Janine Niemann
Norwalk,CA
Summary
Experienced customer support associate with 11 years of service, focusing on user advocacy and resolving technical issues. Adept at managing inquiries and ensuring compliance with service level agreements, while fostering a high standard of care and support. Resourceful Customer Support Associate known for high productivity and efficient task completion. Specialize in problem-solving, clear communication, and technical support skills. Excel in empathy, adaptability, and patience which enhance customer satisfaction and loyalty. Committed to resolving issues promptly and improving service standards across interactions.
Overview
9
9
years of professional experience
Work History
Customer Support Associate II
Alignment Healthcare
Orange, CA
11.2017 - Current
- Provide user support via zendesk
- Act as an advocate and onboarding specialist for users.
- First touch point for all users. Responsible for ensuring inquiries are handled regarding SLA.
- Diagnose and resolve non-complex technical issues, escalating issues to appropriate teams and follow up to ensure resolution.
- Customer support specialist
Customer Support Associate
Saint Joseph Heritage
Brea, CA
06.2016 - 09.2017
- Delivered exceptional customer service via inbound and outbound calls.
- Collaborated with departments to address complex customer issues efficiently.
- Educated customers on services offered by the healthcare organization.
- Managed scheduling for follow-up calls to ensure client satisfaction.
- Developed and updated FAQs to improve customer self-service resources.
- Resolved customer inquiries in a timely manner.
- Developed strategies for resolving difficult customer situations.
- Analyzed customer service trends and created solutions to address them.
- Conducted monthly staff meetings to align care team objectives.
Education
Associate's degree - Communications
Cerritos College
Cerritos, CA07.2025
Skills
- Chat customer service
- Email response specialist
- Zendesk
- Microsoft Excel
- Microsoft Office
- Technical support
- Customer service
- Written communication
- System testing
- Adaptability and flexibility
- Remote support
Timeline
Customer Support Associate II
Alignment Healthcare
11.2017 - Current
Customer Support Associate
Saint Joseph Heritage
06.2016 - 09.2017
Associate's degree - Communications
Cerritos College