Janice Maxwell-Pope
Dillwyn,VA
Summary
Dynamic professional with a proven track record at Conduent, excelling in customer service and technical support. Leveraging strong analytical thinking and emotional intelligence, I effectively troubleshoot complex issues while maintaining data privacy. Recognized for enhancing user experience and fostering collaboration, I am committed to delivering exceptional results in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Apple Support Advisor (AHA)
Conduent
At Home Advisor ( NC, VA)
09.2019 - 03.2024
- Delivered exceptional customer service inquiries with professionalism/ empathy and technical support for customers with Iphone, Mac, Ipad, Apple software.
- Remotely accessed customers devices (with permission) using secure apple tools to troubleshoot in Real time.
- Constant research for unusual issues across multiple tools while talking with customer and documenting interactions and solutions accurately.
- Educated users with excellent verbal, listening and written communication on product functionality, AppleCare Services and Account Security.
- Maintained confidentiality, discretion due to handling customers personal information, data privacy and product security.
- Managed approximately 21 incoming calls, emails per day from customers
Maxwell Cleaning Services
Owner
Raleigh, NC
02.2011 - 05.2017
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Admin-Clerical
G.K Pope Trucking Company
Charlotte, NC
01.2008 - 02.2010
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Accounts receivable-payable, data entry, Created excel spreadsheets, Word, documents.
- Maintained drivers, mileage, logs, state DOT requirements. Maintained Quarterly taxes. General office duties.
- Adaptable and proficient in learning new concepts quickly and efficiently.
IBM-Global Administrative Assistant
Contracted Through Manpower
Charlotte, NC
03.2004 - 10.2007
- Managed global schedules, calendars, ensuring optimal coordination across multiple time zones.
- Developed and maintained efficient documentation processes to streamline administrative workflow for 15 IBM Managers.
- Coordinated special events, banquet, recognition dinners.
- Oversaw travel arrangements, optimizing itineraries for cost-effectiveness and convenience.
- Provided back-up coverage for other department assistants during time off.
- Team player and multitasking.
Education
High School Diploma -
Terry Sanford Senior High School
Fayetteville, NCNo Degree - Business Administration
Fayetteville Technical Community College
Fayetteville, NCSkills
- Analytical thinking
- Time management
- Critical thinking
- Written and Verbal communication
- Emotional Intelligence
- Problem-solving
- Goal setting
- Training and mentoring
- Researcher
- Excellent Customer Service
- Active listening
- Teamwork and collaboration
Timeline
Apple Support Advisor (AHA)
Conduent
09.2019 - 03.2024
Maxwell Cleaning Services
Owner
02.2011 - 05.2017
Admin-Clerical
G.K Pope Trucking Company
01.2008 - 02.2010
IBM-Global Administrative Assistant
Contracted Through Manpower
03.2004 - 10.2007
High School Diploma -
Terry Sanford Senior High School
No Degree - Business Administration
Fayetteville Technical Community College