Janice Young
Living Limitlessly, LLC ARISE Platform
Charlotte,North Carolina
17
years of professional experience
Customer Service Representative, former Entertainment Business Manager, and former Mortgage Loan Coordinator at Accenture, adept at contract management and client relationship building. Excelled in high-pressure situations, maintaining over 90% accuracy in loan submissions. Skilled in analytical thinking and interpersonal communication, I bring a proven track record of process improvement and effective business management. Seeking to utilize excellent communication, interpersonal, and organizational skills to complete tasks. Reliable with a good work ethic and the ability to quickly adapt to new tasks and environments.
Work History
Customer Service Representative 1
11 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined complaint resolution processes, enhancing customer satisfaction and retention.
- Collaborated with team members to improve service delivery standards and operational efficiency.
- Mentored junior representatives, fostering skill development and knowledge sharing within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
1 Year 10 Months- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customer
Entertainment Business Manager
7 Years 2 Months- Negotiating contracts and pay rates with performers based on budgetary restrictions
- Maintains relationships with clients, entertainers, and corporate entities
- Works with interruptions and performs multiple tasks while remaining collected in high pressure situations
- Always maintain complete confidentiality of all company information.
Mortgage Loan Coordinator
2 Years 7 Months- Inbound and outbound calls to the borrowers for additional information required to complete the loan process
- Build strong communication skills with outside vendors
- Completed denial and approval calls to the borrower
- Maintained heavy loan volume each month with a 90% or better accuracy for loans submitted for closing
- Worked in a heavy call volume environment
- Completed all required regulatory annual training.
Education
Bachelor - Computer Science
Skills
Expert in file management and documentation
ensuring compliance with Fair Housing Regulations and efficient contract management.
Strong interpersonal communication and relationship management skills
enhancing client interactions and fostering trust.
Active listening
Critical thinking
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Customer satisfaction measurement
Professional telephone demeanor
Microsoft outlook
Call center operations
Call management
Timeline
Customer Service Representative 1
Harris National Employment-Freedom Mortgage
09.2025 - CurrentRead More
Customer Service Representative
Living Limitlessly, LLC ARISE Platform
10.2024 - CurrentRead More
Entertainment Business Manager
Diesel Entertainment, LLC
07.2017 - 09.2024Read More
Mortgage Loan Coordinator
Accenture
06.2009 - 01.2012Read More
Johnson C. Smith University
Bachelor from Computer Science
Read More