Summary
Overview
Work History
Education
Skills
Military Service
Timeline
Generic

Janovia Nelson

Summerville,United States

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

16
16
years of professional experience

Work History

Administrative Coordinator

Rivers of Love Prayer and Healing Center
06.2017 - 01.2025
  • Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Maintained a well-organized filing system to ensure easy access to important records and documents.
  • Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
  • Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness.
  • Enhanced communication between departments with timely and accurate preparation of reports and documents.
  • Collaborated closely with department heads for strategic planning purposes while ensuring their alignment with overall organizational goals.
  • Increased team productivity with effective delegation of tasks and prioritization of responsibilities.
  • Supported project management efforts by tracking deadlines, maintaining documentation, and communicating progress updates to stakeholders.
  • Contributed to a positive work environment by proactively addressing employee concerns and fostering open channels of communication among colleagues.
  • Organized successful events by overseeing logistics, managing vendors, and coordinating promotional efforts.
  • Contributed to the development of new policies or procedures that improved overall workflow efficiency within the administrative team.

Support Technician (Help Desk Call Center)

Charleston County School District
07.2020 - 01.2024
  • Application and systems troubleshooting, testing, and installation
  • Excellent problem-solving, planning, and organizing skills.
  • Actively identify incidents and manage the incident resolution process to provide service recovery.
  • Demonstrated and experienced working in a real-time production environment.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
  • Updated documentation and produced reports.
  • Created user accounts and assigned permissions.
  • Maintained and managed high call volumes and assisted in meeting customer goals
  • Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
  • Managed inventory of hardware components for timely replacement or repair as needed.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate components and systems.
  • Responded to telephone, email and in-person inquiries regarding operation, use and repair.
  • Trained junior technicians to improve their technical skills and increase overall team productivity.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

PSE Mail Processing Clerk

Post Office USPS
11.2019 - 05.2020
  • Sorted and processed incoming mail, ensuring accurate delivery to the appropriate recipients
  • Operated mail processing equipment such as sorting machines and postage meters with precision and efficiency
  • Maintained a high level of attention to detail when verifying addresses, names, and other important information on envelopes
  • Collaborated with team members to meet daily quotas for processing outgoing mail
  • Assisted in the organization and distribution of bulk mailings, including newsletters, promotional materials, and invoices
  • Troubleshot minor issues with mail processing equipment or escalated problems to maintenance technicians for resolution
  • Maintained cleanliness and organization in the mail processing area to optimize workflow efficiency
  • Adhered to strict security protocols when handling sensitive or confidential documents during the sorting process
  • Performed quality control checks on processed mail to ensure accuracy and compliance with postal regulations
  • Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
  • Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.

IT Technician

Orangeburg County School District
07.2017 - 11.2019
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Streamlined IT support processes, resulting in increased productivity within the department.
  • Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
  • Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
  • Reduced system outages, proactively identifying and addressing potential issues through continuous monitoring tools.
  • Fostered collaboration across departments, integrating IT solutions that enhanced overall productivity and communication.

Non-Commissioned Officer in Charge

U.S. Army
01.2009 - 01.2014
  • Mentored junior officers to develop leadership skills, fostering a culture of continuous improvement within the organization.
  • Enhanced team performance by implementing efficient communication and decision-making strategies.
  • Fostered a positive work environment, promoting collaboration and teamwork among diverse personnel.
  • Conducted thorough risk assessments to minimize potential hazards during military exercises and deployments.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Implemented measures to maintain high morale among troops, boosting retention rates within the unit.
  • Evaluated subordinate performance fairly and accurately, providing constructive feedback for professional growth opportunities.
  • Increased operational readiness through meticulous equipment maintenance and resource management.
  • Developed adaptive strategies for unpredictable situations, ensuring the safety and success of all missions.
  • Maintained strict adherence to regulations and protocols while supervising daily activities within the military force structure.
  • Handled administrative records, document processing and payroll needs.

Education

High school diploma -

Calhoun County High School
Saint Matthews, SC
05.2008

A.A.S OF APPLIED SCIENCE - COMPUTER TECHNOLOGY

CALHOUN TECHNICAL COLLEGE
Orangeburg, SC
05-2017

Skills

  • Proficient in computer science
  • Skilled in visual communication design
  • Leadership in project management
  • Customer support
  • Skilled in managing office processes
  • Extensive experience in customer support
  • Project management expertise
  • Customer service representative
  • End-user support expertise
  • Customer relationship management
  • Team management
  • Veteran with six years of service
  • Proficient in Microsoft Office
  • Time management
  • Data entry
  • Attention to detail
  • File organization
  • Documentation and recordkeeping
  • Telephone etiquette
  • Inbound phone call handling
  • Office inventory management
  • Team collaboration

Military Service

  • Branch: United States Army
  • Service Country: United States
  • Rank: E5/SGT
  • January 2009 to December 2014

Timeline

Support Technician (Help Desk Call Center)

Charleston County School District
07.2020 - 01.2024

PSE Mail Processing Clerk

Post Office USPS
11.2019 - 05.2020

IT Technician

Orangeburg County School District
07.2017 - 11.2019

Administrative Coordinator

Rivers of Love Prayer and Healing Center
06.2017 - 01.2025

Non-Commissioned Officer in Charge

U.S. Army
01.2009 - 01.2014

High school diploma -

Calhoun County High School

A.A.S OF APPLIED SCIENCE - COMPUTER TECHNOLOGY

CALHOUN TECHNICAL COLLEGE

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