Professional with strong background in conflict resolution and customer service. Skilled in problem-solving, effective communication, and process improvement. Focused on fostering team collaboration and delivering results. Reliable, adaptable, and well-versed in managing changing needs and priorities. Looking for a professional setting where my skills can contribute to the company, and further my growth.
Hi, I’m
JANAYA WATSON
Mesquite,TX
Summary
Overview
9
years of professional experience
Work History
Walmart.com
Senior Resolution Coordinator/Billing/Fraud Department CSR
10.2022 - 08.2024
Job overview
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
- Provided exceptional service to clients by promptly addressing their concerns, resulting in increased customer retention rates.
- Maintained high level of confidentiality when handling sensitive information related to disputes or legal matters.
- Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.
- Managed high volumes of cases while maintaining strong focus on quality assurance and adherence to company policies.
- Collaborated with various departments to resolve complex cases, ensuring seamless experience for customers.
- Handled Billing/Payments
- Investigated customers IP/Email/Address etc to prevent fraud while matching customers address with Map/Zillow etc
- Made outbound calls to Financial Institutions, stores etc
- Provided refunds, adjustments
- Multi-tasked with high volume of emails and chats
- Assisted customers with claims of lost, stolen or damaged goods
- Worked with UPS, USPS, FedEx and other parcel companies via phone or email
Just Energy
CSR - Customer Service Representative
02.2021 - 10.2022
Job overview
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Made payments, handled escalated calls as well as outbound calls, while managing client records
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Resolved customer information and complaints
- Responded to claim inquiries
Pride Staffing
Student Loan Advisor
08.2015 - 03.2020
Job overview
- Company Overview: GREAT LAKES
- Responsible for handling inbound/outbound calls with a high call volume.
- Provide student loan borrowers and other authorized individuals with accurate information and responses related to variety of account servicing questions and activities in a precise, effective, and efficient manner
- Accept payments/payment arrangements, delinquency prevention options/actions
- Explain rights and responsibilities to delinquent student loan borrowers, including consequences of default
- Advised borrowers on deferment and forbearance options during financial hardships, helping them maintain good loan standing.
- Conducted thorough reviews of borrower accounts, identifying errors and rectifying issues promptly.
- Educated clients about benefits of various forgiveness programs available to them, empowering informed decision-making processes.
- Resolved escalated calls professionally, diffusing tense situations while addressing customer concerns effectively.
Education
EastField Community CollegeMesquite, TX
Associates
05.2025
University Overview
Union High SchoolUnion, NJ
High School
06.2005
University Overview
Graduated? Yes
Skills
- Microsoft Office
- HR Sourcing
- Multitasking Abilities
- Reliability
- Critical Thinking
- Team building
- Employee Orientation
- Performance Management
- Assertiveness
- Conflict resolution skills
- Legal expertise
- Problem-solving abilities
Additional Information
Additional Information
High level of energy and enthusiasm, able to communicate with every caller, Independent and solid team member with excellent customer service abilities, Able to build strong working relationships with co-workers, Excellent communication with all levels of ManagementWorkauthorization
Workauthorization
Authorized to work in the US for any employerTimeline
Senior Resolution Coordinator/Billing/Fraud Department CSR
Walmart.com
10.2022 - 08.2024
CSR - Customer Service Representative
Just Energy
02.2021 - 10.2022
Student Loan Advisor
Pride Staffing
08.2015 - 03.2020
EastField Community College
Associates
Union High School
High School
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