Janeen Cummings
Lithonia,GA
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Account Coordinator
EXOTEC
12.2022 - 12.2024
- Utilized problem solving skills to resolve customer issues in a timely manner.
- Maintained confidentiality of client information at all times.
- Interacted with customers by asking appropriate open-ended questions to better understand needs and requirements.
- Resolved customer complaints or answered customers' questions.
- Managed client relationships by providing timely responses to inquiries.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Communicated with customers when issues arose to inform regarding problem resolution.
- Provided administrative support, including scheduling, email correspondence, and document preparation.
- Managed client accounts, ensuring timely project delivery and customer satisfaction.
- Coordinated communication between clients and internal teams to align project objectives.
- Completed day-to-day duties accurately and efficiently.
Account Coordinator
Nolan Transportation
03.2019 - 02.2023
- Properly update loads with drivers’ location along with any out-of-scope issues
- Making outbound calls to drivers who needs to be added to our tracking system
- Taking high volume inbound calls from drivers who are onsite and may need to confirm information before picking up or delivering a load
- Communicate with carrier sales directly for any major issues
- Confirm loads being picked up and dropped off at the designated location
- Investigate any loads that has not been picked up or dropped off at the scheduled times due to delays at the shipper and/or delivery
- Documenting the load with all updates, paying what is owed for lumpers and/or any detention
- Handled/Adjudicated claims from carriers & customers in a friendly & timely fashion
- Contact drivers and customers by written correspondence, telephone, and or electronic media
- Negotiate pay rate for lanes depending upon mileage and average pay rate listed in our 'rateveiw' system
- Support my team and drivers through simple interactions ensuring they have all the things needed for a successful day
Business Government Customer Operations
Verizon
04.2016 - 01.2019
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Developed new processes for monitoring customer service performance metrics.
- Resolved customer complaints about the performance of their cell phones in a timely manner.
- Assisted customers with troubleshooting data connection issues related to their cell phones.
- Provided technical support to customers with existing devices and troubleshooted issues they were having.
- Maintained records related to sales for store management.
- Assisted customers in selecting a phone plan that best suited their needs.
- Described merchandise and explained use, operation and care.
- Attended training sessions to stay abreast of new technology trends related to cell phones and accessories.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Handled returns and exchanges according to company policies.
- Worked closely with team members to ensure all customer requests were fulfilled quickly and accurately.
- Answered customer inquiries regarding product features, pricing, and availability.
- Verified customer's identity before activating new devices.
- Greeted customers to determine wants or needs.
Verizon
04.2015 - 12.2018
- Company Overview: Business Government Customer Operations
- Handle billing inquiries via inbound calls from Verizon Customers
- Perform light troubleshooting on products and services
- Assist customers with activating new or existing product purchases
- Answer 50+ inbound calls per day
- Update the online portal in an accurate and efficient manner
- Analyze financial data related to loan requests
- Evaluate loan documents to ensure accuracy and completeness
- Record load denials and specific basis for declined applications
- Verifying the information in all documents, updating documents format, and processing incoming documents
- Apply knowledge of policies, and regulations throughout my day-to-day tasks
- Business Government Customer Operations
Education
Ga Gwinnett College
01.2023
GED -
Youth Challenge Academy
01-2013
Skills
- Customer Service Skills
- Call Center Telephone Handling
- Computer Skills (Microsoft Word and Excel)
- Administrative Skills
- Telephone Skills (include switchboard Operation)
- Data Entry
- Import
- Export
- Preparation of Business Office Monthly Reports
- Supervision Skills
- Organize Meetings
- Make Travel Arrangements for Managers
- Coordinate Mail Center
- Accounting
- Microsoft PowerPoint
- Documentation review
- Risk assessment
- Underwriting guidelines
- Quality assurance
- Positive and professional
- Clerical support
- Active listening
- Grammar
- Call center operations
- Multi-line phone talent
- Strong teamwork
- Dispute resolution
- Brand representation
- Proofreading
- Problem-solving
- Call escalation
- Product knowledge
- De-escalation techniques
- Computer proficiency
- Cultural awareness
- Service standard compliance
Timeline
Account Coordinator
EXOTEC
12.2022 - 12.2024
Account Coordinator
Nolan Transportation
03.2019 - 02.2023
Business Government Customer Operations
Verizon
04.2016 - 01.2019
Verizon
04.2015 - 12.2018
Ga Gwinnett College
GED -
Youth Challenge Academy