JANETT JUAREZ
Ogden,UT
Summary
I am Looking to further my career in customer service. By applying the current values (integrity, respect. Professionalism and commitment) that I use now to satisfy any customer in need of assistance.
I am a resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
12
12
years of professional experience
Work History
Securities Operations Service Specialist
Wayfair
Ogden, UT
08.2023 - Current
- Documented investigative findings in reports.
- Developed various fraud prevention strategies, including creating new internal policies and procedures.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Reviewed and analyzed customer accounts for evidence of identity theft and implemented corrective actions as necessary.
- Created reports detailing key insights gained through analysis of data related to fraud incidents and cases handled by the department.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and improve operational efficiency.
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity.
- Facilitated communication between affected parties, including customers, banks, and merchants, to resolve fraud-related issues.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
Customer Outreach Team
Wayfair
12.2018 - 08.2023
- Taking incoming calls from frontline agents
- Calling customers for 1 on 1 service
- Emailing customers directly
- Currently my job title is Customer Service Outreach Team
- We are dealing with customers that are having a bad experience such as missing/damaged/LIT orders or are simply unhappy with our services
- I call the customer 1 on 1 and figure out what we as a team can do to help the customer have a better experience or to order parts/units of what the customer did not receive
- We get to the root of the customers issue so that we can make a meaningful impact on the customer
- Worked closely with sales team to identify potential leads for new business opportunities.
Frontline Agent
Wayfair
11.2017 - 12.2018
- Take incoming calls/emails from customers that either have concerns or questions
- Currently I am frontline for service level 3, I am a customers first contact for a resolution for any issues or questions they may have
- I have been on the road to gold as well as recognized various times for my work by my supervisors as well as other coworkers
Reception Manager
US MRI
02.2015 - 11.2017
- I took calls to schedule customers for a X-ray/MRI
- Made weekly schedules
- Ran insurance policy and confirmed coverage
- I had a team of 8 receptionist that I was over
- I would help with scheduling as well as verifying insurance policies to have all patients in and out the day of their appointment
- I was recognized for my hard work going from a receptionist to the manager for the site in S
- Ogden
Service Agent
Telepreformance USA
Ogden, UT
01.2013 - 02.2015
- Handled difficult situations involving dissatisfied customers calmly and efficiently.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Followed up with customers to ensure satisfaction with services provided.
- Provided accurate information regarding product specifications and pricing.
Education
High School Diploma -
Twon Rivers High School
Ogden, UT06-2016
Skills
- Customer Service
- Teamwork
- Typing Speed
- Bilingual
- Quick Learner
- Risk management proficiency
Languages
Spanish
Professional
Timeline
Securities Operations Service Specialist
Wayfair
08.2023 - Current
Customer Outreach Team
Wayfair
12.2018 - 08.2023
Frontline Agent
Wayfair
11.2017 - 12.2018
Reception Manager
US MRI
02.2015 - 11.2017
Service Agent
Telepreformance USA
01.2013 - 02.2015
High School Diploma -
Twon Rivers High School
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