Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
Generic

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, CT
05.1987

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


    Customer Assistance

  • Worked with company systems and diligently completed all assigned tasks, working overtime as needed.
  • Customer Service

  • 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.
  • Customer Interface

  • Assisted customers over the phone regarding various issue they encountered and worked to resolve the issue without escalation.
  • Team Devolvement

  • Supervised team of customer service representatives.
  • Developed and supervised team building for success
  • Coaching teams members to increase individual skill development.

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
Janice Hinton