devon t. johnson

***** ****** **** ***** ? Jacksonville, FL 32218 ? 904-***-**** ? acezai@r.postjobfree.com

Customer Service Professional

Multi-faceted, versatile, and results-oriented professional with comprehensive experience in customer

service and technical support in various industries. Reliable, hands-on and decisive with demonstrated

success in troubleshooting, providing user training, and problem solving via phone, email or online.

Collaborative and proactive customer service representative with excellent communications and

interpersonal abilities to build rapport with clients, team, and other key stakeholders to diplomatically

handle complaints and other issues to ensure positive customer relations and excellent service. Excels

in high-volume, fast-paced environments requiring ability to multi-task and prioritize resources

effectively while meeting time-sensitive deadlines. Holds Secret Security Clearance.

CORE COMPETENCIES

Customer Service ? Technical Support ? Online/Phone/Email Assistance

? Client Relations ? Troubleshooting ? Problem Solving ? Staff/User Training ?

Technical Proficiency:

Microsoft Office: Word, Excel, PowerPoint, Outlook, Internet Explorer; Windows 8; CTI Systems;

Remedy; NET; NRD; TWMS; Decision Lens; TASS; Honors Tracker; WinIATS; PAS; DMO;

HURREVA; Citrix Portal; CPR;

GDS Systems: Sabre; Apollo; World Span, Amadeus

PROFESSIONAL EXPERIENCE

CTI HEADQUARTERS ? Jacksonville, FL

Aug 2010 - Present

EAS Admin CSR I

? Provide technical expertise, training and customer service support to CNIC clients via

telephone, email, and online for three applications including TWMS, Contractor Verification

System, and CAC Pin reset.

Key Achievements:

? Developed processes to promptly respond to customer inquiries within the US or overseas,

with troubleshooting or other appropriate action for customer service within 24 hours of initial

request.

? Created and maintained written instructions for applications we support to provide the ability

to provide both oral and written assistance for navigation of applications.

? Provided side-by-side training for new employees on daily job functions.

? Received 4 Quality Awards for Superior Customer Service with achievement of a monthly

average of 99.4%.

BCD TRAVEL ? Jacksonville, FL 2006 -

2008

Customer Service Representative

? Managed corporate travel requests for clients with responsibility for fulfilling airline ticketing,

car rentals, and accommodations ensuring customer satisfaction and maximized profitability

for company.

Key Achievement:

? Successful in achievement of individual and contractual service level goals related to telephone

quality, email communications, and productivity.

BRITISH AIRWAYS ? Jacksonville, FL 2003

? 2006

Loyalties Customer Care Consultant

? Oversaw and provided assistance to Executive Club Members in Gold, Silver, and Blue levels

ensuring superior service for air travel, hotel bookings, and entertainment requests; assisting

with refunds or changes while adhering to company policies and ensuring customer

satisfaction.

Key Achievement:

? Consistently exceeded company expectations and personal goals providing elite service to an

average of 90 ? 100 calls daily.

OTHER PROFESSIONAL EXPERIENCE

? Convergys, Jacksonville, FL Customer Service Representative 1998

? 2002

? ZC Sterling Homesite Lending Insurance Service Consultant 1996 -

1998

PROFESSIONAL DEVELOPMENT

? FSC Jacksonville ? Math Refresher Class

? CNIC and CTI Resource Management Inc. Training Classes

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