JANET MAGANA
Cicero
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bilingual Customer Consultant
Peoples Gas Light & Coke Co.
09.2023 - 01.2026
- Handled 900+ customer billing and general inquiries monthly using Webex and Open-C, clarifying bill charges, payment methods, and money-saving strategies.
- Responded to customer inquiries about service accounts, supporting overall business strategy of Peoples Gas.
- Administered service on/off orders, verifying customer information and coordinating schedules for gas service using Open-C.
- Reported emergencies and outages to the appropriate service department and provided safety information using Open-C and Microsoft Office.
Member and Audience Services Representative
WTTW and WFMT
08.2022 - 09.2023
- Investigated and resolved 50+ daily inquiries and feedback from members, viewers, and listeners through inbound calls, voicemails, and emails, enhancing overall member satisfaction.
- Provided courteous customer service to members and nonmembers, guiding them through Passport setup on devices to improve user experience.
- Managed membership records by updating and adjusting memberships in Tessitura, ensuring accuracy and accessibility for member support.
Community Response Core Supervisor
Chicago Department of Public Health, MFS
04.2022 - 07.2022
- Tracked team progress by creating comparison bar charts and histograms in Excel from Salesforce data, ensuring adherence to procedures while monitoring calls with NiceX.
- Collaborated with funders in weekly Teams meetings to ensure program compliance and quality service provision through detailed reports on team progress.
- Coordinated assignment of case investigators and contact tracers to health districts based on regional needs using Chicago Atlas.
Community Response Core Worker
Chicago Department of Public Health, MFS
10.2020 - 04.2022
- Connected and educated diverse communities to COVID-19 testing sites, vaccination sites, and local resources during contact tracing and case investigation using the Chicago COVID-19 Call Center while averaging 933 weekly inbound and outbound calls using NowPow, RedCap, Salesforce, and NiceX.
- Collaborated with CDPH and other city emergency operations centers, local health providers, and community based organizations to design and implement activities, events, and interventions to increase the number of vaccinated community members, increase rental assistance application submissions, reduce obesity, reduce drug use, and increase participation in food banks in targeted communities.
- Participated in event outreach for 53 events through daily door-to-door canvassing and determined canvassing area according to the Chicago Atlas website and their data.
- Assisted with vaccination pods where community members would receive the COVID-19 vaccine according to availability in compliance with the CDC guidelines and targeted areas selected by CDPH.
Education
Bachelor’s Degree - Economics, Spanish
University of Illinois At Urbana-Champaign
Urbana-Champaign, IL12-2019
Skills
- Salesforce
- CRMs
- NowPow
- Open-C
- RedCap
- Tessitura
- Excel
- Word
- PowerPoint
- Outlook
- Webex
- Teams
Certification
- Google Data Analytics Professional Certificate, 07/01/21
- Modern Big Data Analysis with SQL Specialization, In Progress
Timeline
Bilingual Customer Consultant
Peoples Gas Light & Coke Co.
09.2023 - 01.2026
Member and Audience Services Representative
WTTW and WFMT
08.2022 - 09.2023
Community Response Core Supervisor
Chicago Department of Public Health, MFS
04.2022 - 07.2022
Community Response Core Worker
Chicago Department of Public Health, MFS
10.2020 - 04.2022
Bachelor’s Degree - Economics, Spanish
University of Illinois At Urbana-Champaign