Janshen Horton
Springfield,MA
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions.
Overview
8
8
years of professional experience
Work History
Escalation Specialist
Fedpoint
08.2023 - Current
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answering escalation calls from level 1 representative.
- Provided level 1 customer service
Customer Service Professional
John Hancock Insurance
10.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Assisted customers by answering questions and responding to inquiries about their life insurance services
- Helped processing correspondence and making sure it will be mailed to the clients on time.
- Uses Salesforce as the primary tool
LOGISTICS SERVICE REPRESENTATIVE II
OnProcess Technology
05.2020 - 12.2021
- Handling inbound and outbound calls about returning smart devices and medical equipment and installing medical alarm equipment
- Manages basic KPI's and call line accuracy
- Exceeds expectation on annual review and helps people around
- Proficient in salesforce and uses five 9 as phone system application.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Prepared variety of different written communications, reports and documents to ensure smooth operations
TEAM LEADER
Inspiro Relia Inc
07.2016 - 01.2019
- Experience in 1 on 1 coaching and providing real time feedback to employees
- Experience in training new hires on both product and customer service skills
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response
- Optimized customer support by establishing collaborative service environment
- Coordinated weekly meetings for internal and external groups
- Led team of 30 members while providing exceptional customer service
CUSTOMER SERVICE ASSOCIATE
Ubiquity Global Services
11.2015 - 02.2016
- Responsible for configuring hardware devices to set-up pay-per-view services through phone call assistance.
- Up-selling products to customers and increased sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science (B.S - Information Technology
CARLOS HILADO MEMORIALSTATE UNIVERSITY
Bacolod City, Philippines03.2016
Skills
- CRM
- Service standard compliance
- Technical Support
- Sales Goals
- Troubleshooting Technical Issues
- Customer Complaint Resolution
- Customer Service
- De-escalation Techniques
Timeline
Escalation Specialist
Fedpoint
08.2023 - Current
Customer Service Professional
John Hancock Insurance
10.2022 - Current
LOGISTICS SERVICE REPRESENTATIVE II
OnProcess Technology
05.2020 - 12.2021
TEAM LEADER
Inspiro Relia Inc
07.2016 - 01.2019
CUSTOMER SERVICE ASSOCIATE
Ubiquity Global Services
11.2015 - 02.2016
Bachelor of Science (B.S - Information Technology
CARLOS HILADO MEMORIALSTATE UNIVERSITY
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