Janell Mathis
Mesa
Summary
Detail-oriented customer service professional with a proven track record in managing high-volume customer interactions, account inquiries, and effective complaint resolution. Expertise in reviewing account information, accurately documenting case details, and adhering to company policies and compliance procedures. Recognized for de-escalating sensitive situations, identifying discrepancies, and guiding customers through complex claims and dispute processes. Consistently maintains accuracy, confidentiality, and professionalism in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist (Hybrid)
Intouchcx
11.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Handle high-volume inbound customer inquiries related to account concerns, billing issues, and service disputes.
- Review account details and transaction history to identify discrepancies and determine appropriate resolution steps.
- Document case notes accurately and thoroughly to ensure compliance with company procedures.
- De-escalate sensitive customer situations while maintaining professionalism and policy adherence.
- Train new representatives on system navigation, documentation standards, and service protocols.
Assistant Manager
Circle K
01.2019 - 08.2024
- Supervised daily operations while ensuring adherence to company policies and cash-handling procedures.
- Investigated and resolved customer complaints and transaction discrepancies.
- Maintained accurate financial records and inventory tracking.
- Trained and coached team members on compliance standards and service expectations.
- Monitored operational risks and implemented corrective action when needed.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
High School Diploma -
Tonopah High School
Tonopah, AZSkills
- Fraud & Claims Support
- Transaction & Account Review
- Dispute & Complaint Resolution
- Risk Awareness & Issue Identification
- Regulatory & Policy Compliance
- Case Documentation & Data Entry Accuracy
- Customer De-escalation
- Cross-Functional Collaboration
- Confidential Information Handling
- Critical Thinking & Problem Solving
- Customer service excellence
- Conflict resolution
- Data entry
- Multitasking and organization
- Problem-solving
- Call center experience
- Technical troubleshooting
- Quality assurance
- Stress management
- Verbal and written communication
- Help desk support
- Complaint handling
- Salesforce
- Active listening
Timeline
Customer Support Specialist (Hybrid)
Intouchcx
11.2024 - Current
Assistant Manager
Circle K
01.2019 - 08.2024
High School Diploma -
Tonopah High School