Janee Gumm
Texas city,Texas
Summary
Committed Remote Customer Service Professional with over 16 years of experience delivering concierge-level service in high-volume settings.
Highly skilled Chat Support Representative with notable experience in customer service and technical support. Possess strong problem-solving skills, adaptability to evolving technologies, and ability to handle high-volume inquiries while maintaining customer satisfaction. Previous work has demonstrated a significant impact on improving customer retention through effective communication and prompt resolution of issues.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
SPECTRUM
04.2017 - 07.2025
- Resolve complex technical inquiries and provide cross-platform technical troubleshooting for internet, phone, and cable services, ensuring concierge-level service.
- Optimize billing and auditing accuracy through advanced system navigation and meticulous data entry, maintaining world-class quality metrics.
- Manage 60+ inbound customer inquiries daily, utilizing expert de-escalation techniques and written communication to maintain high brand loyalty.
- Identify trending software flaws and product issues through data analysis, generating key insights reporting to improve service reliability.
- Tailored and led training for new hire classes of 30+ individuals, focusing on empathy, system navigation, and process optimization.
- Assisted customers with inquiries through live chat support.
- Resolved technical issues using company troubleshooting guidelines.
- Documented customer interactions in the support ticketing system.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
Problem Solver / Package Handler
AMAZON
03.2015 - 03.2017
- Solve complex customer returns and damaged package inquiries, prioritizing issue resolution and a seamless customer experience.
- Tracked and resolved shipment discrepancies, maintaining world-class empathy while navigating logistics hurdles for high-growth operations.
- Analyzed shipping trends to identify inefficiencies, contributing to process optimization and improved delivery timelines.
Senior Tech
VALVOLINE
03.2012 - 03.2015
- Designed and implemented process optimization strategies to increase service speed and elevate the overall customer experience.
- Identify and resolve complex damage claims, utilizing high-touch service and clear communication to maintain client trust.
Education
High School Diploma -
JEFFERSONVILLE HIGH SCHOOL
Skills
- Premium customer service CX management Conflict resolution Email assistance Problem-solving skills Omni-channel support Empathetic communication
- Data management and auditing Insights reporting Process improvement Ticketing system support System navigation skills Troubleshooting expertise
- Language proficiency Analytical skills Performance metrics Startup expertise Employee training Written communication
- Effective communication
- Attention to detail
- Customer retention
- Teamwork and collaboration
- Product knowledge
- Data analysis
- System navigation
- Quality assurance
- Customer relationship management
- Problem resolution
References
- Tameka, Thompson, (502)420-7409
- Donnie, Goodman, (502) 641-5811
- Vreja, Thompson, (502)727-2514
Timeline
Technical Support Representative
SPECTRUM
04.2017 - 07.2025
Problem Solver / Package Handler
AMAZON
03.2015 - 03.2017
Senior Tech
VALVOLINE
03.2012 - 03.2015
High School Diploma -
JEFFERSONVILLE HIGH SCHOOL