Janae Williams
DURHAM,NC
Summary
Knowledgeable in customer service with solid background in delivering engaging and effective training programs. Developed and implemented comprehensive training materials that enhanced employee performance and productivity. Proven ability in instructional design and group facilitation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Recruitment Specialist
Velocity Clinical Research
11.2024 - Current
- Oversaw inbound and outbound communication with patients regarding clinical trial opportunities.
- Executed collection and verification of medical data to determine patient eligibility.
- Utilized various systems to document patient information and streamline trial coordination processes.
- Facilitated HIPAA-compliant communication to uphold patient confidentiality standards.
- Delivered compassionate and informative support to individuals considering trial participation
- Assisted in training new recruiters on effective hiring practices. Developed job aids to streamline recruitment processes. Supported team members in achieving recruitment goals.
Ticket Specialist
Durham Performing Arts Center (DPAC)
07.2024 - 11.2024
- Delivered outstanding in-person and phone-based customer service experiences.
- Managed inbound and outbound communications regarding ticket purchases and event inquiries on an average of 30-40 calls a day.
- Facilitated customer navigation and utilization of DPAC and Ticketmaster applications.
- Addressed technical and event-related issues to ensure seamless ticketing operations.
- Assisted in training new ticketing specialists. Created a clear list of job duties for reference. Supported team members in understanding their roles.
- Managed ticketing systems, ensuring accuracy in sales and customer interactions.
Customer Service Representative
Lowe's
01.2023 - 07.2024
- Handled inbound, outbound and emails to help customer needs on multiple screens navigating through various.
- Responsible for processing customer returns and getting customers the proper refund amount.
- Provides adequate information and explanation to customers on products, offerings, services, pricing information, and all other customer questions.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Trained new team members on service protocols and product knowledge.
Customer Service Representative
Fidelity Investment
01.2022 - 01.2023
- Thrived in dynamic environments managing high call volumes effectively.
- Facilitated participant engagement through effective management of inbound and outbound calls.
- Managed financial account oversight and reconciliation processes.
Technical Support Representative
Kelly Connect
06.2021 - 01.2022
- Adept at handling various calls daily, while consistently resolving client issues in a short time span.
- Strong Organizational Skills.
Call Center Representative
Conduent
09.2018 - 06.2021
- Help customers with needs as far scheduling an appointment and solving any issue pertaining to their reason for contacting.
- High ranked based off surveys from customers.
- Handled inbound and outbound calls.
Education
High School Diploma -
Southern School of Energy Sustainability High School
Durham, NC05.2016
Skills
- Patient recruitment
- Clinical trial coordination
- Medical data verification
- HIPAA compliance
- Communication skills
- Customer service excellence
- Training and development
- Inbound and outbound communication
- Conflict resolution
Certification
GCP certified
Timeline
Patient Recruitment Specialist
Velocity Clinical Research
11.2024 - Current
Ticket Specialist
Durham Performing Arts Center (DPAC)
07.2024 - 11.2024
Customer Service Representative
Lowe's
01.2023 - 07.2024
Customer Service Representative
Fidelity Investment
01.2022 - 01.2023
Technical Support Representative
Kelly Connect
06.2021 - 01.2022
Call Center Representative
Conduent
09.2018 - 06.2021
High School Diploma -
Southern School of Energy Sustainability High School