Jiana Coleman
Charlotte,NC
Summary
Dynamic and innovative leader passionate about fostering collaboration and creativity within teams. Committed to driving growth and development, with a strong desire to transition into a Learning and Development Coordinator role. Proven ability to inspire others and cultivate an open-minded environment that encourages continuous improvement. Eager to leverage skills and experience to contribute to organizational success while supporting the professional growth of colleagues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
AvidXchange
10.2024 - Current
- Subject Matter Expert (SME) on the Payment and Invoice Acceleration Program, providing in-depth knowledge and support to both customers and internal teams.
- Partnered with Learning & Development to create internal training documentation and knowledge resources to improve employee understanding of the Payment and Invoice Acceleration Program.
- Designed and delivered a team training session, presenting key workflows and troubleshooting processes to enhance team proficiency and confidence in supporting the program.
- Acted as a cross-functional liaison between Collections, Treasury, Account Managers, and Engineering to resolve technical and financial issues, later translating insights into training content and process improvements.
- Supported customer education by handling complex payment inquiries, helping identify training gaps and contributing to long-term learning initiatives.
Too Fab Events LLC
Self Employed Event Coordinator
09.2022 - Current
- Created an online platform to promote services and attract consumers
- Generated 10+ sales and $5,000 in profit as a creative director for event photo backdrops and selling custom decorations.
- Served as the first and only point of contact for customers via phone and email. Consulted with customers and provided quotes for services and products
Customer Service Representative
Spectrum Customer Operations
12.2023 - 06.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Successfully trained front-line agents to become more efficient with deescalating to strive for one call resolution.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative
Chick-fil-A
06.2019 - 12.2019
- Operated cash register and received payment from customers in cash or credit form.
- Carefully maintained proper sanitation, health and safety standards in work areas following practices and company requirements.
- Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
Education
Associate of Arts - Social Science
Columbia Greene Community College
Hudson, NY01.2022
High School Diploma - undefined
Porter Ridge High School
Indian Trail, NC06.2019
Skills
- Client support
- Maintains calmness in high-pressure environments
- Positive attitude
- Conflict resolution strategies
- Innovative problem resolution
- Skilled in managing multiple tasks
- Clear and concise communication
- Detail-oriented efficiency
- Experienced with Microsoft Office applications
- Effective time management
Timeline
Customer Service Representative
AvidXchange
10.2024 - Current
Customer Service Representative
Spectrum Customer Operations
12.2023 - 06.2024
Too Fab Events LLC
Self Employed Event Coordinator
09.2022 - Current
Customer Service Representative
Chick-fil-A
06.2019 - 12.2019
High School Diploma - undefined
Porter Ridge High School
Associate of Arts - Social Science
Columbia Greene Community College
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