Janiah Hines
Stockbridge,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
• Authorized to work in the United States for any employer without needing sponsorship
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Retention 2 Specialist
State Farm
Dunwoody, GA
07.2023 - 01.2024
- I followed all company policies and procedures to deliver quality work.
- I transacted Auto and Fire policies for customers in 48 states of the U.S
- Listened and responded accordingly to all customer's request and forwarded all important information and documents to their appropriate departments.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Optimized customer experience by delivering the most satisfactory customer services.
- Collected sensitive customer information accurately and entered into Statefarm's database system to determine insurance rates and eligible.
- Assisted with troubleshooting customer's accounts while responding to other representatives needs.
- In between taking phone calls, I completed mandatory training courses to stay updated on new company policies and/or procedures.
Inbound Customer Service Representative
Comcast
09.2022 - 04.2023
- At Comcast, I am responsible for delivering an exceptional customer service experience to all inbound callers, I make sure I am as thorough as possible with all customer interactions, so that customers have a positive and satisfactory experience with the customer service they've received.
- Actively listen to customers, handle concerns quickly and escalated major issues to supervisor.
- Generate customer service reports to track customer satisfaction.
- Answer numerous calls per shift to meet fast-paced call center demands.
- Detailed payment options and explain pricing, receipt and billing details to customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
Store Clerk
QuikTrip
06.2022 - 10.2022
- At Quiktrip I was responsible for providing an exceptional customer service experience to all customers that walked into the establishment.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Set up new sales displays each week with fresh merchandise.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Helped customers complete purchases, locate items, and join reward programs.
- Resolved complaints by providing knowledgeable, quick service to meet any need and promote loyalty.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Checked personal identifications during alcohol and tobacco sales.
Cashier/Sales Associate
Walmart
10.2019 - 04.2020
- At Walmart, I was responsible for providing a very pleasant customer service experience to all customers that walked in the establishment to establish a sense of trust and willingness to help customers.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Informed customers of current store promotions to encourage additional sales purchases.
- Trained new associates on cash register operations, conducting customer transactions, and balancing drawer.
- Greeted customers and helped with product questions, selections, and purchases.
- Issued receipts and processed refunds, credits, or exchanges.
- Answered questions about store policies and addressed customer concerns.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
Cashier/Customer Service
Dairy Queen
06.2018 - 10.2019
- At Dairy Queen, I was responsible for providing an exceptional customer service, greeting every customer that walked into the establishment.
- Met customer service goals and exceeded customer expectations.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Utilized POS system to handle customer cash and credit card transactions.
Education
Undergraduate - Business Administration And Management
Fort Valley State University
Fort Valley, GAHigh school diploma -
Morrow High School
Skills
- Host/Hostess (4 years)
- Cashiering (5 years)
- Customer Service (5 years)
- Cash Handling (5 years)
- Serving Experience (5 years)
- Food Service (5 years)
- Organizational Skills (5 years)
- Time management (5 years)
- Ability to work at high volume (5 years)
- Retail Sales (4 years)
- POS (5 years)
- Customer focus & orientation — Proficient
- Responding to customer situations with sensitivity— Proficient
- Customer service — Proficient
- Identifying and resolving common customer issue
- Telemarketing Expertise
- High-Volume Call Centers
Certification
- Property and Casualty license in 48 states
Timeline
Customer Care Retention 2 Specialist
State Farm
07.2023 - 01.2024
Inbound Customer Service Representative
Comcast
09.2022 - 04.2023
Store Clerk
QuikTrip
06.2022 - 10.2022
Cashier/Sales Associate
Walmart
10.2019 - 04.2020
Cashier/Customer Service
Dairy Queen
06.2018 - 10.2019
Undergraduate - Business Administration And Management
Fort Valley State University
High school diploma -
Morrow High School