Janasia Tomlin
Killeen
Summary
Organized Call Center Agent with a strong background in sales and customer service. Successfully balanced high call volumes while ensuring customer satisfaction and maintaining accurate records. Demonstrated effective communication skills and problem-solving abilities, contributing to positive customer experiences and efficient office operations.
Overview
10
10
years of professional experience
Work History
Remote Call Center level 1 agent
Warfighting Acquisition University
Fort Belvoir
01.2024 - Current
- Responded promptly and accurately to queries via email and telephone, ensuring a positive experience for potential applicants.
- Guided students through application procedures and requirements, enhancing their understanding and readiness.
- Engaged prospective students during campus events and information sessions, fostering interest in academic programs.
- Maintained updated knowledge of all academic programs offered at the institution.
Office Manager
Inbesi Counseling & Life Care
07.2024 - 01.2026
- Maintain calendars for senior management, ensuring accurate scheduling of appointments, meetings, and conferences.
- Manage daily administrative operations, including scheduling meetings, handling correspondence, and organizing office files.
- Process and track invoices, expense reports, and purchase orders to support budget management.
- Created and maintained accurate databases of client information, vendor contracts, and project records to support efficient office operations.
- Handle confidential and sensitive information with discretion and in compliance with company policies.
- Greeted visitors and managed incoming calls, ensuring professional communication and prompt inquiry resolution.
- Assisted in preparing meeting materials, including agendas and minutes, to facilitate organized and productive discussions.
Remote Call Agent
Jack Henry & Associates
01.2021 - 05.2024
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- 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.
- Showed respect and friendliness while assisting customers to foster positive interactions.
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, supporting data integrity for future reference.
- Carried out day-to-day duties accurately and efficiently.
- Learned new skills and applied them to daily tasks, enhancing overall efficiency.
- Adapted work schedule to include nights, weekends, and holidays to meet operational needs.
- 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
Copperas Cove
02.2019 - 12.2020
- Provided exceptional customer service by leveraging product knowledge to create welcoming, positive experiences.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Served numerous customers daily with friendly, attentive service, enhancing overall customer interactions.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- 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.
- Displayed empathy and understanding in difficult situations, diffusing tension and achieving 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
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Enhanced customer satisfaction by resolving inquiries efficiently and addressing concerns promptly.
- Built strong customer relationships with empathetic communication and active listening skills.
- Responded to customer inquiries with patience and positivity, creating strong first impressions for lasting customer relationships.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained accurate records of customer interactions to support data integrity for future reference and analysis.
Education
General Education -
Central Texas College
Killeen, TX12-2025
High School -
Harker Heights High School
Harker Heights, TX06-2014
Skills
- Call center experience
- Call management
- Customer Communication
- Answering questions
- Information gathering
- Data collection
- Problem solving
- Results-Driven
- Service Quality
- Team Collaboration
- Active listening
- Interpersonal skills
Timeline
Office Manager
Inbesi Counseling & Life Care
07.2024 - 01.2026
Remote Call Center level 1 agent
Warfighting Acquisition University
01.2024 - Current
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
General Education -
Central Texas College
High School -
Harker Heights High School