Customer Service Representative

Genaya Johnson

Superb Customer Service

**** ********** ** * #**** - San Antonio, TX 78219

************@*****.*** - 210-***-****

Skilled Customer Service Representative committed to addressing customer

concerns with speed, accuracy and professionalism with proven capacity to

troubleshoot issues to ensure customer satisfaction.

Highlights

? High customer service standards

? Call center management experience

? Dedicated to process improvement

? Strong problem solving ability

? Telecommunications knowledge

? Proficient with Microsoft Office Suite

? Troubleshooting skills

Work Experience

Guest Correspondence

SeaWorld

-

San Antonio, TX

-

March 2013 to Present

Telephone Receptionist

Switchboard Operator

Guest Relations

Customer Service

Office Duties(Filing, Data Entry, MS Office)

Dispatcher/Driver

Citi Cab

-

August 2005 to October 2012

Neptune, NJ

Properly directed inbound calls in phone queues to improve call flow.

Assisted with the development of the call center's operations, quality and

training processes. Trained staff on how to improve customer interactions.

Built customer loyalty by placing follow-up calls for customers who

reported product issues. Worked with upper management to ensure appropriate

changes were made to improve customer satisfaction.

Maintained up-to-date records at all times.

Provided accurate and appropriate information in response to customer

inquiries.

Telephone Operator

Jay's Answering Service

-

February 2001 to August 2002

Long Branch, NJ

Collected customer feedback and made process changes to exceed customer

satisfaction goals. Provided accurate and appropriate information in

response to customer inquiries.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Worked with upper management to ensure appropriate changes were made to

improve customer satisfaction.

Call Center Representative

S.R.B.I

-

September 1998 to August 2001

Long Branch, NJ

Collected customer feedback and made process changes to exceed customer

satisfaction goals. Provided accurate and appropriate information in

response to customer inquiries. Demonstrated mastery of customer service

call script within specified time frames.

Addressed customer service inquiries in a timely and accurate fashion.

Worked with upper management to ensure appropriate changes were made to

improve customer satisfaction.

Provided cross training to 12+ staff members.

Education

Humanities

Brookdale College -

Lincroft, NJ

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