Janel Brown
Baltimore
Summary
To obtain a position that will utilize my knowledge and experience in customer service, and leadership skills.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
21
21
years of professional experience
Work History
Call Center Representative
Symphony Placements/AHS
Elkridge, MD
03.2025 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed high call volumes while maintaining quality standards and customer satisfaction.
- Utilized CRM software to document customer interactions and track resolutions effectively.
- Trained new hires on best practices in customer interaction and system navigation.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Informal Child Care Specialist
Self Employed Services
Baltimore, MD
02.2018 - 09.2024
- Developed individualized care plans to address children's developmental needs and enhance learning experiences.
- Implemented engaging educational activities that promoted cognitive and social skills in diverse age groups.
- Fostered positive relationships with children, families, and community resources to support holistic development.
- Evaluated children's progress regularly, adjusting strategies to ensure consistent growth and engagement.
- Developed age-appropriate activities that promoted cognitive, social, and emotional growth in children.
- Enhanced children''s emotional well-being by providing a nurturing and supportive environment.
- Fostered strong relationships with parents by addressing concerns promptly and professionally.
- Promoted healthy eating habits by preparing nutritious meals and snacks according to dietary guidelines.
- Boosted language development through engaging storytelling sessions and interactive games.
- Provided guidance during creative playtime activities, fostering imaginative thinking skills among the children in my care group.
- Organized fun field trips that enriched children''s educational experiences outside of the classroom setting.
Clerical Support
KRA/Department of Social Services
Baltimore, MD
07.2014 - 09.2015
- Collect and log client folders
- File and organize office records and state documents
- Scan documents for various caseworkers
- Assist supervisor and caseworkers as needed
- Assisted customers in applying for services using the customer portal
- Assisted caseworkers with data entry
Call Center Representative
Symphony Placement
01.2014 - 06.2014
- Answered incoming calls and enrolled clients in Medical Assistance
- Help clients find doctors and health insurance placements that best suited their needs
- Made outbound calls reminding clients of their deadlines to enroll
- Documented any discrepancies or problems with client cases and turned them in to a supervisor
- Recruiter: Forrest Little (410)279-4550
Cashier
Aldi’s
08.2009 - 06.2013
- Responsible for replenishing and tracking inventory on the grocery list
- Answered customer questions and checked them out at the register
- Unloaded twenty-eight pallets of groceries five times a week
- Supervisor: Marion Smith (410) 977-9993
Rooms Control Supervisor
Manager: Kristin Hurtt
11.2004 - 02.2008
- Oversaw day-to-day operation for in-house reservations department
- Assisted sales and marketing with room blocks and rates for large groups and preparing rooms for arrival
- Collected payments in the form of cash, check, or credit cards for room blocks and events
- (410)752-1100
Education
High School Diploma -
Department of Education
Baltimore, MDSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Appointment scheduling
- Payment processing
- Cash handling
- Training experience
- 75 WPM
- Script adherence
- Professional phone voice
- Remote office availability
Timeline
Call Center Representative
Symphony Placements/AHS
03.2025 - Current
Informal Child Care Specialist
Self Employed Services
02.2018 - 09.2024
Clerical Support
KRA/Department of Social Services
07.2014 - 09.2015
Call Center Representative
Symphony Placement
01.2014 - 06.2014
Cashier
Aldi’s
08.2009 - 06.2013
Rooms Control Supervisor
Manager: Kristin Hurtt
11.2004 - 02.2008
High School Diploma -
Department of Education