Janicee Powell
Griffith,Indiana
Summary
Driven by a results-focused approach, I leveraged my problem-solving abilities and technical support expertise at Apple to enhance customer satisfaction and resolve complex issues. My proficiency in Microsoft Office Suite, combined with exceptional customer service skills, led to significant improvements in client relations and operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Uniquely Bossed up Llc
01.2023 - Current
- 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.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Updated all social accounts.
Social Media Content Creator
Cosmic Creations
02.2023 - 05.2024
- Enhanced brand awareness by creating engaging and shareable social media content.
- Managed content across multiple platforms for widest audience reach.
- Increased audience engagement through the development of tailored content for each platform.
- Scheduled regular postings using social media management tools, ensuring a steady stream of fresh content for followers'' consumption.
- Managed social media accounts, ensuring timely responses to comments and messages from the community.
- Developed an effective social media strategy, resulting in consistent growth in followers and engagement rates.
- Collaborated with influencers to create sponsored content, expanding brand exposure and attracting new followers.
- Created a monthly editorial calendar outlining planned content themes, allowing for strategic alignment between posting schedules and marketing goals.
- Organized cross-promotional campaigns with other brands or partners, mutually benefiting both parties through increased exposure from shared audiences.
- Gathered user-generated content for reposting purposes, fostering a sense of community among followers while also showcasing their own experiences with the brand or product offerings.
Technical Support Representative
Apple
08.2020 - 12.2022
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Cosmetology License - Beauty
Dorsey School of Beauty
Taylor, MIHigh School Diploma - General Studies
Cairo High School
Cairo, IL05.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Client Relations
- Microsoft Outlook
- Call Center Operations
- Scheduling
- Call Management
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Microsoft Office Suite
- Microsoft PowerPoint
- Technical Support
- Product Sales
Timeline
Social Media Content Creator
Cosmic Creations
02.2023 - 05.2024
Customer Service Representative
Uniquely Bossed up Llc
01.2023 - Current
Technical Support Representative
Apple
08.2020 - 12.2022
Cosmetology License - Beauty
Dorsey School of Beauty
High School Diploma - General Studies
Cairo High School
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