent offering 8 -year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.
Overview
8
8
years of professional experience
Work History
Remote Call Agent
Jack Henry & Associates
01.2021 - 05.2024
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Assisted in the development of new hires by sharing best practices, contributing to a strong team dynamic from the start.
Call Center Agent
GC Services
02.2019 - 12.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
Remote Call Agent
HGS
02.2016 - 01.2019
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Education
No Degree - General Education
Central Texas College
12.2024
High School Diploma -
Harker Heights
06.2014
Skills
- Quality Assurance
- New Agent Training
- Data Gathering
- Customer Communication
- Good Listening Skills
- Problem-Solving Skills
- Call center experience
- Answering questions
- Customer communications
- Gathering information
- Goal-Oriented
- Interpersonal Skills
Timeline
Remote Call Agent
Jack Henry & Associates
01.2021 - 05.2024
Call Center Agent
GC Services
02.2019 - 12.2020
Remote Call Agent
HGS
02.2016 - 01.2019
No Degree - General Education
Central Texas College
High School Diploma -
Harker Heights
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