Janem Washington
Fresno
Summary
A seasoned leader in customer service and operational efficiency, I excel in project management and team leadership, honing skills at Capital One to enhance client satisfaction and retention. With a knack for regulatory compliance and conflict resolution, I've driven significant improvements, achieving a notable increase in branch profitability and customer loyalty.
Overview
15
15
years of professional experience
Work History
Lead Dispatcher
Port Transport and Intermodal
Houston
03.2024 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Prepared daily work and run schedules.
- Provided operational guidance and supervision to subordinate staff members.
- Maintained accurate records of vehicles, drivers and customers to ensure efficient dispatch operations.
Customer Service Manager
Action Trucking
Houston
03.2023 - 02.2025
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Lead Dispatcher
Texas Pride Disposal
Houston
05.2018 - 03.2023
- Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Developed and monitored field efficiencies and innovated new ways to improve operations.
- Analyzed and reported on GPS tracking reports in effort to create efficiencies regarding conserving fuel, reducing idle time.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Managed daily scheduling of labor and equipment needs and changes, embracing continuous improvement efforts.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Maintained accurate records of vehicles, drivers and customers to ensure efficient dispatch operations.
- Provided operational guidance and supervision to subordinate staff members.
- Monitored driver performance, safety issues, vehicle maintenance and fuel usage.
- Resolved conflicts between drivers or customers regarding scheduling or service issues.
- Communicated instructions clearly with drivers via telephone or two-way radio system.
- Investigated complaints from customers regarding late arrivals or missed pickups.
- Organized training sessions for new hires on the use of dispatching software applications.
- Documented any disciplinary action taken against employees who violated company policies.
General Manager
Elevated Credit Counseling
Houston
02.2017 - 05.2018
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Developed service and sales strategies to improve retention and revenue.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Conducted regular meetings with senior management team to review progress against established objectives.
Branch Manager
Regions Bank
Houston
01.2017 - 02.2018
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Disciplined employees to encourage compliance with company policies and procedures.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Established and built customer relationships through targeted outreach and initiatives.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Designed sales and service strategies to improve revenue and retention.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Supported outside sales force in servicing and obtaining new business.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Grew business banking relationships through proactive outreach.
- Developed strategies to increase customer satisfaction and loyalty.
- Managed staff scheduling, hiring and training processes.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
Branch Manager
Capital One
Houston
01.2010 - 08.2016
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Disciplined employees to encourage compliance with company policies and procedures.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Established and built customer relationships through targeted outreach and initiatives.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Designed sales and service strategies to improve revenue and retention.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Supported outside sales force in servicing and obtaining new business.
- Grew business banking relationships through proactive outreach.
- Developed strategies to increase customer satisfaction and loyalty.
- Managed staff scheduling, hiring and training processes.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Established strong working relationships with external partners such as vendors and suppliers.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
Education
High School Diploma -
John F Kennedy High School
New Orleans, LA06.1990
Skills
- Project Management
- Regulatory Compliance
- Call Monitoring
- Handling Escalations
- Training and Mentoring
- Schedule Coordination
- Complaint Resolution
- One Call Resolution
- Workflow Management
- Talent Development
- Call Center Operations
- Account Management
- Information Security
- Audit Support
- Customer Relationship Management (CRM)
- Tactful and Diplomatic
- Customer Service
- Client Relations and Retention
- Relationship Building
- Deadline-Oriented
- Excellent Time Management Skills
- Staff Training
- Cross-Functional Collaboration
- Conflict Resolution Techniques
- Record management
- Operational supervision
- Employee training
- Customer service
- Conflict resolution
- Communication skills
- Team leadership
Education and Training
other
Timeline
Lead Dispatcher
Port Transport and Intermodal
03.2024 - Current
Customer Service Manager
Action Trucking
03.2023 - 02.2025
Lead Dispatcher
Texas Pride Disposal
05.2018 - 03.2023
General Manager
Elevated Credit Counseling
02.2017 - 05.2018
Branch Manager
Regions Bank
01.2017 - 02.2018
Branch Manager
Capital One
01.2010 - 08.2016
High School Diploma -
John F Kennedy High School
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