Janice Hinton
Customer Service Specialist
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
Atlanta, GA
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
Atlanta, GA
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
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
- Active Listening
- Escalation Management
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
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementPaid sick leaveHealthcare benefitsCompany CultureWork from home optionPaid time offFlexible work hoursWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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