Printing tool Download PDF

Janette Jones

Customer Service/ Administration

Summary

Personable and dependable professional with 15 years’ intensive and diverse experience in providing exceptional customer service. Highly skilled in contacting customers to respond to inquiries or notifying them of claim investigation results or any planned adjustments. Well-versed in resolving customers’ grievances or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Comprehensive knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription and designing forms. Solid interpersonal and communication skills.

Work History

2014-112016-08

Mortgage Collector/ Customer Service Supervisor

Bank of America, Newark NJ
  • Provided optimal level of customer services for past due mortgage loans.
  • Assisted mortgagors to answer all inbound calls.
  • Performed negotiation for all payments to workout payment options.
  • Coordinated with mortgagors and educated on account status.
  • Supervised collection processes to achieve all delinquency objectives.
  • Ensured compliance to all departmental standards within timeframe.
  • Participated in all training workshops and activities.
  • Monitored all delinquency accounts on telephone.
  • Analyzed loss mitigation strategies and made recommendation if required.
  • Documented account activity for collection.
  • Prepared reports for insurer delinquency for investors on monthly basis.
  • Inspected all vacant properties to establish occupancy.
  • Developed strategies to convert delinquent customers to current.
  • Ensured optimal level of customer service at all times.
2012-122014-11

Senior Collector/ Customer Service

Bank of America, Newark NJ

•Effectively managed large amounts of incoming calls.

•Followed communication procedures, guidelines and policies.

•Went the extra mile to engage customers.

•Handled complaints, provided appropriate solutions and alternatives within the time limits and followed-up to ensure resolution.

•Kept records of customer interactions, processed customer accounts and filed documents.

•Built sustainable relationships of trust through open and interactive communication.

•Identified and assessed customers' needs to achieve satisfaction.

•Provided accurate, valid and complete information by using the right methods/tools.

•Ensured the timely and successful delivery of our solutions according to customer needs and objectives.

•Built and maintained strong, long-lasting customer relationships.

•Developed a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.

•Operated as the lead point of contact for any and all matters specific to your customers.

2011-122012-06

Adminstration/Customer Service

Seton Hall University, South Orange NJ

•Maintained complete filing system to support financial records.

•Calculated and prepare tax payments.

•Assisted with budget preparation assist with audits.

•Prepared checks, payments and bank deposits.

•Complied with relevant reporting requirements.

•Managed accounts payable and accounts receivable.

•Maintained internal control systems.

•Tracked and resolve customer complaint inventory records.

•Collated and analyzed account data and generate financial reports.

•Followed-up on customer interactions.

•Performed customer verifications.

•Communicated directly with customers either by telephone, electronically or face to face.

2007-082011-09

Front Desk Clerk/ Customer Service

Royal Inn Hotel, East Orange NJ

•Greet guests and patrons as they arrive

•Ask if guests have a prior booking.

•Manage the registration process.

•Ask for identification and ensure that the provided credentials are accurate. Handle guest check-ins and check-outs appropriately. Operate hotel switchboard, take calls and provide information and transfer calls.

•Manage accurate accounting of all rooms. Provide guests with room keys and call for bellboys.

•Take reservations over the telephone, through emails and in person.

•Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directions.

•Refer guests to appropriate departments to resolve complaints or provide suggestions.

•Compute bills and take payments.

Provide guests with directions around the hotel.

•Contact housekeeping and maintenance departments when a problem is reported.

•Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to the Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift.

Education

19992001

Business

Dover School of Buisness

Business

19941998

Diploma

Central High School, Newark Nj

Diploma

Skills

  • Personality characteristics, like – patience, poise, tact.
  • Self-Presentation and communication skills.
  • Negotiation and sales skills.
  • Positive attitude
  • Attention to detail
  • People oriented
  • Problem analysis – Problem solving
  • Analytical thinking
  • Organizational skills
  • Adaptability – Ability to work under pressure
  • Initiator 
  • Relevant customer care courses
  • Computer skills – Customer service software
  • Knowledge of Administrative procedures and
  • Relevant technical/products’ knowledge
  • Languages knowledge