Janelle Lawrence
Oakland
Summary
Service professional committed to delivering exceptional customer service and resolving issues efficiently. Proven experience in managing high-volume inquiries and streamlining processes. Reliable team player with strong focus on collaboration and adaptability to changing demands, bringing excellent communication and problem-solving skills to table.
Overview
15
15
years of professional experience
Work History
SERVICE CENTER REPRESENTATIVE
TTEC / Covered California
11.2024 - Current
- Assisted consumers with insurance enrollment via inbound calls, enhancing customer satisfaction.
- Managed high-volume customer inquiries for healthcare marketplace, providing clear guidance on coverage options and resolving complex enrollment issues.
- Processed insurance applications with precision, ensuring compliance with state regulations while maintaining strict confidentiality protocols.
- Managed customer inquiries regarding health coverage options, ensuring clarity and accuracy.
- Assisted in resolving complex case issues through effective communication and problem-solving skills.
FC ASSOCIATE I
Amazon
03.2024 - 10.2024
- Sorted and organized delivery orders efficiently, ensuring timely dispatch and accurate routing.
- Trained new associates on safety protocols and operational procedures to ensure compliance.
- Streamlined inventory management processes to enhance accuracy and reduce discrepancies.
- Achieved consistent order accuracy, enhancing delivery efficiency and customer satisfaction.
- Utilizes keen attention to detail and organizational skills to streamline order processing.
- Resolves logistical challenges by optimizing sorting methods, improving delivery times.
- Contributes to a collaborative team environment, supporting operational goals and objectives.
OPERATIONS ANALYST (REMOTE)
Randstad / Arine
10.2022 - 06.2023
- Outbound calls for medical record collection
- Calling Pharmacies for RX Status
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
RETIREMENT SERVICES REP (REMOTE)
Prudential Retirement
12.2021 - 06.2022
- High-volume Inbound Call Center
- Gathered, organized, and input information into digital database.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding retirement account.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
CALL CENTER AGENT (REMOTE)
AnswerNet
01.2021 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Appointment Scheduling
GUEST SERVICE TEAM MEMBER
Target
01.2011 - 09.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Prepared monthly inventories of stock to place merchandise orders.
- Operated POS system to handle sales, returns and exchanges.
- Trained new staff members on company policies and procedures.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Cleaned and stocked the backroom to maintain organization of facility.
Education
High School Diploma -
Oakland Military Institute College Prep Academy
Oakland, CA06-2009
Skills
- Customer Service
- Order Processing
- Database Management
- POS Systems
- Inventory Management
- Task prioritization
- Data entry
- Documentation
- Appointment scheduling
- Staff training
- Multitasking and organization
- Time management
- Call center operations
- Workload prioritization
- Complaint handling
- Task delegation
Timeline
SERVICE CENTER REPRESENTATIVE
TTEC / Covered California
11.2024 - Current
FC ASSOCIATE I
Amazon
03.2024 - 10.2024
OPERATIONS ANALYST (REMOTE)
Randstad / Arine
10.2022 - 06.2023
RETIREMENT SERVICES REP (REMOTE)
Prudential Retirement
12.2021 - 06.2022
CALL CENTER AGENT (REMOTE)
AnswerNet
01.2021 - 07.2021
GUEST SERVICE TEAM MEMBER
Target
01.2011 - 09.2019
High School Diploma -
Oakland Military Institute College Prep Academy
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