Janis Keefe

• Trained new customer service agents on policies and procedures to support favorable customer experiences.
• Actively participated in team meetings, sharing ideas

and suggestions for process improvements that enhanced service quality and efficiency.

• Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
• Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Cooperated closely with other departments to support achievement of customer experience outcomes.
• Cross-trained and provided backup support for organizational leadership.
• Educated customers about billing, payment processing and support policies and procedures.
• Documented customer interactions in internal database to maintain customer service history details.

• Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Communicated with customers to assess and address individual needs, providing timely and quality support via Zendesk systems.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Assessed caller accounts to determine client benefits, identify service needs and resolve issues.
• Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.

• Answered multi-line phone system, routing calls to team members and insurance delivering messages to staff and greeting visitors.
• Scheduled office meetings and client appointments for staff teams.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
• Handled Policyholders correspondence and tracked records to foster office efficiency.
• Sorted and distributed office mail and recorded incoming shipments for office records.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Processed payments for multi-line insurance through computer software program.
• Processed evidence of insurance for Mortgage companies and Financial institutions.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Oversaw training and onboarding process for all newly hired employees within store.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Mentored and supported 12-15 employees to create strong workplace culture.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Increased sales by driving operational efficiencies and building excellent customer rapport.
• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
• Planned team-building exercises to increase employee performance and job satisfaction.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Reviewed sales and gross profit reports to determine options for increasing market growth.
• Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
• Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Monitored security and handled incidents calmly.