Summary
Overview
Work History
Education
Skills
Timeline
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Jan Joy Gillum

Jan Joy Gillum

Account Manager
Glendale,AZ

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Automotive industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Sr Client Service Rep - Commercial

Cox Automotive
Phoenix, AZ
09.2020 - Current
  • Responsible for professionally responding to client inquiries, troubleshooting, and providing information to resolve clients’ concerns
  • Use critical thinking and problem-solving skills to resolve wide variety of issues
  • Manage escalation cases with professionalism and focus on client satisfaction
  • Mentor team members to improve departments overall success and client satisfaction
  • Work with internal team members via phone, email, and IM to escalate system and client issues
  • Work on projects as assigned by Manager/Supervisor such as training and development of newly hired account representatives.
  • Accurately document work in all systems.

Sr Client Service Rep- Dealer Sales

Cox Automotive
Phoenix, AZ
12.2018 - 09.2020
  • Served as client advocate and am responsible for client satisfaction based on task ownership and accurate resolution in a call center environment.
  • Manage high volume of tasks that require me to leverage various resources to identify client’s need, clarify and communicate information.
  • Research issues and provide effective resolution while keeping client's satisfaction at core of every decision and behavior.
  • Received several written accolades from customers as well as from Leadership.

Digital Support Specialist/Customer Service Representative

TELEREACH INC
Mesa, AZ
05.2015 - 12.2018
  • Provided digital support to subscribers of various newspapers with digital apps and devices.
  • Efficiently and effectively respond to customers' issues via phone, email and chat..
  • Accurately post credit\debit\ banking information via proprietary software systems.
  • Extend superior customer service within Call Center environment.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Education

Bachelor of Arts - Political Science

Fordham University
The Bronx, NY
05.1988

High School Diploma -

Evander Childs High School
The Bronx, NY
06.1983

Skills

Excellent written and verbal communication skills

Working knowledge of computer usage including MS Excel

Ability to work with a high sense of urgency in a fast-paced environment

Ability to work independently in a matrix environment to execute and deliver results

  • Computer Experience
  • Ability To Prioritize
  • Windows

Timeline

Sr Client Service Rep - Commercial

Cox Automotive
09.2020 - Current

Sr Client Service Rep- Dealer Sales

Cox Automotive
12.2018 - 09.2020

Digital Support Specialist/Customer Service Representative

TELEREACH INC
05.2015 - 12.2018

Bachelor of Arts - Political Science

Fordham University

High School Diploma -

Evander Childs High School

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Jan Joy GillumAccount Manager