Jani Rodgers
Jacksonville,FL
Summary
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
8
8
years of professional experience
Work History
Customer Service Representative
Prudential Financial
Jacksonville, FL
11.2023 - 12.2024
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted clients with claims processes, providing guidance and support.
- Delivered outstanding customer service, addressing client inquiries and concerns promptly.
- Calculated premiums and established payment methods.
- Analyzed clients' financial situations to propose solutions that align with their long-term goals.
- Maintained a high level of professionalism when dealing with difficult customers.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Contacted customers with delinquent accounts to solicit payment.
- Assisted customers with inquiries regarding payment processing.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
Customer Service Representative
Bank Of America
Jacksonville, FL
10.2022 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
Fraud Specialist
Citibank
Jacksonville, FL
05.2019 - 10.2022
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
Emergency Road Service Dispatcher
GEICO
Macon, GA
08.2016 - 04.2019
- Developed and implemented customer service policies and procedures.
- Utilized customer feedback to improve customer service.
- Scheduled and organized delivery routes.
- Monitored and tracked dispatch communication systems.
- Tracked and monitored vehicle performance and maintenance.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Education
High School Diploma -
Sandalwood High School
Jacksonville, FL06-2012
Skills
- Chat Support
- Email Support
- Information Security
- Scheduling
- Account Updating
- Data Entry
- Call Management
- Attention to Detail
- Analytical Skills
- Customer Service
- Decision Making
- Problem Solving
- Call center experience
- Adaptability and flexibility
- Collections management
- Payment processing
- File/records maintenance
- Typing speed 60wpm
Computer Operations
Education
Fort Valley, GA
Contact
Jacksonville, FL 32209
Timeline
Customer Service Representative
Prudential Financial
11.2023 - 12.2024
Customer Service Representative
Bank Of America
10.2022 - 10.2023
Fraud Specialist
Citibank
05.2019 - 10.2022
Emergency Road Service Dispatcher
GEICO
08.2016 - 04.2019
High School Diploma -
Sandalwood High School