Janell Gould

Maintained a customer resolution rate of 95% over my tenure with the company. Upheld quality control policies and procedures to increase customer satisfaction. Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

Set attainable daily, weekly and monthly goals and game plans for the grievance department. Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired. Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the inte

Assisted over 40 clients daily with their needs and concerns via phone, email, front desk, and fax. Coordinated internally with operations and logistics to maintain knowledge of new company products. Trained new hires on products and services, best practices and protocols to reduce process gaps.

Studied Sociology and Business Management, gaining foundational knowledge in social structures and business operations. Developed skills in critical thinking and problem-solving relevant to both fields.