Janaya Holland
Philadelphia,PA
Summary
Accomplished Customer Service Clerk at USPS, adept in payment processing and fostering customer loyalty through exceptional service excellence. Demonstrated ability to manage high-volume transactions and resolve complex issues, enhancing customer satisfaction. Proven leadership in training peers and achieving top-notch performance, significantly contributing to operational success.
Overview
12
12
years of professional experience
Work History
Customer Service Clerk
USPS, United States Postal Service
05.2019 - Current
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
- Issued receipts and processed refunds, credits, or exchanges.
- Organized efficient service responses by directing visitors and callers to correct personnel.
- Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
- Provided thorough product knowledge to assist customers in making informed decisions on purchases.
- Built strong relationships with customers, fostering trust and loyalty through exceptional service.
- Kept front check out area clean and organized for efficient service.
- Resolved escalated customer complaints with empathy and professionalism, ensuring satisfactory resolutions.
- Maintained up-to-date knowledge of company policies, procedures, and products to better serve customers.
Customer Representative
Optum, UnitedHealth Group
09.2017 - 04.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Front Desk Receptionist
Step By Step, Inc.
10.2017 - 04.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Healthcare Technician
Aiken Regional Med Center
09.2015 - 09.2017
- Managed patient intake and discharge processes, ensuring a seamless and organized transition between care settings.
- Improved patient care by accurately recording and communicating vital signs to medical staff.
- Promoted a positive healing environment by actively engaging and interacting with patients during their recovery process.
- Increased patient comfort by promptly responding to call bells and addressing individual needs or concerns.
Cashier Team Lead
Sam's Club
06.2012 - 08.2015
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
Education
Medical Assistant Certification - Medical
Lincoln Tech
Philadelphia, PA08.2015
High School Diploma -
Excel Academy
Philadelphia, PA06.2012
Skills
- Payment Processing
- Record preparation
- Customer service excellence
- Product Knowledge
- Quality Assurance
- Complaint Handling
- CRM Software
- Records Management
- Account updating
- Receipts balancing
- Refunds processing
- Computer Proficiency
Timeline
Customer Service Clerk
USPS, United States Postal Service
05.2019 - Current
Front Desk Receptionist
Step By Step, Inc.
10.2017 - 04.2018
Customer Representative
Optum, UnitedHealth Group
09.2017 - 04.2019
Healthcare Technician
Aiken Regional Med Center
09.2015 - 09.2017
Cashier Team Lead
Sam's Club
06.2012 - 08.2015
Medical Assistant Certification - Medical
Lincoln Tech
High School Diploma -
Excel Academy