Janoya McPhee
Tallahassee,Florida
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Healthcare Group
Remote
01.2023 - 06.2023
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Pharmacy Care Coordinator
SelectRx
Remote
02.2022 - 11.2022
- Monitored pharmaceutical stock to determine inventory level, anticipating required medications and supplies as well as placing and expediting orders.
- Assisted patients with dispensing, counseling and advising.
- Analyzed and summarized data to support and develop efficient workflow operations.
- Coordinated activities and schedules of pharmacy staff to maximum efficiency and outcomes.
- Communicated with patients, ensuring that medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Sales Development Advisor
SelectQuote
Overland Park, United States
09.2021 - 01.2022
- Developed advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Reviewed customer feedback to identify areas for product improvement and to create better customer experiences.
- Developed successful strategies for identifying and converting prospective clients to long-term customers.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
Customer Service/Technical Support Representative
Dish Tv
Remote
04.2021 - 07.2021
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded promptly to incoming sales leads and requests for technical support.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
Admissions Representative
Full Sail University
Remote
02.2021 - 03.2021
- Reviewed admissions applications to check students' eligibility for acceptance.
- Explained admissions procedures and courses offered to potential students.
- Spoke to groups of prospective students about enrollment, institution benefits and features during information sessions.
- Supported students through admissions process by answering questions and assisting with forms.
Customer Service Representative
Abbot Laboratories
Remote
08.2020 - 02.2021
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cashier
Tallahassee Memorial Hospital
Tallahassee, United States
08.2019 - 06.2020
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked closely with shift manager to solve problems and handle customer concerns.
Food Hostess
Tallahassee Memorial Hospital
Tallahassee, United States
01.2019 - 08.2019
- Answered customer questions about hours, seating, and menu information.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Trained new hostesses on customer service best practices and hospital policies to maintain high standards of service.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Answered phone calls to take orders, give information and document reservations.
Team Member
Whataburguer
Tallahassee, United States
06.2018 - 01.2019
- Maintained productive, efficient approach to all tasks.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Operated register to process payments and collect cash payment for order totals.
- Worked different stations to provide optimal coverage and meet production goals.
Restaurant Hostess
Village Inn Cafe
Tallahassee, United States
05.2018 - 07.2018
- Answered customer questions about hours, seating, and menu information.
- Prepared dining room for service by cleaning , organizing tables and placing table settings.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Collected information from arriving customers to seat groups or place them on waitlist.
Crew Member
Popeye's Restaurants
Fort Pierre, United States
12.2016 - 06.2017
- Trained new team members on procedures, customer service, and sales techniques.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Took orders, prepared meals, and collected payments.
- Worked front counter, drive-thru and other areas.
Education
Bachelor of Arts - Business Administration
St Petersburg College
Tallahassee, FL05.2026
High School Diploma -
Fort Pierce Westwood High School
Fort Pierce, FL05.2017
Skills
- Data Collection
- Professional Telephone Demeanor
- Consultative Sales
- Call Management
- Customer Service
- Escalation Management
- Complaint Resolution
- Sales Strategy
- Product and Service Knowledge
- Product Demonstration
- Relationship Development
- CRM Tracking
- Opening and Closing Procedures
- Processing Payments
- Analytical Thinking
Certification
- 2-15 Life and Health Insurance License
Timeline
Customer Service Representative
United Healthcare Group
01.2023 - 06.2023
Pharmacy Care Coordinator
SelectRx
02.2022 - 11.2022
Sales Development Advisor
SelectQuote
09.2021 - 01.2022
Customer Service/Technical Support Representative
Dish Tv
04.2021 - 07.2021
Admissions Representative
Full Sail University
02.2021 - 03.2021
Customer Service Representative
Abbot Laboratories
08.2020 - 02.2021
Cashier
Tallahassee Memorial Hospital
08.2019 - 06.2020
Food Hostess
Tallahassee Memorial Hospital
01.2019 - 08.2019
Team Member
Whataburguer
06.2018 - 01.2019
Restaurant Hostess
Village Inn Cafe
05.2018 - 07.2018
Crew Member
Popeye's Restaurants
12.2016 - 06.2017
Bachelor of Arts - Business Administration
St Petersburg College
High School Diploma -
Fort Pierce Westwood High School