Janaya Nails Fumbanks
Converse
Summary
Customer-focused professional with experience providing inbound customer support, resolving account and billing concerns, troubleshooting issues, and delivering exceptional service in fast-paced call center and retail environments. Skilled in problem-solving, de-escalation, multitasking, and building positive customer relationships while maintaining accuracy and professionalism.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Conduent
San Antonio
04.2025 - 07.2026
- Handle inbound customer calls from Direct Express cardholders, providing account support and resolving inquiries with professionalism and empathy.
Assist customers with billing questions, account information, card transactions, and general service-related concerns.
Investigate and resolve customer complaints, disputes, and account issues while ensuring timely and accurate resolutions.
Troubleshoot customer concerns by identifying the root cause and providing appropriate solutions.
De-escalate challenging customer interactions through active listening, patience, and effective problem-solving.
Educate customers on account features, available services, and self-service options to improve their overall experience.
Accurately document customer interactions while maintaining quality, security, and compliance standards.
Navigate multiple computer systems simultaneously to access customer information and process requests efficiently.
Collaborate with team members and supervisors to resolve complex customer concerns. - Engaged in ongoing training to enhance product knowledge and service skills.
- Answered customer inquiries and provided accurate information regarding products and services.
Proactive Outbound Problem Solve
Amazon
San Antonio
09.2024 - 04.2025
- Amazon
Sep 2024 – apr 2025 - Packed customer orders accurately while meeting productivity and quality expectations.
- Picked and organized merchandise to fulfill customer orders efficiently.
Resolved inventory discrepancies and operational issues by working collaboratively with team members.
Maintained accuracy and attention to detail in a fast-paced warehouse environment. - Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Inspecting items for damage
- Replacing or removing defective products
- Fixing barcode or label issues
- Resolving inventory discrepancies
- Helping prevent delayed or incorrect shipments
Retail
Champs
San Antonio
05.2022 - 09.2024
- May 2022-sep 2024
- Maintained an organized database of all relevant documents related to retail operations.
- Assisted customers with product selection, purchases, and general inquiries while delivering outstanding customer service.
Recommended products based on customer needs to enhance the shopping experience.
Processed cash and electronic transactions accurately.
Maintained organized merchandise displays and monitored inventory levels.
Worked collaboratively with team members to achieve customer satisfaction and sales goals. - Provided input into the development of promotional displays at retail locations.
Education
Judson High School
Converse, TXSkills
- Technical Skills
Inbound Call Handling
Customer Account Management
Billing Support
CRM Systems
Data Entry & Documentation
Microsoft Office Suite
Windows Operating System
Internet & Web Navigation
Multi-System Navigation
Technical Troubleshooting
Order Processing
Inventory Management
Cash Handling
Quality & Security Compliance
Professional Skills
Customer Service Excellence
Active Listening
Problem Solving
Conflict Resolution
De-escalation
Verbal & Written Communication
Empathy & Customer Advocacy
Multitasking
Time Management
Team Collaboration
Attention to Detail
Adaptability
Customer Relationship Building
Sales Awareness
Professionalism
Timeline
Customer Service Representative
Conduent
04.2025 - 07.2026
Proactive Outbound Problem Solve
Amazon
09.2024 - 04.2025
Retail
Champs
05.2022 - 09.2024
Judson High School