Janelle Mundle
Martinsburg,WV
Summary
Customer-focused professional experienced in banking, financial services, retail, and high-volume call centers. Delivered measurable results in conflict resolution, fraud prevention, and account management through effective handling of complex inquiries and strict compliance with industry regulations. Committed to enhancing client experiences and driving operational efficiency.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Service Representative
CVS
07.2025 - Current
- Spearheaded the resolution of complex customer complaints and critical escalations, successfully turning negative experiences into positive brand interactions.
- Utilized advanced problem-solving and conflict-resolution strategies to address account, service, and billing inquiries efficiently.
- Managed high-volume inbound customer calls as frontline remote specialist, ensuring high-quality service and enhancing customer satisfaction.
- Documented customer interactions meticulously, tracking feedback and resolutions to support quality assurance and improve service delivery.
Licensed Professional
Independent Real Estate Agent & Mortgage Broker
- Current
- Developed and maintained client pipeline through proactive sales techniques, local market knowledge, and relationship marketing, enhancing client acquisition and retention.
- Guided clients through complex financial transactions, property evaluations, and mortgage options, ensuring adherence to state and federal lending laws for compliance assurance.
- Negotiated high-value contracts and managed legal paperwork from initial consultation to final closing, facilitating smooth transaction processes.
Member Service Representative
Navy Federal Credit Union
01.2020 - 01.2023
- Managed complex member inquiries and high-volume inbound calls, achieving first-contact resolution to enhance member satisfaction.
- Investigated and resolved escalated fraud-related account issues, protecting members' assets and reducing financial risk for the institution.
- Processed new account openings and loan applications while ensuring compliance with credit union policies and regulatory standards.
Appointment Setter / Sales Representative
Comdos
01.2018 - 01.2020
- Exceeded weekly performance metrics for call volume, lead generation, and customer engagement.
- Ensured accurate data entry in company CRM, tracking lead status and customer interactions to support sales strategy.
- Surpassed weekly performance metrics for call volume, lead generation, and customer engagement, contributing to overall sales goals.
Case Manager
Binder And Binder Social Security Disability Advocates
Hauppauge, New York
08.2014 - 05.2018
- Conducted comprehensive assessments to determine client needs and eligibility.
- Assisted clients in navigating Social Security Disability benefits processes.
- Coordinated client case files and ensured accurate documentation.
Education
High School Diploma -
Randolph-Macon Academy
Front Royal, VASkills
- Call Center Operations
- Customer Engagement
- Conflict Resolution
- Escalation Management
- Account Management
- CRM
- Payment Processing
- Financial Regulations
- Risk Assessment
- Service Agreement Management
- Microsoft Office
- Microsoft Office
Certification
- Licensed Real Estate Agent
- Licensed Mortgage Broker
- Medical Billing Certification - AAPC
Core Competencies
Account Management, Fraud Prevention, Cash Handling, Financial Regulations, Escalation Management, Conflict Resolution, Client Relationship Building, Call Center Operations, Lead Generation, Contract Negotiation, CRM & Microsoft Office
Timeline
Customer Service Representative
CVS
07.2025 - Current
Member Service Representative
Navy Federal Credit Union
01.2020 - 01.2023
Appointment Setter / Sales Representative
Comdos
01.2018 - 01.2020
Case Manager
Binder And Binder Social Security Disability Advocates
08.2014 - 05.2018
Licensed Professional
Independent Real Estate Agent & Mortgage Broker
- Current
High School Diploma -
Randolph-Macon Academy