Janelle Canovas

• Developed and updated databases to handle customer data.
• Trained new personnel regarding company operations, policies and services.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Managed timely and effective replacement of damaged or missing products.
• Sought ways to improve processes and services provided.
• Maintained up-to-date knowledge of product and service changes.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Responded to customer calls and emails to answer questions about products and services.
• Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Managed high call volumes while maintaining exceptional service quality and professionalism.
• Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
• Educated customers about billing, payment processing and support policies and procedures.
• Assisted in implementing new technology systems within the contact center to improve operational efficiency and customer experience.

• Analyzed customer feedback and identified areas for improvement.
• Provided exceptional service to clients through timely, accurate, and professional communication.
• Created and maintained detailed database to develop promotional sales.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Handled escalated calls professionally, working collaboratively with internal departments when necessary to resolve complex issues swiftly.
• Sought ways to improve processes and services provided.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Trained new personnel regarding company operations, policies and services.
• Reduced call handle times by streamlining processes and utilizing effective problem-solving techniques.
• Managed inbound calls efficiently while multitasking between various systems and applications for optimal service delivery.
• Trained staff on operating procedures and company services.
• Gained extensive knowledge in data entry, analysis and reporting.
• Demonstrated leadership skills in managing projects from concept to completion.
• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Used in-store system to locate inventory and place special orders for customers.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Built relationships with customers to encourage repeat business.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Solved customer challenges by offering relevant products and services.
• Managed efficient cash register operations.
• Answered customer questions about sizing, accessories, and merchandise care.

Merchant Chargeback Associate

• Responsible for investigating and reversing credit card charges by the account holder.
• Processed refunds to merchant or cardholder.
• Tracks chargebacks and refers fraudulent activity to the appropriate department.

Cardholder Associate

• Answered customer questions on credit card products and services.
• Suggested information about other products and services.
• Prepared and issued cashiers checks.
• Sent and responded to corresponding emails.
• Responsible for making bank deposits for credit card payment checks received by mail.
• Verified applications are completed thoroughly and appropriate support documentation is included.
• Answered incoming customer/branch inquiries and account maintenance requests, and researching/resolving problems and errors in a timely manner.
• Followed all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training.

• Welcomed visitors by greeting them, in person or on the telephone; answered and referred inquiries.
• Directed visitors by maintaining employee and department directories; gave instructions.
• Maintained safe and clean reception area by complying with procedures, rules, and regulations.

• Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Received loan and utility payments, sending funds to correct destinations.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
• Cross-sold credit cards, loans and other bank products.
• Referred customers to other banking departments for specialized services.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

• Answered customer questions on products and services.
• Suggested information about other products and services. Opened customer accounts.
• Updated customer account information.
• Balanced cash box.
• Inventoried merchandise.
• Maintained financial accounts by processing customer adjustments.

• Served food and/or beverages to patrons.
• Checked identification to make sure they met age requirements for consumption of alcoholic beverages.
• Stocked and cleaned after my shift.
• Greeted and seated customers promptly