JANICE JOHNSON
Mesquite
Summary
I am seeking an opportunity to use my extensive experience in customer service, various product knowledge and quality focused mentality to become a key contributor within a company where I can assist in maximizing efficiency, identify growth potential and improve business productivity.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Genpact
06.2020 - 03.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multi-channel communications, including phone, email, and chat support.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Negotiated payment plans with clients to recover outstanding debts efficiently.
- Utilized collections software to track account status and update records accurately.
- Processed payments and applied to customer balances.
Customer Service
NTTA (North Texas Toll Authority)
02.2019 - 05.2020
- I currently work in a high volume call center servicing NTTA customer with payment processing, plan assistance, toll tag assistance and overall customer service request. I pride myself on offering excellent customer service with an empathetic ear and helpful attitude while ensuring to provide accurate information to the NTTA customers I speak with. I have received multiple awards and been recognized for my level of service however my true reward is satisfying my customers one at a time. I assist with team projects, weekly jump start meetings and training needs.
Telecommunication Porting Team Lead
Telvista
09.2017 - 12.2019
- I was privileged to work in the telecommunication field as a porting specialist who assisted customers with transferring their existing cell phone number to another carrier for new service. I excelled in quality and sales monthly while assisting in improving our call flow process by working with the training department. I was promoted to a Team Lead where I was able to assist my peers with difficult processes, dissatisfied customers and provide additional support to my management as an expert on our products. I took pride that I was a part of providing a great product to our customers and increasing the business. I handled talk off escalations from front line agents and strove to share the knowledge I had daily.
Security Technician
Convergys
10.2016 - 08.2017
- I worked as a contractor for AT&T Home Alarm Services assisting customers over the phone with troubleshooting issues with their alarm systems, managing their payment plans and scheduling technicians when necessary. I learned many new skills with this position that I have leveraged in my career since my time with Convergys. I was able to sign up for additional trainings offered to expand industry knowledge. I know that I made a difference to my customers and the security they felt about the safety of their home.
Medicare Customer Service
Optum
11.2014 - 08.2016
- I helped interested parties understand features and benefits of Medicare Advantage Part V Prescription Drug Plan (PDP) as well as Medicare approved discount drug card programs and other related assistance options. Responses included eligibility requirements, benefit breakdowns, material request, physician look up, payment status, patient information and medical authorizations. It was very rewarding to assist when people are in a situation of need. I handled inbound and outbound calls as well as written responses with daily high volume and sat metrics for performance.
Education
Diploma -
W. W. Samuel High School
05.1987
Skills
- Expert Written/Verbal Communication
- QA Review & Coaching
- Product/Client Management
- Finance/Accounting
- Team Player Mentality
- Microsoft Proficient
- Effective Decision Making
- Organized multitasker
- Customer service
- Customer relations
- Active listening
- Critical thinking
- Call center experience
- Documentation
Languages
English
Full Professional
Timeline
Customer Service Representative
Genpact
06.2020 - 03.2021
Customer Service
NTTA (North Texas Toll Authority)
02.2019 - 05.2020
Telecommunication Porting Team Lead
Telvista
09.2017 - 12.2019
Security Technician
Convergys
10.2016 - 08.2017
Medicare Customer Service
Optum
11.2014 - 08.2016
Diploma -
W. W. Samuel High School