Janay King
Hope Mills
Summary
Dynamic Customer Experience Representative with extensive training and coaching expertise at Teleperformance. Proven track record in quality assurance and technical troubleshooting, enhancing team performance and customer satisfaction. Exceptional problem solver and effective communicator, adept at fostering rapport and ensuring a seamless customer journey. Passionate about delivering outstanding service and driving results.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Representative/Trainer
Teleperformance
07.2019 - Current
- Company Overview: A virtual call center that answers inbound calls about troubleshooting Apple devices and App issues
- Process refund request, sales order and handle issues with deliveries
- Completed quality assurance monitors to ensure agents were meeting standards
- Coached agent on what improvements needed to be made to pass quality assurance monitors
- Train new hires to gain knowledge about their role
- Also answer questions in a chat software from co workers that need assistance
- A virtual call center that answers inbound calls about troubleshooting Apple devices and App issues
Customer Service Representative
Alorica Home
03.2016 - 04.2022
- Company Overview: A virtual call center that answers inbound calls in a scripted environment for a wide variety of businesses seen on the internet, TV, or heard on the radio
- Products and services include exercise equipment, kitchen appliances, cosmetics, entertainment products (CD & DVD Collections), vacuums, and free insurance and legal representation information
- A virtual call center that answers inbound calls in a scripted environment for a wide variety of businesses seen on the internet, TV, or heard on the radio
Customer Service Representative
Sykes Home
12.2014 - 02.2016
- Company Overview: A virtual call center that answers inbound calls and chats about bill reviews, service outages, changing service plans, adding new service, activating new lines, making adjustments on accounts, troubleshooting devices, and taking payments
- A virtual call center that answers inbound calls and chats about bill reviews, service outages, changing service plans, adding new service, activating new lines, making adjustments on accounts, troubleshooting devices, and taking payments
Medical Assistant, Practicum
Southeastern Medical Center
07.2014 - 10.2014
- Company Overview: A medical facility providing various healthcare services
- Obtain vital signs and triage patients, educate patients on aftercare per physician's instructions, and perform EKGs, Venipuncture, and Urinalysis
- Prepare and administer medications as directed by a physician
- Greet patients arriving at the office or clinic
- Insurance verification, scheduled appointments, and referrals
- Data entry into EMR
- Patients' check-in/out and telephone reception
- A medical facility providing various healthcare services
Education
Associate - medical assistant
Miller-Motte College
Fayetteville, NC10.2014
Skills
- Attention to Detail
- Customer focus
- Problem Solver
- Work independently
- Customer Service
- Team player
- Time Management
- Microsoft Word
- Upselling
- Leadership experience
- Active listener
- Sales
- Quality assurance
- Technical troubleshooting
- Refund processing
- Sales order management
- Agent coaching
- Employee training
- Communication skills
- Conflict resolution
- Time management
- Data entry
- Problem solving
- Team collaboration
- Adaptability
- Multitasking
- Self motivation
- Rapport building
- Customer data confidentiality
- Inbound and outbound calling
- Credit card payment processing
- Professional telephone demeanor
- Billing procedures
- Reliability
- Professional phone voice
- Customer service orientation
Certification
Registered Medical Assistant (RMA), 04/01/27
Additional Information
Working knowledge of HIPAA Laws and maintaining confidentiality, Attention to detail with good organizational, communication and management skills., Computer literate with knowledge of medical office software programs, Ability to deal with people in a caring, courteous, and professional manner., Team player with a positive attitude and strong work ethic, Possess good organizational and can handle tasks with minimum supervision.
Timeline
Customer Experience Representative/Trainer
Teleperformance
07.2019 - Current
Customer Service Representative
Alorica Home
03.2016 - 04.2022
Customer Service Representative
Sykes Home
12.2014 - 02.2016
Medical Assistant, Practicum
Southeastern Medical Center
07.2014 - 10.2014
Associate - medical assistant
Miller-Motte College