Janay Hall is applying for a customer service representative position. She has over 10 years of experience in customer service, most recently as a training manager at AT&T where she trains new hires. She believes she is well-qualified for the role due to her strong communication skills, problem-solving abilities, and passion for customer service. If hired, she aims to utilize her experience resolving customer issues to contribute value to the team.

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Contact
7089165056 (Mobile)
janay.a.hall@gmail.com
www.linkedin.com/in/janay-
hall-526226108 (LinkedIn)
Top Skills
Customer Service
PowerPoint
Financial Analysis
Languages
English (Native or Bilingual)
Certifications
An Insider's Guide to Today's Music
Biz: 1 The Big Picture
Janay Hall
Training Manager at AT&T
Chicago, Illinois
Summary
Are you looking to add a motivated problem solver with superior
customer relations skills to your team? I believe that my proven
communication skills, upbeat attitude, and ability to learn and
succeed under tight deadlines will make me an effective Customer
Service Representative.
I am a highly results-oriented individual with over 10+years of
experience in customer service. I thrive in team settings and work
efficiently to solve customer problems while remaining cool under
pressure. I believe that I am the best candidate for this position
because of my extensive customer
service and management experience and my ability to adapt to any
situation. I have a passion for success and goal oriented demeanor
that would push me to accomplish my set tasks.
Also, with my personable character I can work well and communicate
with others to contribute to team efforts. In all that I do I would strive
to advance the company, and I fell that my previous work experience
proves that.
The qualities I will bring to your team include:
Customer Service: I have a track record of solving all types of
customer issues I am faced with in an effective and professional
manner.
Professional Attitude: As my references will attest, I have a knack for
staying positive and upbeat, regardless of the situation.
Passion and Motivation: I have a true passion for customer service
and take pride in making consumers happy. I am also highly
motivated to progress in my career and eager to grow and succeed.
I've attached my resume with more information about my
background. I feel confident that I could make a great contribution as
a Customer Service Representative with your company. Thank you
for your time, and I look forward to hearing from you soon.
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2.
Sincerely,
Janay Hall
Experience
AT&T
Training Manager
April 2019 - Present
Recently promoted to Training Manager for AT&T. Training all New Hires and
teaching them services and products.
AT&T
Apprentice/ Co-Facilitating Trainer
July 2017 - Present
Greater Chicago Area
Train New Hires and Co-Facilitate with our trainers to teach them real-life
scenarios before they take calls.
Coach and Develop New Hires and Current Agents.
Help the center and company with policies and procedures.
Made reasonable procedure exceptions to accommodate unusual customer
requests.
Provided accurate and appropriate information in response to customer
inquiries.
Demonstrated mastery of customer service call script within specified time
frames.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all parts of AT&T company through clear
communication.
Northern Trust Corporation
Client Service Representative
February 2017 - July 2017 (6 months)
Chicago, Illinois
Provided accurate and appropriate information in response to customer
inquiries.
Processing customer transactions.
Follow bank established policies, procedures and guidelines.
Handling large amounts of currency.
Responsible for servicing clients and partners by responding to inquiries about
the bank's products and services.
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Responds to the inquiries by providing the requested information, or referring
the inquiry to the appropriate area for resolution.
Assist with inbound/outbound calls and emails for password resets for online
banking clients.
Transferring funds between accounts for clients.
Reporting lost/stolen debit or credit cards and placing orders with new ones.
Changing credit limits or increases for a daily transaction.
Providing clients with updated daily checking or savings accounts.
The Warranty Group
Customer Service Claim Rep
August 2016 - February 2017 (7 months)
Chicago, Illinois
Provided accurate and appropriate information in response to customer
inquiries.
Developed effective relationships with all call center departments through clear
communication.
Place claims for homeowners on different appliances in their home.
Dispatch work orders to service providers to come out and service the units.
Provide customer service, such as limited instructions on proceeding with
claims or referrals to auto repair facilities or local contractors.
Avant (Call Center)
Customer Service Specialist
March 2015 - January 2017 (1 year 11 months)
Greater Chicago Area
Provided accurate and appropriate information in response to customer
inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Assisted with the development of the call center's operations, quality and
training processes.
Worked with upper management to ensure appropriate changes were made to
improve customer satisfaction.
Developed department's first incentive performance plan which motivated staff
and resulted in a 23% increase in sales.
Served as mentor to junior team members.
Defined strategy and business plan for customer department.
Surpassed revenue goals in four consecutive quarters.
Go Health (Call Center) (Temporary Assignment)
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Customer Service Screener
October 2014 - February 2015 (5 months)
Made reasonable procedure exceptions to accommodate unusual customer
requests.
Provided accurate and appropriate information in response to customer
inquiries.
Demonstrated mastery of customer service call script within specified
timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear
communication.
Provided cross training to [number] staff members.
Comcast Cable
CommTech
March 2014 - December 2014 (10 months)
Homewood,IL
Installed media services, Internet, phone and cable.
Maintained composure and patience in face of difficult customer situations.
Referred difficult issues to upper management while maintaining positive
rapport with customer.
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and
negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer
interactions.
Informed customers about issue resolution progress.
Supported customers having data connectivity issues.
PepsiCo
Merchandiser (Route Supervisor)
October 2011 - December 2013 (2 years 3 months)
Designed displays to make the store experience interactive and engaging.
Displayed the appropriate signage for products and sales promotions.
Arranged items in favorable positions and areas of the store for optimal sales.
Organized and located inventory and updated store spreadsheets.
Managed the purchasing process for the entire department.
Upheld stock levels and proper pricing for multiple product lines.
Established and maintained proper high traffic displays, resulting in increased
sales.
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Effectively communicated and coordinated execution of the planogram with
store management.
Provided feedback on competitor activities and best practices.
Envoy Air Inc., formerly American Eagle Airlines
Passenger Service Agent Supervisor
October 2011 - November 2013 (2 years 2 months)
Announced flight status updates and information about gate changes over
airport's Gate Intercom system.
Escorted passengers in wheelchairs from the terminal to the aircraft.
Processed reservations, coordinated stand-bys and monitored cabin
availability.
Issued travel and hotel vouchers for passengers on overbooked and canceled
flights.
Printed itineraries and tickets for an average of over 300 passengers per day.
Enforced safety and security measures and protected sensitive zones by
consistently watching gate areas and looking for any unusual conduct.
Instructed passengers on all safety and emergency procedures and answered
any questions.
Monitored compliance with size limitation guidelines for the carry-on baggage
program.
Responded politely to passenger complaints regarding ticketing and baggage
handling.
Walmart
Manager
September 2008 - February 2013 (4 years 6 months)
Crestwood,IL
Delivered excellent customer service by greeting and assisting each customer.
Addressed customer inquiries and resolved complaints.
Design and implemented customer satisfaction metrics.
Stocked and restocked inventory when shipments were received.
Reorganized the sales floor to meet company demands.
Directed and supervised employees engaged in sales, inventory-taking and
reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when
necessary.
Completed weekly schedules according to payroll policies.
Wrote order supply requests to replenish merchandise.
Trained staff to deliver outstanding customer service.
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Worked closely with the district manager to formulate and build the store
brand.
Designed displays to make the store experience interactive and engaging.
Managed the purchasing process for the entire department.
Described use and operation of merchandise to customers.
Received and processed cash and credit payments for in-store purchases.
Opened and closed the store, including counting cash, opening and closing
cash registers and creating staff assignments.
Education
Full Sail University
Bachelor of Science - BS, Music Business · (2017 - 2019)
Ashford University
Bachelor’s Degree, Organizational Management · (2013 - 2016)
William J Bogan
High School, General Studies · (2003 - 2007)
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