Janice Hinton
Atlanta,GA
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. 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, ad providing customized solutions to build loyalty.
Overview
27
27
years of professional experience
Work History
Customer Service Escalation Specialist
The Atlanta Journal-Constitution
01.2022 - 10.2023
- Defused 12+ escalated calls, 30+ emails, and live chats per day and if necessary open task for the proper department to resolve the issue.
- Coached and developed Tier 1 associates to ensure quality metrics were met at 85%.
- Aided with project related assignments moving customers in a geographical area from print digital accounts with a successful 100% changeover.
- Provided product information and recommendations to customers increasing sales by 25%.
- Collaborated with other departments to prevent customer cancellations, de-escalating service issues to achieve customer satisfaction.
Customer Resolution Specialist
The Coca-Cola Company
07.1996 - 11.2020
- Handles 150+ inbound calls per day about fountain equipment service, phone-fix service, and scheduled installation for restaurant customers.
- Researched and resolved service issues for customers, business partners, and sales representatives to accelerate service request using information systems.
- Received, recorded, and responded to customer inquiries using database tools.
- Provided exceptional customer service by addressing service requests and resolving promptly, resulting in solely meeting department KBI’s by 92%.
- Educated 20+ newly hired employees on training material and department best practices.
- Coordinated with sales support to ensure equipment installation schedules were met promptly and concisely to enhance overall customer experience and loyalty.
Education
High School Diploma -
Wilby High School
Waterbury, CT05.1987
Skills
- 25yrs Of MS Office
- Call Center Organization
- Excellent telephonic etiquette and outstanding customer service skills
- Training and development
- Relationship Management
- Ability to multi-task in a fast-pace environment
- Keyboarding 35 wpm
- Time Management
- Problem solving
Accomplishments
- Worked with company systems and diligently completed all assigned tasks, working overtime as needed.
- Researched, calmed and rapidly resolved client conflicts.
- Reviewed customer service tickets to ensure protocols are implemented and ticket discipline are followed.
- assist technicians emphasizing first call resolution.
- Reviewed call logs and addressed issues in real time.
- Assisted customers over the phone regarding various issue they encountered and worked to resolve the issue without escalation.
- Supervised team of customer service representatives.
- Developed and supervised team building for success
- Coaching teams members to increase individual skill development.
Customer Assistance
Customer Service
Customer Interface
Team Devolvement
Skills
Administrative, clerical, customer service, customer service skills, Data Entry, fast, Keyboarding, managing, Excel, mail, MS Office, Word, organizational, pc software, problem solving skills, quick, read, selling, take messages, telephone, 35 wpm, unique, verbal communication skills,
Timeline
Customer Service Escalation Specialist
The Atlanta Journal-Constitution
01.2022 - 10.2023
Customer Resolution Specialist
The Coca-Cola Company
07.1996 - 11.2020
High School Diploma -
Wilby High School
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