Janna Murphy
Macon,GA
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.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
25
25
years of professional experience
Work History
Stylist
Great clips
06.2018 - Current
- Stylists must offer products (including attempting to upsell any designated products) while being sensitive to the customers’ needs. Fashion stylists may also be tasked with putting together attractive displays and placing outfits on mannequins to attract customers to the store and offer visual style suggestions. Stylists also help keep the store clean and well organized. In any type of stylist position, the stylist may have to follow a stylist guide and be able to build on this guide with creativity.
Email Support Representative
Teleperformance USA
02.2025 - 05.2025
- Resolved customer inquiries through email, ensuring timely and accurate support.
- Collaborated with cross-functional teams to improve response templates for efficiency.
- Trained new representatives on email protocols and best practices for customer service.
- Analyzed customer feedback to enhance service quality and address common issues.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Streamlined response times for efficient email support, improving overall customer experience.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
Chat Agent
Teleperformance USA-Remote
08.2024 - 12.2024
- Provided exceptional customer support via phone, email, and chat channels
- Developed deep expertise in company products/services through continuous learning initiatives
- Worked closely with the operations team to ensure smooth order processing and fulfillment
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
- Identified opportunities for process improvement within the customer service department and implemented effective solutions that resulted in XX% reduction in average handling time per call/email/chat
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above XX%
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- SEASONAL POSITION
Healthcare Customer Service Representative
CVS/caremark
09.2022 - 09.2023
- Delivered exceptional customer support by resolving inquiries and issues related to healthcare services.
- Managed complex case resolutions, ensuring accurate information was provided to patients and providers.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
CSR - Customer Service Representative (Remote)
Walmart
11.2019 - 08.2022
- Enhanced support for Walmart associates through applications aiding registers, pharmacy, merchandising, and eComm operations.
Lead Toddler/infant Teacher
Brightstar Learning Center-Macon, GA
02.2017 - 12.2017
- Teaching the curriculum to my class, helping children with daily activities to ensure that they learn how to be independent. Changing diapers, and washing hands. I completed multiple online courses through Bright From the Start. I am CPR/First Aid certified.
Food Prep
Byron, MN
05.2012 - 05.2016
- Basic cleaning duties, safe food preparation, and food weighing. Assisting customers and fulfilling the customers needs.
Sales Associate
Family dollar
05.2013 - 05.2015
- Assisting customers, cleaning duties (moping, wiping down glass, sweeping, etc..), filing paperwork, customers complaints , rearranging and decorating displays, Microsoft word, excel, and spread read.
Janitorial
GBM-Macon, GA
05.2000 - 08.2005
- Kept break room and bathroom cleaned
- Toke out all trash bags at the end of shift
- Sweep Hall way
- Dust offices
Education
Southeast High
Macon, GAAssociate of Applied Business -
University of Phoenix
Tempe, AZSkills
- Customer service
- Product knowledge
- Multitasking and organization
- Attention to detail
- Excellent communication
- Active listening
Timeline
Email Support Representative
Teleperformance USA
02.2025 - 05.2025
Chat Agent
Teleperformance USA-Remote
08.2024 - 12.2024
Healthcare Customer Service Representative
CVS/caremark
09.2022 - 09.2023
CSR - Customer Service Representative (Remote)
Walmart
11.2019 - 08.2022
Stylist
Great clips
06.2018 - Current
Lead Toddler/infant Teacher
Brightstar Learning Center-Macon, GA
02.2017 - 12.2017
Sales Associate
Family dollar
05.2013 - 05.2015
Food Prep
Byron, MN
05.2012 - 05.2016
Janitorial
GBM-Macon, GA
05.2000 - 08.2005
Southeast High
Associate of Applied Business -
University of Phoenix
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