Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Janez McLaurin

Janez McLaurin

Newport News,VA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

20
20
years of professional experience

Work History

Fleet Driver

Avis Budget Group
07.2022 - Current
  • Submitted required daily, weekly and monthly compliance reports.
  • Drove assigned vehicle to deliver and pick up products.
  • Maintained acceptable driving record, current driver's license and applicable endorsements.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
  • Minimized company liability and risks to loads by obeying traffic laws.
  • Identified mechanical issues, completed basic repairs and reported serious concerns to management.

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.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Retained existing clients and developed 100's of new accounts by extending high quality and efficient support service.

Technical Support Specialist

IBEX Global
08.2018 - 12.2020
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Resolved 50 technical support inquiries per day.
  • Analyzed computer and software issues to identify troubleshooting methods needed for quick remediation.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.

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.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • 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.
  • Provided exceptional customer service to customers, increasing customer loyalty 94%

Education

Bachelor of Science - Criminal Justice

Wyotech University - Tampa
Tampa, FL
06.2018

Associate of Science - Criminal Justice

Corrithans
Tampa, FL
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

Timeline

Fleet Driver

Avis Budget Group
07.2022 - Current

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

Bachelor of Science - Criminal Justice

Wyotech University - Tampa

Associate of Science - Criminal Justice

Corrithans
Janez McLaurin