Ja’Nazzia Wilkes
Saginaw
Summary
Results-oriented support professional with 7+ years in fast-paced call center environments. Expertise in resolving customer concerns, managing high-volume communications, and ensuring accurate account management. Proficient in problem-solving and cross-functional collaboration, utilizing Salesforce to enhance customer satisfaction. Currently pursuing Medical Billing and Coding, aiming to contribute effective communication and solutions-driven support as a Customer Solutions Specialist.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Morley Companies, Inc.
Saginaw
03.2018 - 02.2026
- Managed high-volume inbound and outbound calls and email communications while maintaining professionalism, accuracy, and efficiency.
- Promoted to a specialized department focused on preventing dealership buybacks through proactive communication, issue resolution, and service recovery.
- Resolved parts order issues for automotive dealerships through effective communication and problem-solving using phone and computer-based systems.
- Addressed order concerns, ensured timely updates, and collaborated with teams to deliver effective solutions and enhance customer satisfaction.
- Maintained detailed and accurate records of customer interactions, account activity, and order updates using internal systems and CRM tools.
Market Researcher
Morley Companies, Inc.
Saginaw
11.2017 - 03.2018
- Conducted outbound calls to inform insurance customers of plan updates and policy changes, enhancing customer understanding.
- Conducted outbound calls to communicate plan updates and policy information to insurance customers.
- Collected and documented customer feedback to inform research and improve service quality.
POS Associate
Kohls Corporation
Saginaw
07.2016 - 10.2017
- Supported store sales goals through proactive customer engagement and exceptional service, contributing to a positive shopping experience.
- Delivered front-line customer service, processed transactions accurately, and assisted with product inquiries to enhance customer satisfaction in a fast-paced retail setting.
- Processed customer transactions efficiently using POS systems.
- Assisted customers with inquiries and product information.
- Maintained accurate cash register balances throughout shifts.
Janitor
Alpha and Omega Building Services
Beaumont
12.2015 - 04.2016
- Ensured cleanliness, safety, and organization of commercial spaces by adhering to workplace standards and sanitation procedures.
- Maintained cleanliness of facilities using industrial cleaning equipment.
- Disposed of waste and recycling according to company policies.
- Restocked supplies in restrooms and break rooms.
Education
Medical Billing and Coding -
Delta College
University Center, MIDiploma in General Education -
Learn to Earn Academy
Saginaw, MISkills
- Call handling
- Email and Phone Support
- CRM and Database Management
- Salesforce
- Order tracking
- Customer retention
- Issue resolution
- Problem Solving
- Multitasking
- Remote Support Readiness
- Team collaboration
- Microsoft Office
Timeline
Customer Service Representative
Morley Companies, Inc.
03.2018 - 02.2026
Market Researcher
Morley Companies, Inc.
11.2017 - 03.2018
POS Associate
Kohls Corporation
07.2016 - 10.2017
Janitor
Alpha and Omega Building Services
12.2015 - 04.2016
Medical Billing and Coding -
Delta College
Diploma in General Education -
Learn to Earn Academy