Janelle Carson Marthone
Durham,NC
Summary
Resourceful professional highly skilled in customer service and building lasting relationships. Team player offering dynamic personality and extensive background in data entry, telephone support and records oversight. Customer Service Administrator with high level of expertise in technology sector.
Overview
20
20
years of professional experience
Work History
Customer Service/Administrator
Internal Benefits Solutions
Durham, North Carolina
2025.05 - Current
- Delivered superior customer service, contributing to higher retention rates.
- Managed inbound and outbound calls to increase customer engagement and satisfaction.
- Surpassed performance goals through effective objection handling.
- Maintained accurate, up-to-date records for payroll processing.
Caterer
New York, NY
2018.07 - Current
- Schedule events
- Hire employees
- Payroll
- Accounting and balancing books
- Set up and breakdown of events
PA II Bus Matron
Harlem Children's Zone Inc.
New York, NY
2015.04 - 2018.09
- Maintained decorum and order throughout bus rides, ensuring a safe environment for all students.
- Assisted with safety of students while boarding/exiting safely.
- Monitored student behavior and reported concerns to parents and the bus coordinator, promoting a safe and respectful atmosphere.
- Conveyed important messages to parents regarding student absences, facilitating effective communication with the bus coordinator.
Per Diem Resident Assistant
The Door
New York, NY
2016.10 - 2018.04
- Participated in meetings, training, workshops, and outside events to enhance program effectiveness.
- Recorded incidents and interventions involving young people and building security to ensure safety and compliance.
- Communicated with resident coaches and program management during/ following crisis incidents.
- Planned and facilitated recreational activities for resident onsite including community dinners.
- Organized workshops and field trips to community venues to promote engagement and learning opportunities.
Security Officer
Harlem Children's Zone Inc.
New York, NY
2014.05 - 2015.08
- Ensured safety and welfare of students and staff across multiple locations through vigilant security measures.
- Monitored behavior in corridors, lunchrooms, restrooms, and school grounds to promote a safe environment.
- Enforced decorum and order during school grounds and events to foster a positive atmosphere.
- Maintained incident records and presented written descriptive reports for major incidents.
Assistant After-School Coordinator
Harlem Children's Zone Inc.
New York, NY
2006.03 - 2012.09
- Supervised staff to uphold accountability for standards and best practices, ensuring positive program outcomes.
- Recruited and supported families, fostering retention through effective monitoring and engagement.
- Created reports and updates while assessing program effectiveness.
- Ensured payroll accuracy through detailed reconciliation processes
- Utilized data to inform decisions for improvements in education component of programs.
- Collaborated with key staff to develop linkages with our community-based and social service program areas.
- Assumed responsibilities of the Program Directors in their absence.
Education
Security Certificates -
2015-09
Security License -
2014-09
NYS High School Equivalency Diploma -
2003-02
Skills
- Customer service excellence
- CRM software proficiency
- Data entry
- Organization and recordkeeping
- Microsoft Office Suite
- Meeting deadlines
- Customer retention strategies
- Time management
- Problem solving
- Conflict resolution
- Team collaboration
- Adaptability to change
- Decision making
- Communication skills
Timeline
Customer Service/Administrator
Internal Benefits Solutions
2025.05 - Current
Caterer
2018.07 - Current
Per Diem Resident Assistant
The Door
2016.10 - 2018.04
PA II Bus Matron
Harlem Children's Zone Inc.
2015.04 - 2018.09
Security Officer
Harlem Children's Zone Inc.
2014.05 - 2015.08
Assistant After-School Coordinator
Harlem Children's Zone Inc.
2006.03 - 2012.09