Janine Merrill
Windham,ME
Summary
Dynamic customer service professional with extensive experience at excelling in high-volume call environments. Proven ability to enhance client satisfaction through effective problem-solving and attention to detail. Proficient in CRM software, consistently exceeding performance metrics while maintaining professionalism and fostering teamwork.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
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
23
23
years of professional experience
Work History
Front Desk Receptionist/Data Entry Clerk
Jackson & MacNicol
03.2025 - 09.2025
- Greeted and assisted visitors, ensuring a welcoming environment.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled appointments and maintained organized calendar for senior office staff.
- Completed all tasks in compliance with company policies and procedures.
- Handled assignments independently with good judgement and critical thinking skills.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Input data accurately into database systems to maintain up-to-date records.
- Completed data entry tasks with accuracy and efficiency.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Scanned documents and saved in database to keep records of essential organizational information.
- Processed incoming mail and packages, distributing them promptly to recipients.
- Completed data entry and filing to keep records updated for easy retrieval.
Call Center Representative
Great Falls Marketing/Support Services Group
05.2015 - 03.2025
- Managed high-volume inbound calls, ensuring prompt and courteous customer service.
- Assisted customers with inquiries, providing accurate information and prompt solutions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust and rapport with clients through empathetic listening and by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Documented customer interactions in CRM software to ensure accurate record-keeping.
- Adapted quickly to new systems and processes, ensuring seamless call handling operations.
- Resolved customer complaints efficiently, enhancing overall customer satisfaction levels.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Telephone Sales Agent
Legacy Publishing Company
10.2013 - 04.2015
- Delivered exceptional customer service to enhance client relationships and drive the Total Transformation parental series of books and tapes.
- Answered calls, took messages, and transferred calls to correct individuals.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Utilized CRM software to manage customer interactions and track sales progress efficiently.
- Led customers through smooth sales processes.
- Participated actively in ongoing training sessions, staying current on latest trends and developments within the industry.
- Adhered strictly to company policies, ensuring compliance with industry regulations and ethical standards in all interactions.
- Recorded and updated customer information in online systems.
- Answered questions about company offerings with knowledgeable responses about products and services.
Customer Service Representative
Pioneer Telephone
04.2009 - 09.2013
- Managed high-volume inbound calls, ensuring prompt and courteous customer service.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Documented call details in CRM systems, maintaining up-to-date records of customer interactions.
- Escalated complex issues to appropriate departments, facilitating quick resolution and improved customer experience.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Administrative Assistant/Front Office Secretary
New England Detroit Diesel-Allison
02.2003 - 03.2009
- Managed daily office operations, ensuring efficient workflow and resource allocation.
- Coordinated scheduling and communication for executive meetings and departmental activities.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Maintained accurate records and documentation using AS/400 software for data entry.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Handled busy multi-line phone system, directing calls to appropriate departments.
- Assisted in the smooth functioning of the office by managing high volumes of paperwork and information.
- Processed correspondence, conducted post office pick-ups bank runs and distributed mail to appropriate parties.
- Organized and maintained filing systems to ensure efficient document retrieval.
- Assisted with parts inventory as needed.
Education
Associate of Applied Science - Medical Office Assistant
Andover College
Portland, ME05-1988
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Telephone etiquette
- Data entry
- Team collaboration
- Problem-solving skills
- Verbal and written communication
- Issue and confidentiality handling
- Multi-line telephone systems
- Proficient in Microsoft Office Suite, Teams, Zoom, CRM software, Excel, Prevail, Outlook, Adobe Acrobat, Scanning software, etc
- Mail handling/sorting
- Spreadsheet tracking
- Multitasking and organization
- Email correspondence
- Customer assistance and interaction
- Call answering and routing
- Customer complaint resolution
Timeline
Front Desk Receptionist/Data Entry Clerk
Jackson & MacNicol
03.2025 - 09.2025
Call Center Representative
Great Falls Marketing/Support Services Group
05.2015 - 03.2025
Telephone Sales Agent
Legacy Publishing Company
10.2013 - 04.2015
Customer Service Representative
Pioneer Telephone
04.2009 - 09.2013
Administrative Assistant/Front Office Secretary
New England Detroit Diesel-Allison
02.2003 - 03.2009
Associate of Applied Science - Medical Office Assistant
Andover College
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