Janice Overton
Fayetteville,NC
Summary
Results-driven Customer Support Representative with over 8 years of experience delivering exceptional service and technical support. Skilled in problem-solving, conflict resolution, and consistently exceeding performance metrics. Known for building strong customer relationships and increasing customer satisfaction.
Overview
10
10
years of professional experience
Work History
Technician Support Representative
Comcast
Atlanta
10.2019 - 02.2024
- Ensured data security and confidentiality, protecting sensitive customer information
- Successfully resolved complex technical issues for video, internet, and telephony products, enhancing customer satisfaction
- Maintained meticulous records for cross-functional feedback, improving order management processes
- Recognized as a top performer for meeting and exceeding metrics in average handling time and first call resolution
- Managed and revised over 100 work order calls daily, achieving a 95% retention rate and boosting upsell opportunities by 20%
- Conducted thorough contract reviews and verifications, ensuring compliance with service-level agreements
- Advised customers on company policies and handled inquiries across various communication channels
- Followed up on unresolved issues, ensuring a high level of customer satisfaction.
Communication Operator II Field Liaison
Comcast
Atlanta
05.2015 - 10.2019
- Delivered excellent customer service by providing detailed product information and resolving service issues
- Built and maintained strong customer relationships, leading to increased loyalty and repeat business
- Managed high-volume customer calls efficiently in a fast-paced call center environment
- Documented, researched, and resolved customer service issues, contributing to a 15% improvement in service delivery
- Informed customers of promotions and special offers, resulting in a 10% increase in sales.
Data Entry Specialist
Hendrick Staffing Group
Bogart
05.2014 - 05.2015
- Entered large volumes of information daily with a high degree of accuracy, ensuring data integrity
- Maintained high customer satisfaction through consistent quality interactions and timely follow-up
- Effectively communicated with physicians and medical providers to clarify and facilitate clinical requests
- Assisted patients with completing necessary paperwork, improving appointment efficiency.
Education
Computer Science -
Gwinnett Technical College
GeorgiaSkills
- CRM Software
- Records Management
- Problem Solving
- Critical Thinking
- Email Support
- Attention to Detail
- Positive Attitude
- Customer Inquiries
- Research
- Conflict Resolution
Timeline
Technician Support Representative
Comcast
10.2019 - 02.2024
Communication Operator II Field Liaison
Comcast
05.2015 - 10.2019
Data Entry Specialist
Hendrick Staffing Group
05.2014 - 05.2015
Computer Science -
Gwinnett Technical College