Summary
Overview
Work History
Education
Skills
Timeline
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Janez McLaurin

Newport News,VA

Summary

Customer support professional with significant experience in delivering exceptional service and resolving customer issues efficiently. Known for strong focus on team collaboration and adaptability to meet dynamic customer needs. Recognized for effective communication skills and friendly demeanor that fosters customer loyalty.

Overview

16
16
years of professional experience

Work History

Tax Preparer

Jackson Hewitt
01.2025 - 04.2025
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.

Fleet Driver

Avis Budget Group
07.2022 - 05.2024
  • Trained new drivers on best practices for safe driving techniques, vehicle maintenance procedures, and company policies related to transportation services offered.
  • Ensured compliance with transportation regulations by keeping updated on laws, maintaining necessary certifications, and attending training sessions.
  • Increased customer satisfaction by providing professional service, prompt communication, and addressing concerns in a timely manner.

Customer Support Agent

Faneuil
11.2021 - 03.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.


Technical Support Specialist

IBEX Global
08.2018 - 12.2020
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.

Manager of Operations

KRAVE
09.2009 - 03.2018
  • Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadlines.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
  • Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

Education

Bachelor of Science - Criminal Justice

Wyotech University - Tampa
06.2018

Associate of Science - Criminal Justice

Corrithans
03.2015

Skills

  • Resolving Problems and Incidents
  • Active Listening
  • Collaborative Team Player
  • Highly Professional
  • Organizational Skills
  • Multitasking and Prioritization
  • Help Desk Support
  • Attention to Detail
  • Customer Relationships
  • Communication and Interpersonal Skills
  • Document preparation
  • Income tax preparation

Timeline

Tax Preparer

Jackson Hewitt
01.2025 - 04.2025

Fleet Driver

Avis Budget Group
07.2022 - 05.2024

Customer Support Agent

Faneuil
11.2021 - 03.2022

Technical Support Specialist

IBEX Global
08.2018 - 12.2020

Manager of Operations

KRAVE
09.2009 - 03.2018

Associate of Science - Criminal Justice

Corrithans

Bachelor of Science - Criminal Justice

Wyotech University - Tampa

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