Summary
Overview
Work History
Education
Skills
Timeline
Generic

Janay Lakes

Houston,TX

Summary

Dynamic Account Specialist with a proven track record at JP Morgan Chase, excelling in customer relationship development and account administration. Recognized for enhancing client satisfaction through effective problem-solving and exceptional service. Skilled in document management and adept at managing high-stress situations with professionalism, consistently achieving high first-call resolution rates.

Overview

11
11
years of professional experience

Work History

Account Specialist

JP Morgan Chase
06.2019 - Current
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Completed routine and complex account updates to resolve problems.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Resolved complex billing and payment issues for balanced, accurate accounts.

Healthcare Customer Service Representative

Anthem
04.2015 - 06.2019
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.

Customer Care Representative

Asurion
01.2014 - 04.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Utilized CRM systems to accurately track customer interactions and update account information.

Education

Nimitz High School

Skills

  • Account administration
  • Customer relationship development
  • Document management
  • Microsoft office proficiency

Timeline

Account Specialist

JP Morgan Chase
06.2019 - Current

Healthcare Customer Service Representative

Anthem
04.2015 - 06.2019

Customer Care Representative

Asurion
01.2014 - 04.2015

Nimitz High School

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