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 experience.Utilized creative thinking to conceptualize innovative solutions for complex problems, contributing to process improvement, operational efficiency, and a 17% increase in revenue.

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 losses by assisting in implementing database for fraud adddresses, phone numbers and other data resulting in the development of process enhancement solutions.-Substantially reduced losses by co-piloting a mentorship program to ensure all steps in case opening were being done in a timely manner and with an utmost attention to detail-Reduced department errors by being proficient in bank accounting procedures including but not limited to setting up new accounts, transferring money and fee removal-Improved service level goals by providing superior quality of service through victim contact and resolving their claim quickly and efficiently-Chosen by team management to mentor and assist with training process of new hires-Improved department efficiency when I was designated by team leader as contact for department problem resolution