Janelle Gray
Silver Spring
Summary
Driven and personable Customer Service Specialist with a proven ability to enhance customer satisfaction, resolve complex issues, and build long-lasting relationships. Adept at managing high-volume inquiries, de-escalating concerns, and delivering seamless support across multiple channels, including phone, email, and live chat. Skilled in leveraging CRM systems, streamlining service processes, and implementing proactive solutions that improve retention and brand loyalty. Recognized for a customer-first mindset, strong communication skills, and the ability to turn challenges into positive experiences. Committed to optimizing service operations and exceeding customer expectations in fast-paced environments.
Overview
4
4
years of professional experience
Work History
User Support Specialist
Fhi360 International
Washington
09.2023 - Current
- Deliver responsive technical and customer service support by resolving hardware, software, and connectivity issues, boosting customer satisfaction rate significantly.
- Champion installation, configuration, and maintenance of IT systems, enhancing end-user onboarding experience and reducing setup time.
- Resolve high-volume service tickets through phone, email, and remote access tools, achieving SLA compliance.
- Enhance user experience by creating detailed knowledge base articles, installation guides, and FAQs to streamline support processes and reduce repeat calls.
- Conduct daily systems monitoring to ensure network uptime, proactively addressing performance issues to improve service reliability and user accessibility.
- Lead troubleshooting efforts for Tier I/II incidents, coordinating with escalation teams and ensuring resolution of issues.
- Implement continuous improvement practices by tracking support metrics, identifying trends, and recommending service delivery optimizations that reduced incident volume.
- Train end users on new system rollouts, contributing to smoother transitions and increased user confidence.
Front Desk Associate
Marriott International, Inc.
Silver Spring
01.2022 - 04.2024
- Resolved guest concerns promptly by utilizing conflict resolution techniques and elevating customer satisfaction scores.
- Delivered exceptional front-desk hospitality, greeting guests, managing check-ins/outs, and maintaining an efficient flow of operations using the FOSSE reservation system.
- Oversaw payment transactions, processed billing, issued receipts, and ensured accuracy of guest accounts while adhering to PCI compliance and audit standards.
- Handled high-volume calls and emails to manage reservations, update room statuses, and support inquiries with professionalism and accuracy.
- Facilitated room assignments, issued keys, and communicated hotel amenities and policy information, enhancing guest experience from arrival to departure.
- Supported administrative operations by preparing occupancy reports, maintaining filing systems, and ensuring data accuracy in reservations and revenue tracking.
- Collaborated with cross-functional departments to align guest service strategies and resolve escalated issues efficiently.
- Executed nightly audit procedures and maintained financial logs to ensure the reporting of room charges and revenue.
- Provided backup support during peak hours, ensuring front desk coverage, and seamless guest service continuity.
- Updated guest rates and room assignments in FOSSE to ensure accurate reservations and billing.
- Maintained and modified guest room information in FOSSE, ensuring data accuracy and compliance with hotel standards.
- Responded promptly to guest requests and inquiries using GXP, delivering high-level customer service, and issue resolution.
Renewal Specialist
AvalonBay
Silver Spring
04.2023 - 09.2023
- Provided comprehensive support for the renewal process across multiple communities, assisting residents with lease renewals, processing paperwork, and delivering market insights to enhance resident retention and meet portfolio goals.
- Managed active renewal negotiations, tracking undecided renewals, preparing lease documents, and providing pricing details to optimize occupancy rates and revenue.
- Led resident communications, handling inbound and outbound renewal calls, addressing inquiries, resolving concerns, and documenting all interactions in Salesforce, Lease Manager Portals, and Renewal Trackers.
- Liaised with Renewal Team Managers to assess pricing strategies, participate in renewal review meetings, and negotiate lease terms based on market conditions and community-specific factors.
- Played a key role in customer retention by proactively addressing resident concerns, providing personalized renewal options, and maintaining a high level of customer service to drive future referrals.
- Monitored market trends and competitive pricing, integrating insights into renewal strategies to align with company objectives and improve lease renewal rates.
Leasing Consultant
AvalonBay
Laurel
05.2022 - 04.2023
- Facilitated lease processing and resident onboarding, preparing lease agreements, securing initial payments, and ensuring all required documentation was completed accurately.
- Delivered exceptional customer service, greeting clients, addressing inquiries, resolving tenant concerns, and providing personalized assistance to enhance resident satisfaction.
- Conducted property tours, highlighting community amenities and key features to prospective tenants, leading to increased lease signings and occupancy rates.
- Drove leasing conversions by encouraging prospective tenants to complete applications, conducting background checks, and ensuring compliance with company rental eligibility guidelines.
- Implemented marketing strategies, including online advertising and outreach campaigns, to generate interest from potential renters and maximize occupancy.
- Maintained CRM databases, tracking leads, following up with interested applicants, and ensuring seamless communication throughout the leasing process.
Education
Associate of Arts - General Studies
Howard Community College
Columbia, MD05.2021
Skills
- CRM Systems (Salesforce, Zendesk, HubSpot)
- Microsoft Azure
- Ticketing Systems
- Data Entry & Management
- Order Processing
- Microsoft Office Suite
- Live Chat Support
- POS Systems
- KPI Tracking
- Workflow Automation
- GXP
- FOSSEE
- MARSHA
- Customer relationship management
- Team collaboration
- Conflict resolution
- Problem analysis
- Software installation
- Operating systems
- Network troubleshooting
- Remote support
- Remote technical support
- Ticketing systems
- Attention to detail
Qualifications Summary
Driven and personable Customer Service Specialist with a proven ability to enhance customer satisfaction, resolve complex issues, and build long-lasting relationships. Adept at managing high-volume inquiries, de-escalating concerns, and delivering seamless support across multiple channels, including phone, email, and live chat. Skilled in leveraging CRM systems, streamlining service processes, and implementing proactive solutions that improve retention and brand loyalty. Recognized for a customer-first mindset, strong communication skills, and the ability to turn challenges into positive experiences. Committed to optimizing service operations and exceeding customer expectations in fast-paced environments.
Timeline
User Support Specialist
Fhi360 International
09.2023 - Current
Renewal Specialist
AvalonBay
04.2023 - 09.2023
Leasing Consultant
AvalonBay
05.2022 - 04.2023
Front Desk Associate
Marriott International, Inc.
01.2022 - 04.2024
Associate of Arts - General Studies
Howard Community College