Janine Reaux
Sarasota,FL
Summary
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
12
12
years of professional experience
Work History
Virtual Gate Guard
Envera Systems
Sarasota, FL
01.2024 - Current
- Checked identification cards of visitors and employees to verify their authorization to enter the premises.
- Maintained logs of all visitors, contractors, and vendors entering or leaving the facility.
- Monitored security cameras and alarms to ensure a safe environment.
Customer Service Call Center Supervisor
Anywhere Realty
Sarasota, FL
09.2018 - 11.2023
- Coordinated customer service staff to ensure prompt resolution of customer inquiries.
- Monitored call center performance metrics and identified areas for improvement.
- Enforced company policies, procedures, and standards related to customer service operations.
- Conducted regular one-on-one meetings with team members to discuss progress and development needs.
- Developed training plans for new hires and existing staff on customer service best practices.
- Resolved escalated customer complaints in a timely manner.
- Managed daily staffing schedules to ensure adequate coverage at all times.
- Established strong relationships with customers through active listening and problem solving skills.
- Provided support to agents during peak volume periods or when additional assistance was needed.
- Contacted customers to assess needs and deliver solutions.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Counter Senior Clerk
Dollar Thrifty Car Rental
Sarasota, FL
09.2018 - 09.2019
- Greeted customers and provided excellent customer service.
- Assisted customers with product selections, ensuring their satisfaction.
- Operated cash register to process payments accurately and efficiently.
- Processed returns and exchanges according to company policies.
- Answered customer inquiries regarding products, services, and promotions.
- Resolved customer complaints in a professional manner.
- Performed opening and closing duties including counting money in register drawer.
- Balanced daily receipts against sales transactions on POS system.
- Cross-trained colleagues on counter operations and procedures.
Customer Service Representative/Supervisor
Staffmark/HomeDepot Call Center
Marietta, GA
04.2012 - 02.2017
- Conducted regular performance reviews with team members to identify areas of improvement in customer service skills.
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
- Developed strategies for improving customer relations, such as creating a customer loyalty program and using customer feedback surveys.
- Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call.
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution.
- Developed processes for handling escalated customer complaints in an efficient manner.
- Ensured that all Customer Service Representatives had the necessary tools and resources needed to perform their job duties effectively.
- Analyzed daily reports from agents on call trends, individual performance metrics and overall customer satisfaction levels.
- Maintained accurate records of all interactions between customers and representatives including complaints, resolutions, escalations.
- Created weekly and monthly reports summarizing key performance indicators for management review.
- Collaborated with Human Resources on disciplinary action plans when needed due to poor performance or misconduct among staff members.
- Trained staff to provide excellent customer service to challenging customers.
- Led department and supported team leads with process and personnel needs.
- Monitored team of 15 Customer Services Representatives to assess knowledge, tone and adherence to company policy.
- Resolved customer complaints or answered customers' questions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
High School Diploma -
Academy of Our Lady High School
Chicago, IL06-1989
Associate of Arts - Communications
Xavier University of Louisiana
New Orleans, LASkills
- Identity checks
- Maintaining records
- Customer Service
- Active Listening
- Professional Demeanor
- Analytical Thinking
- Team Leadership
- Adaptable and Flexible
- Task Prioritization
- Problem-solving aptitude
- Multitasking
- Team Player
- Honest and Dependable
- Reliable and Responsible
- Excellent Communication
Timeline
Virtual Gate Guard
Envera Systems
01.2024 - Current
Customer Service Call Center Supervisor
Anywhere Realty
09.2018 - 11.2023
Counter Senior Clerk
Dollar Thrifty Car Rental
09.2018 - 09.2019
Customer Service Representative/Supervisor
Staffmark/HomeDepot Call Center
04.2012 - 02.2017
High School Diploma -
Academy of Our Lady High School
Associate of Arts - Communications
Xavier University of Louisiana
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