A’reuna Ja’nece
Albany
Summary
Customer service professional with a strong track record at GEICO, specializing in service excellence and relationship management. Expertise in troubleshooting and dispute resolution, consistently enhancing customer satisfaction through effective communication. Recognized for maintaining professionalism under pressure while managing high call volumes. Proven ability to collaborate within teams and adapt to changing needs, ensuring customer loyalty and organizational success.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Foundever WAH
12.2024 - 05.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Associate
Cognizant
08.2023 - 12.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Technical Support
Transcom
05.2022 - 08.2023
- Provided remote and local technical support for telecommunications protocols and network infrastructure.
- Provided technical support to team members, facilitating knowledge sharing and continuous improvement efforts.
- Increased customer satisfaction by providing expert technical support for complex telecom systems.
- Provided technical support, troubleshooting issues to minimize downtime in the production process.
Customer Service Chat Representative
WAH
01.2021 - 05.2022
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Provided constructive feedback during team meetings about potential improvements or challenges faced, contributing to the overall success of the customer service team.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries via chat platform.
- Collaborated with team members to ensure consistent and high-quality customer service across all channels.
Customer Service Specialist
GEICO
01.2021 - 04.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Chat Specialist
Teleperformance
05.2017 - 12.2020
- Reduced response wait time with quick problem identification and accurate solutions.
- Streamlined communication processes, utilizing prepared scripts and templates for common queries in the chat interface.
- Prevented potential fraud by identifying suspicious activities or patterns during client interactions within the chat platform.
- Maintained up-to-date knowledge on company products, services, policies, and procedures to provide accurate information during chat sessions.
Education
Diploma
Terrell County High School
Dawson05-2017
Skills
- Service excellence
- Focused listening ability
- Logical evaluation
- Detail-oriented data input
- Relationship management
- Troubleshooting skills
- Cultivating collaborative partnerships
- Proficient in resolving disputes
- Proficient in addressing complaints
- Data analysis in Excel
- Telecommunications support
- Time allocation planning
- Timely follow-up communication
- Skilled in managing inbound calls
Timeline
Customer Service Representative
Foundever WAH
12.2024 - 05.2025
Customer Service Associate
Cognizant
08.2023 - 12.2024
Technical Support
Transcom
05.2022 - 08.2023
Customer Service Chat Representative
WAH
01.2021 - 05.2022
Customer Service Specialist
GEICO
01.2021 - 04.2022
Chat Specialist
Teleperformance
05.2017 - 12.2020
Diploma
Terrell County High School
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