Janine Cain
Aurora
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Dillards Department Store
Lone Tree
02.2019 - 12.2024
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Provided training support for new hires related to customer service processes and procedures.
- Identified opportunities to upsell additional services when appropriate.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Resolved billing issues and disputes through effective problem solving techniques.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
Customer Support Specialist
Globe Life Insurance
Remote
05.2017 - 01.2019
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Created detailed reports on customer feedback for management review.
- Recorded all customer interactions into the database system accurately and completely.
Education
Bachelor of Arts - Marketing
Sonoma State University
Rohnert Park, CA05-2017
Skills
- Customer service
- Computer proficiency
- Payment processing
- Data analysis
- Sales support
- Report generation
- Communication skills
- Microsoft outlook
- Refunds processing
- CRM software proficiency
References
References available upon request.
Timeline
Customer Service Representative
Dillards Department Store
02.2019 - 12.2024
Customer Support Specialist
Globe Life Insurance
05.2017 - 01.2019
Bachelor of Arts - Marketing
Sonoma State University
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