Jan Wolfe Email & Phone Number

Kennesaw, Georgia, United States

Greater Atlanta Area

• Responsible for leading, managing, and developing a high-performing team that provides exceptional customer service to our Residential and Business Customers.
• Identified and analyzed results outside the expected range and coached employees accordingly. Maintained and ensured associate data files were accurate, including payroll, personnel, and performance.
• Implemented a professional ability to develop rapport, conflict resolution, and interpersonal communication to ensure a better agent experience.
• Redesigned procedures, and recommended innovative approaches to reduce handle times, creating a better customer experience, as well as, resulting in a 10% decrease in wait times.
• Utilized creative thinking to conceptualize innovative solutions for complex problems, contributing to process improvement, operational efficiency, and a 17% increase in revenue.
• Achieved customer satisfaction rating of 93% or above, consistently meeting company targets.

Greater Atlanta Area

• Engaged customers directly providing accurate and appropriate information to answer questions, troubleshoot or resolve complaints.
• Researched and resolved an average of 500-800 inquiries a week and consistently met performance benchmarks in all areas (average handle time, availability, accuracy, and volume.
• Spearheaded training materials designed to streamline processes and improve customer service demonstrating a firm commitment to teamwork, customer focus, and collaboration.

Atlanta, Georgia, United States

Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.Developed new employees and on-going performance assessment of current employees.Redesigned procedures and recommended innovative approaches to reduce handle times, resulting in 10% decrease in wait times and enhancing overall customer.

Greater Atlanta Area

• Responded to an average of 80-100 calls a day from customers with diverse backgrounds inquiring on issues such as billing inquiries, payment arrangements, and rate changes.
• Performed complex research and negotiated fee removal when appropriate.
• Successfully closed an average of 25 acquisitions a day consistently meeting department goals.

Fraud Investigator Specialist with over 8 years experience with investigating fraudulent cardit card activity. Professional and motivated: with strengths in problem resolution, research and analysis, time management and team building. Able to produce quality work under strict guidelines. Very strong oral and interpersonal skills.-Significantly reduced.