Janice M.

I am a dependable, results-driven professional with 15+ years of customer service experience in fast-paced remote and call center environments, plus sales, data entry, and virtual assistance skills. As a Certified Nursing Assistant, I also bring empathy, patience, and strong communication skills. I am highly organized, adaptable, and comfortable working independently in fast-paced remote environments without constant supervision. I am committed to providing excellent service, meeting goals, and delivering quality results.

• Customer Service Representative/Virtual Assistant

  Arise Platform · 2023 — 2025
  Maintained CRM databases for active accounts, ensuring data integrity and confidentiality in customer records and service requests. Responded to daily customer inquiries through phone, email, and live chat, providing professional and customer-focused support. Processed account updates, service requests, and appointment scheduling, while documenting interactions to assist in case resolution. Assisted in administrative tasks such as report preparation and knowledge base maintenance to enhance team efficiency.

• Customer Service Representative/Virtual Assistant

  Upwork Platform (freelance) · 2020 — 2023
  Accurately entered and updated customer records in CRM databases, ensuring confidentiality and data integrity. Handled daily inquiries from customers via phone, email, and live chat, delivering timely and professional support. Managed account updates and service requests, maintaining detailed records of customer interactions. Supported administrative requirements including report preparation and digital file organization to improve operational efficiency.

• Collections & Customer Support Specialist

  National Credit Adjuster · 2019 — 2020
  Managed daily operations for delinquent accounts using company CRM software, contributing to significant monthly recoveries and enhancing client portfolio performance. Negotiated payment plans through outbound calls and emails, which aided in reducing bad debt. Resolved billing disputes by documenting cases in CRM, leading to improved first-contact resolution rates. Followed up on overdue accounts to meet monthly collection targets and facilitate reliable recovery outcomes.

• Customer Support / Sales Associate / Data Entry

  Olympic Sports Data Services · 2007 — 2017
  Answered inbound calls using call center telephony systems, achieving a high customer satisfaction rate while aiding in the retention of accounts. Processed daily payments efficiently, maintaining transaction accuracy and minimizing reconciliation errors. Handled account openings and closures in CRM with a focus on error-free data entry. Logged customer interactions to enable precise reporting on service activity and customer concerns.

• Data Entry Operator

  Affiliated Computer Services · 1997 — 2007
  Processed daily service payments via internal billing tools, ensuring compliance and reducing transaction disputes. Opened and closed customer accounts using company software, focusing on accurate documentation and record-keeping. Communicated account details clearly while updating records, which contributed to improved first-call resolution and customer retention.

• Nursing Assistant/ Practical Nurse Certificates

  Sincere Nursing Solutions · 2021 — 2022
• Data Entry & Customer Service Certificates

  Kenilworth Heart Academy · 2006 — 2007
• Data Entry & Customer Service Certificates

  Kenilworth Heart Academy · 1997 — 1997
• School Leaving Certificate

  Rusea's High School · 1992 — 1997