Janeya Cotton
Mesa,AZ
Summary
Customer Service Representative experienced in optimizing customer interactions and enhancing satisfaction through effective communication and problem-solving. Drove efficiency and customer loyalty by leveraging product knowledge and conflict resolution skills in fast-paced environments. Contributed to team success by managing escalated customer support issues and fostering a positive, supportive atmosphere.
Overview
1
1
Certification
2
2
years of professional experience
Work History
Customer Service Representative/Call Center Agent
IntouchCX
Mesa, USA
11.2024 - Current
- Delivered excellent customer service by responding to inquiries, resolving complaints, and offering product/service information with professionalism and empathy.
- Handled high volume of inbound and outbound calls in fast-paced call center environment, averaging 80-100 calls per shift to ensure timely customer support.
- Achieved or exceeded performance metrics, including average handle time (under 8 mins), first call resolution (FCR), and customer satisfaction scores (CSAT).
- Documented customer interactions and maintained detailed records in CRM systems like Salesforce to support effective follow-up and service improvement.
- Collaborated with team members and cross-functional departments to streamline workflows and enhance overall customer experience.
Education
High School Diploma - Upper secondary education
Skyline High School
Mesa, AZSkills
- Customer service
- Call center experience
- Customer Support
- Client phone interaction
- Call management
- Call Handling
- Customer inquiries management
- Customer Outreach
- Service Delivery
- Patient Support
- CRM system proficiency
- CRM software
- Data Entry
- Data entry
- Computer literacy
- Microsoft Office
- Google Suite
- Google Docs
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Powerpoint
- Time Management
- Organizational skills
- Attention to detail
- Multitasking
- Conflict Resolution
- Conflict management
- Conflict de-escalation
- Active listening
- Communication skills
- Phone communication
- Phone etiquette
- Outbound Calling
- Sales goal achievement
- Sales Techniques
- Negotiation
- Relationship building
- Relationship management
- Sales Research
- Software sales
- Billing Support
- Client invoicing
- Cash management
- Cash register
- Retail math
- Inventory Management
- Food Service
- Hospitality customer support
- Hospitality
- Team Collaboration
- Leadership
- Supervising experience
- Administrative experience
- Office experience
- Computer operation
- Document Management
- Market Research
- Coachability
- Interpersonal skills
- Customer Engagement
- Customer inquiries
- Call center operations
- Front desk
- Relationship management
- Multitasking
- Customer Engagement
- Conflict management
- CRM software
- Customer inquiries
- Document Management
- Call center operations
Certification
Fingerprint Clearance Card, 01/01/22, 01/01/28, Successfully obtained Fingerprint Clearance Card, indicating clearance through a state and federal background check. Authorized to work with vulnerable populations, including children, elderly individuals, and individuals with disabilities, in compliance with Arizona Revised Statutes. Required for employment in education, healthcare, caregiving, social work, and other positions involving public trust or sensitive access.
Languages
English
Timeline
Customer Service Representative/Call Center Agent
IntouchCX
11.2024 - Current
High School Diploma - Upper secondary education
Skyline High School