Customer Service Sales

Amy Johnston

**** ***** ***** ** **.***.********@*****.***

Marysville, WA. 98271 Cell: 206-***-****

Committed customer service representative and supervisor with years of experience who is a self

starter and excels in a group setting or on own initiative.

Dependable and flexible employee who can adapt to an ever changing work environment with

excellent verbal and written communication skills who has an eye for detail.

Areas of Expertise

Complaint Handling & Microsoft Office Suite New Hire Training

Resolution Problem Analysis & Solution Facilitation

Data Entry at 70+ WPM Improving Existing Procedures Providing stellar service

De escalation Techniques Multi Tasking Under

Pressure

Professional Experience

WORLDMARK BY WYNDHAM Seattle, WA 03/11 to Present

Resort Host

Pleasantly greeted guests upon arrival and once they’re checked in at the front desk, served as a full concierge to build enough rapport with

guests so it was possible to overcome their objections and schedule them to attend a sales presentation in an effort for the company to upgrade

their existing ownership.

COMCAST Everett, WA 06/10 to 03/11

Video Repair Representative

Answered inbound calls from current customers with technical problems and assisted in a supportive manner by providing step by step

instructions to resolve their issue, then transitioned into an opportunity for them to enhance their current package by adding a new product or

feature.

INTELIUS Bothell, WA 02/09 to 06/10

Customer Relations Agent, 05/09 06/10

Customer Support Representative, 02/09 05/09

Quickly moved up the ranks within the company by constantly exceeding expectations for number of calls answered, customer retention

percentage, accuracy and speed of email responses as well as overall quality of customer service provided. Once promoted, focus switched to

facilitating new hire training for over 50 new employees, providing coaching and assessments of employees in a group or one on one setting,

taking escalated customer calls and resolving technical and billing issues, also implementing new processes and programs.

WORLDMARK BY WYNDHAM Bellevue, WA 05/05 to 01/09

Owner Referral Team Leader, 07/06 01/09

Owner Referral Representative, 05/05 07/06

Started out by contacting referrals of current owners and offering them a promotional gift in exchange for attending a sales presentation and

moved up by constantly going above and beyond set quotas for tours and purchases. Generated new leads in person and over the phone as

well as contacted owners to inform them of upcoming events and campaigns and also remedied owner concerns. Trained, motivated,

monitored, assessed and audited employees and offices throughout the region.

Education and Training

CENTRAL WASHINGTON UNIVERSITY Ellensburg, WA 2004 2004

General Studies with an emphasis on Sociology and Psychology

JUANITA HIGH SCHOOL Kirkland, WA 1999 2002

Received Diploma and concentrated on Spanish and Marketing

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