Janay Lakes
Houston,TX
Summary
Dedicated and results-driven professional with over 13 years of experience across healthcare support, property management, and financial services. Adept at managing customer relationships, handling complex inquiries, and providing solutions in fast-paced environments. Proven ability to deliver exceptional service and support, improve operational efficiency, and contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Account Specialist III
JP Morgan Chase
11.2019 - 11.2024
- Managed a diverse portfolio of accounts, providing support for high-net-worth individuals and businesses
- Delivered exceptional customer service, resolving account issues, and ensuring customer satisfaction
- Analyzed account activity, identified trends, and worked with clients to develop financial strategies and solutions
- Collaborated with internal teams to streamline processes and improve client experience, resulting in increased efficiency
- Trained and mentored new team members, contributing to overall department knowledge and performance
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve over 2000 problems per month.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
Property Manager
Public Storage
04.2015 - 11.2019
- Oversaw day-to-day operations of a large self-storage facility, ensuring smooth and efficient operations
- Managed 500 or more customer inquiries, rental contracts, and billing, delivering high levels of customer service and satisfaction
- Responsible for facility maintenance, security, and inventory management, ensuring safety standards and operational excellence
- Implemented marketing strategies that led to increased occupancy rates and revenue growth
- Led a team of staff, providing training and support to ensure quality service and adherence to company policies
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Healthcare Support Specialist
APAC
05.2011 - 04.2015
- Provided high-quality customer support to healthcare clients, assisting with claims, troubleshooting, and product inquiries
- Worked closely with 100- 200 healthcare providers to resolve issues related to healthcare devices and services
- Processed sensitive health-related information in compliance with HIPAA regulations
- Delivered product training and support, ensuring clients received maximum benefit from their devices and services
- Consistently received positive feedback for customer service and problem-solving abilities
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
Some College (No Degree) - English
Prairie View A&M University
Prairie View, TXSkills
- Customer Service Excellence
- Account Management
- Financial Services
- Property Management
- Conflict Resolution
- Problem Solving
- Sales Support
- HIPAA Compliance
- Data Analysis
- Strong Communication Skills
- Attention to Detail
- Proficiency in Data Entry
- Software Time Management
- Communication Skills
- Problem-Solving Abilities
- Data Entry
- Document Management
- Quality Assurance
Timeline
Account Specialist III
JP Morgan Chase
11.2019 - 11.2024
Property Manager
Public Storage
04.2015 - 11.2019
Healthcare Support Specialist
APAC
05.2011 - 04.2015
Some College (No Degree) - English
Prairie View A&M University