Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Janice Garrett

Rocky Mount,NC

Summary

To obtain a job as a customer services representative where I can utilize my management skills and customer satisfaction training. Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.

Overview

2018
2018
years of professional experience
1
1
Certification

Work History

Regional Support Center Rep III

Charter Communications
  • Assist escalated customer with recurring issues
  • Be a liaison between the tech and customer
  • Resolved ongoing issues
  • Follow up to ensure issues are resolved.

Video Repair Agent

Charter Communications, Time Warner Cable
10.2016 - 02.2018
  • Maintained accurate records of repairs, ensuring proper tracking and inventory control.
  • Met or exceeded performance metrics by efficiently managing workload and prioritizing tasks based on urgency or complexity.
  • Implemented new repair techniques, staying current with industry trends and best practices.
  • Strengthened relationships with clients through consistent communication during the repair process.
  • Resolved escalated customer complaints, demonstrating empathy and professionalism while finding satisfactory solutions.
  • Educated customers on device maintenance and usage to prevent future issues.

Operation Team Manager

Alorica (formerly West Corporation)
01.2013 - 01.2016


  • Approve payroll and correct time
  • Maintain line adherence
  • Create policy and procedures to enhance performance
  • Addressed customer service inquiries in a timely and accurate fashion
  • Maintained up-to-date records at all times
  • Developed effective relationships with all call center departments through clear communication
  • Ran reports and supplied data to fulfill customer report requirements.
  • Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
  • Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.

Trainer

Alorica (formerly West Corporation)
01.2012 - 01.2013
  • Trained agents on proper procedures
  • Provided extensive feedback during mocked calls to prepare for production
  • Created training modules and materials.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.

Production Team Lead/Operations Team Supervisor

Alorica (formerly West Corporation)
01.2007 - 01.2012
  • Coached and developed agents to meet quality standards and meet company policy and procedures
  • Monitored and reported performance on a weekly basis
  • Set up personal development meetings
  • Provided feedback from weekly calls
  • Supervised production floor.
  • Attained higher product consistency through the development and enforcement of standardized operating procedures.
  • Boosted morale, fostering a positive work environment through open communication and supportive leadership practices.
  • Collaborated with cross-functional teams to optimize workflows, resulting in increased productivity levels.

Customer Service Representative

West Corporation
06.2006 - 01.2007
  • Responsible for customer service, billing, payments, and technical support.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.

Education

A.A. in Medical Administration -

University of Phoenix
01.2013

Skills

  • Ability to maintain detailed administrative and procedural processes to improve accuracy and efficiency
  • Proficient with Microsoft Office
  • Provided accurate and appropriate information in response to customer inquiries
  • Demonstrated mastery of customer service call script within specified timeframes
  • Formulated and enforced Service Center policies, procedures and quality assurance measures
  • Handled sensitive client and customer information with discretion
  • Handled customer and client escalations in a timely manner
  • Customer Support
  • Goal-oriented mindset
  • Customer Relations

Certification

  • Micro Accounting Certification 2024-2025

Timeline

Video Repair Agent

Charter Communications, Time Warner Cable
10.2016 - 02.2018

Operation Team Manager

Alorica (formerly West Corporation)
01.2013 - 01.2016

Trainer

Alorica (formerly West Corporation)
01.2012 - 01.2013

Production Team Lead/Operations Team Supervisor

Alorica (formerly West Corporation)
01.2007 - 01.2012

Customer Service Representative

West Corporation
06.2006 - 01.2007

Regional Support Center Rep III

Charter Communications

A.A. in Medical Administration -

University of Phoenix

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Janice Garrett