Janee Gumm

Texas city,Texas

Summary

Customer-centric Sales and Support professional with over 9 years of experience delivering high-volume resolution across multi-channel environments including Phone Support, Chat Support, and Email Support. Proven track record of navigating complex Windows-based Call Tracking Systems to de-escalate high-pressure situations while consistently meeting organizational sales and retention targets. Expert in payment processing and multi-channel customer lifecycle management.

Overview

years of professional experience

Work History

CSR Associate

Walmart

League City

02.2026 - Current

Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
Handled customer complaints professionally, implementing solutions to improve experiences.
Monitored inventory levels, assisting in stock replenishment to meet demand.
Developed promotional displays, contributing to increased product visibility and sales engagement.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Technical Support Representative

Spectrum

Louisville, KY

04.2017 - Current

Resolve complex technical inquiries and sales-driven service requests through Phone Support and Chat Support, maintaining a 98% customer satisfaction rating while navigating Windows-based Call Tracking Systems.
Connect with customers to optimize service tiers and manage Payment Processing for billing inquiries, leveraging sales techniques to improve customer retention and lifetime value.
De-escalate high-pressure conflict resolution scenarios for 60+ daily inbound inquiries across multi-channel platforms, including Social Media Support and Email Support channels.
Track trending product issues and service flaws via data analysis, providing actionable insights reporting to improve regional service reliability and customer experience (CX) metrics.
Escalate critical system outages to secondary support tiers while monitoring workforce performance and adherence to scheduling guidelines for new hire classes of 30+ individuals.

Problem Solver / Package Handler

Amazon

Texas City, Texas

03.2015 - 03.2017

Resolve complex logistics discrepancies and shipment errors, utilizing high-speed Typing (25+ WPM) to document resolutions in proprietary Call Tracking Systems.
De-escalate customer concerns regarding damaged packages by processing refunds and returns via secure Payment Processing workflows, ensuring a seamless CX.
Track and analyze high-volume shipping trends to identify operational inefficiencies, leading to a 12% improvement in package processing accuracy and delivery speed.

Education

High School Diploma - undefined

Jeffersonville High School

01.2010

Skills

Core Support Channels: Phone Support, Chat Support, Email Support, Social Media Support, Omni-channel Support
Technical Proficiencies: Windows, Typing (25 WPM), Call Tracking Systems, Payment Processing, Ticketing system support, System Navigation

Sales & Relationship Management: Sales Experience, Customer Retention, CX Management, Customer Relationship Management, Product Knowledge
Conflict Resolution & Communication: De-escalation, Problem Resolution, Written Communication, Bilingual Proficiency, Empathetic communication

Timeline