Janet Y. Golphin
West Palm Beach,USA
Summary
Customer Service & Billing Specialist, with 20 Years plus experience in call center working environment specializing in customer account and conflict resolution. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Global Response
Margate, Florida
01.2020 - 12.2025
- Managed high volume of customer interaction through various channels
- Communicated directly with customers on products and services offered by our clients
- Processed service orders and exchanges
- Kept records of customer interactions, transactions, comments, and complaints
- Provided feedback and suggestions on the efficiency of the customer service process
- Achieved team targets and call handling quotas
- Worked successfully from home for 5 years
- Coached, trained, and mentored new hires
- Proficient in Magento, Big Commerce, Shopify, Five9 and Zendesk
Customer Service & Accounting
Florida Power and Light/ NextEra Energy
West Palm Beach, Florida
01.2001 - 12.2016
- Answered incoming and outgoing phone calls for service and billing
- Checked emails for resources and events for the day
- Escalated question and concerns to management team as needed
- Logged into software and programs which provided accounts information
- Reviewed and researched customer account for inaccurate billing
- Contacted service departments for more detailed researched for correct billing
- Improved customer satisfaction by resolving their billing concerns
- Coach and mentored new hired staff for training purposes and orientation
- Learned company safety and health policies by continuous training
- Acknowledged company policies and procedures
- Assist other team members to complete with computer entry
Education
Diploma -
John I Leonard Hs
Lake Worth, FloridaCertificate - Computer Programming, and data entry
New England Technical Institute
W.P.B., FLSkills
- Customer Service
- Time Management
- Billing & Accounting
- Team collaborator
- Conflict Resolution
- Coaching & Mentoring
- Research & Analyze
- Team Leadership
- Relationship Building
- Working Remotely
- Multi-Tasking
- Ability to adapt to different situations
- Clear Speech
- Great Listener
- Attention to Details
- Self-Starter
- Data entry
Abilities And Skills
- Customer Service
- Time Management
- Billing & Accounting
- Team collaborator
- Conflict Resolution
- Coaching & Mentoring
- Research & Analyze
- Team Leadership
- Relationship Building
- Working Remotely
- Multi-Tasking
- Ability to adapt to different situations
- Clear Speech
- Great Listener
- Attention to Details
- Self-Starter
Timeline
Customer Service Representative
Global Response
01.2020 - 12.2025
Customer Service & Accounting
Florida Power and Light/ NextEra Energy
01.2001 - 12.2016
Diploma -
John I Leonard Hs
Certificate - Computer Programming, and data entry
New England Technical Institute
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