**/**** ** **/****

TN

**/**** ** **/****

Memphis, TN

**/**** ** **/****

Memphis, TN

ALEXANDRIA JOHNSON

Summary

Skilled in Customer Care, knowledgeable about monitoring metrics and maximizing team success in fast-paced call center settings. Performance- and quality-driven with over 10 years of experience. Natural communication skills with an empathetic approach.

Skills

Data Entry

Resource Allocation

Information Collection

Database Management

MS Office

CRM Software

Schedule and Calendar Management

Point of Contact

Order Processing

Multi-Task Management

Phone Systems

Delivery Scheduling

De-Escalation Techniques

Troubleshooting

Refunds and Exchanges

Key Achievements

Received over 10 positive feedback surveys in a 4 day work week, resulting in special recognition on the company webpage.

Responded to over 2k emails, and phone calls within 48 hours regarding billing, account information, and general inquiries from customers.

Experience

Senior Customer Resolution Coordinator (remote)

Walmart Home Office

Facilitated communication between different departments in order to resolve issues in under 10 minutes.

Streamlined customer service process reducing the average respond time by 30% and overall customer satisfaction.

Coordinated with my department to service difficult or dissatisfied clients to lower negative feedback by 50%.

Answered 30-50 calls per shift to assist with customer questions and concerns with accordance to call volume.

Discussed job performance problems with employers, resulting in an 85% efficiency rating. Resolved 100% of all service requests by individually troubleshooting and addressing user issues. Organized and maintained customer's account information to improve security safeguards by 30%. Remote Universal Customer Service Representative

Williams-Sonoma

Answered customer inquiries in a timely manner and provided accurate information. Researched customer complaints and responded promptly to ensure customer satisfaction. Processed orders, returns, exchanges, refunds, and credits according to company policies. Adhered to established procedures for processing customer requests efficiently and accurately. CSR General Associate

Amazon

Liaised between customers and retail buyers to expedite orders and meet customer demands. Followed up with customers to ensure 100% satisfaction. Memphis, TN 38116 901-***-**** ad4r96@r.postjobfree.com 08/2012 to 01/2018

Memphis, TN

01/2001 to Current

TN

05/2022

Memphis, TN

Participated in comprehensive training sessions on leveraging Microsoft products such as Outlook Express and Internet Explorer, resulting in a 30% increase in user adoption and enhanced productivity across the organization.

Responded to over 2k emails, and phone calls within 48 hours regarding billing, account information, and general inquiries from customers.

Secretarial Assistant/Customer Service Representative Leroy's Automotive Repair

Developed filing systems that enabled quick access to stored files and documents Maintained calls to supply clients with requested information to improve client experience 10% daily. Established rapport with 25-50 clients daily

Updated and improved database client accounts

Prepared 700 invoices, reports, memos, and other documents. Cake Decorator

Self Employed Work

Worked with common cake decorating and baking tools, such as mixers and carving tools. Used photo cake software to create specialty birthday and anniversary cakes. Prepared buttercream and icings to use for decorating cakes, cupcakes, tarts and other pastries. Assisted customers with planning cake vision, including color, theme and size. Cleaned display cases, utensils, and working spaces to keep sanitary work environment. Assembled multiple tiers of cakes with precision and stability. Education and Training

High School Diploma

Whitehaven High School

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