Janna Brooks
Smyrna,TN
Summary
Knowledgeable and dedicated customer service professional with 23 years of experience. Solid team player with outgoing, positive demeanor. Hardworking and passionate with strong organizational skills eager to secure Dental Assisting or Dental Receptionist position. Ready to help team achieve company goals.
Overview
20
20
years of professional experience
Work History
Utilities Customer Service Representative
Town Of Smyrna
10.2020 - 06.2023
- Assisted customers by phone, email, and in person.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Did all web requests for new services, transfers, and disconnects.
- Wrote up TAP fees for new residential and commercial accounts.
- Answered high bill complaints for both gas and water services.
- Calculated and notarized leak adjustments and pool adjustments.
- Ran report for customers at least 30 to 45 days past due, checked individual accounts for arrangements and vouchers, then sent out list to water and gas crew for disconnect.
- Entered certificate of occupancy and gas inspection approvals to accounts using CityWorks web program.
- Entered all new taps into system and created account numbers.
- Obtained meter readings for all hydrant meters checked out on a monthly basis.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Relations Representative
JPW Industries
11.2019 - 07.2020
- Communicated with customers to assess and address individual needs, providing timely and quality support via SAP systems.
- Provided information on products, warranty, stock status, delivery dates, back order procedures, product return and company policy to all inquiring customers.
- Completed direct order-entry process of all orders received by telephone, fax, or mail in a timely manner.
- As required, confer with other departments to ensure timely shipment/delivery of products to customers.
- Approve return goods authorizations within approved limits and process in a timely and professional manner.
- Responsible for dealing directly with the public for warranty issues, sale of repair parts and accessories.
- Handle secure information such as personal information, financial information, credit card numbers, etc.
- Responsible for completing special projects, tasks or other duties as assigned.
Member Support Specialist II
Middle Tennessee Electric Membership Corporation
09.2008 - 09.2017
- Answered up to 150 calls daily with a positive attitude and focus on customer satisfaction.
- Handled billing questions and complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of service and billing information to offer knowledgeable and educated responses to diverse customer questions.
- Initiated new services, transferred services, or closed services for members.
- Verified customer identification and documentation for compliant transactions.
- Processed bill payments by phone.
- Referred any unresolved customer grievances to designated departments for further investigation.
- Reported service outages/issues using OMS.
- Developed reputation as an employee with high accuracy levels as well as many positive reviews from members acknowledging dedication to provide excellent customer service.
Service Specialist
Middle Tennessee Electric Membership Corporation
06.2007 - 09.2008
- Maintained member satisfaction with forward-thinking strategies focused on addressing member needs and resolving concerns.
- Managed engineering changes using SAP systems.
- Copied, logged, and scanned supporting documentation.
- Obtained documents, clearances, certificates, and approvals from local, state, and federal agencies to start electric service for new members and/or new organizations.
- Entered details such as payments, account information, and meter readings.
- Signed up members for new service, transferred services, or ended services based on needs.
- Carried out member requests in person, by email, and telephone providing superior customer service.
Office Clerk
Middle Tennessee Electric Membership Corporation
09.2003 - 06.2007
- Answered multiple phone lines and assisted members by transferring them to the appropriate department.
- Greeted all persons entering the building in a professional and courteous manner.
- Took payments in multi-lane drive through and at front desk.
- Balanced cash drawer daily which included cash, checks, and money orders.
- Sorted and opened large amounts of mail.
- Posted mailed in payments in large batches and balanced checks.
- Initiated, transferred, or closed electric service for members.
- Answered billing questions and handled complaints in a professional and courteous manner.
Education
High School Diploma -
Smyrna High School
Smyrna, TN05.1997
RDA - Dental Assisting
TN Professional Training Institute
Murfreesboro, TN 2023 - Current
Skills
- Experience with ICWeb, SAP, and NISC computer systems
- MS Windows Proficient
- High accuracy
- Excellent Phone Etiquette
- Customer Oriented
- Exceptional Communication Skills
- Multi-Line Telephone Operation
- Money Handling Abilities
- Typing Proficiency
- 10-Key
Timeline
RDA - Dental Assisting
TN Professional Training Institute
2023 - Current
Utilities Customer Service Representative
Town Of Smyrna
10.2020 - 06.2023
Customer Relations Representative
JPW Industries
11.2019 - 07.2020
Member Support Specialist II
Middle Tennessee Electric Membership Corporation
09.2008 - 09.2017
Service Specialist
Middle Tennessee Electric Membership Corporation
06.2007 - 09.2008
Office Clerk
Middle Tennessee Electric Membership Corporation
09.2003 - 06.2007
High School Diploma -
Smyrna High School
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