Acheri Johnson

Technical + Administrative Support

Philadelphia, PA 19138

ad1qr3@r.postjobfree.com

+1-267-***-****

Providing over 10 years of experience in customer service support roles with managerial experience including; marketing, reinforcing consistent brand standards, increasing and driving sales through coaching role playing and integral team support methods. Specializing in account management, new account requisition, digital copywriting and editing and technical support. Willing to relocate to: Colorado Springs, CO - Las Vegas, NV - New York, NY Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Turn5, Inc. - Paoli, PA

July 2023 to Present

Provide seamless account service from end to end for all brands, vendors, internal/external customers Document all calls

Cancel orders

Add Sales

be knowledgeable, courteous, and polite

Support Specialist

AARP ̶ - Blue Bell, PA

November 2017 to Present

• Answer incoming calls and chats

• Provide customer support by actively listening to each customer.

• Provide resources including contact numbers links, and support information for situations such as cash for care giving programs, benefits, eldercare locators, specific disease support.

• Be a source for caregiver support.

• Document all calls and chats in a log or Customer Recognition Management System.

• Develop quick links and resource tools for internal customers to facilitate chats and calls including resource finding systems such as care connections website and links. Technical Service Support Technician

Sicom Systems Incorporated - Doylestown, PA

October 2016 to March 2017

• Help customers troubleshoot issues they encounter while using Point of sale software, terminals, digital menu boards and provide actionable tips to resolve the problem.

• Send technical documentation for systems, training, pricing, and hardware to customers who have lost or misplaced theirs.

• Refer difficult cases to a senior analyst or support tech.

• Assume remote control over customers' computers when necessary to resolve problems.

• Make hardware recommendations for customers whose machines cannot support the software.

• Resolve inventory discrepancies for new installs/repaired equipment.

• Respond to emails, receive inbound calls, make outbound calls and document all accounts opening and closing tickets accordingly.

• Route inbound calls to corresponding department for further assistance as needed.

• Update DMB portal prices and access per company polices.

• Correspond with third party help desk/ onsite technicians for installs and verify shipment dates and delivery.

Digital Sales Consultant/Website Specialist/Fulfillment Hibu ̶ - King of Prussia, PA

July 2013 to June 2016

• On-board and Maintain an ongoing relationship with clients who purchase digital products through Hibu; manage a portfolio of clients and provide proactive client communications via phone and email.

• Maintain availability as a direct point of contact for clients who have questions or needs regarding their digital advertising including websites, search, display and SEO.

• Actively identify additional revenue opportunities that exist when interacting with the clients.

• Establish a connection with client at point of sale and help client through fulfillment and go live process of the client's digital products.

• Procuring and dispensing items surrounding the collection of assets for the client's digital advertising.

• Clearly set client expectations with regard to product definition and fulfillment processes and timelines.

• Engage with client on pre-determined basis to address any client questions or concerns.

• Answer any client initiated questions specific to the digital products.

• Responsible for meeting defined Key Performance Indicators as they relate to client satisfaction and retention, including; client contacts, outbound calls, emails and additional client revenue opportunities.

• Provide proactive performance results to client with regards to the performance of the digital program, including making suggestions on how to improve products so that performance is increased.

• Assist in the retention process when needed, including the ability to offer waivers and escalation channels to get work completed quickly.

• Serve as a point of contact in terms of billing, invoice, and payment and delinquency questions.

• Keep up on the changing product landscape of systems and policies.

• Be familiar with industry trends and standards in regards to digital advertising and share trends proactively with clients to reinforce the value of Hibu's products and services.

• Liaise with internal teams including Website Support, Search, Display, SEO, DNS and WAVE.

• Provide a premium customer service experience working with a client base that has purchased digital advertising.

• Facilitate website construction working with websites, search, display and SEO.

• Provide client support via phone and email from the point of sale or scheduled interview until website activation. Proficient in computer based software and systems including Microsoft products, ICE, BNW, SALESFORCE, CLIPPER, GHOST, SIEBEL CRM, SILK TIDE, MOON FRUIT, and AGENDIZE Site Maker.

• Manage a daily schedule allocating time for consultation sessions and copy writing time in order to meet website turn around expectations.

• Multi-task and manage time to handle primary tasks and responsibilities.

• Research existing internet and print media, along with order and copy sheet content, to determine the most important keyword phrases and search-friendly copy.

• Provide an engaging consultation experience, via telephone, through efficient questioning and appropriate probing to ensure the customer's needs and preferences are understood and accurately interpreted. Identify the advertiser's goal to establish website direction and relevancy while building rapport and ensuring a positive customer experience.

• Educate the customer on the features of hibu websites and the benefits of including those attributes in their website.

• Make over the phone recommendations on website content, imagery, structure, etc., that will positively affect SEO.

• Guide clients by providing recommendations on effective organization of content.

• Write Search Engine Optimization (SEO) focused copy for multi-page websites based on customer input and provided assets.

• Develop targeted, effective copy to convey company products and services and encourage immediate user action.

• Include SEO data and tags to create a search-friendly site that can be easily and accurately indexed by search engines.

• Write copy for a wide variety of small and medium businesses and business types.

• Verify the final copy correctly includes important customer points (company name, contact information, location, business specialty, etc.) with the customer, come to an agreement on an appropriate template based on the customer's content and imagery needs.

• Provide options to the customer on the optimum images to use (stock photos or customer-supplied) so content is complimented.

• Provide clear and detailed instructions to other production teams through written instructions so the customer's design and style requests are easily understood.

• Update production workflow systems as defined for the position ensuring accurate tracking of the workflow.

• Remain up-to-date on current website processes, policies and trends.

• Assist in handling aged writing assignments and other special projects as needed.

• Provide technical assistance and client support to internal and external customers.

• Supports the hibu websites by answering product questions and providing solutions, technical assistance, and training in the use of systems and applications as related to SML, Site maker and other platforms used to the build and publish hibu websites.

• Answer specific account and website questions including billing as it related to the product.

• Conduct interviews with our customers in order to gather content for their website, and also the knowledge and skillset to copy write the website as well for an artist to rebuild it if it isn't what the customer wanted.

• Provide live support for our customers on their hibu websites.

• Performs diagnosis and resolution to problems using company provided software tools and administrative tools. Answer incoming calls and gather the appropriate amount of information regarding the issue/concern. Research and diagnose technical issues and questions, utilizing available resources, software tools, and documentation.

• Determine and implement appropriate course of action.

• Including: Filing of technical assistance research tickets, transferring calls to the proper department to process requests for refunds and/or waivers to the client's account.

• Helping customers make changes to their hibu website as requested within the scope of the product definition. Accurately answer incoming inquiries (phone/email) regarding the company, the product, and the market. Perform appropriate follow-up with clients on outstanding SDE tickets or concerns and service requests.

• Utilize time management to assist in the website modification queue as well as maintain my regular work flow in the digital support queue.

• Assist in taking problem accounts, and work extensive changes out of process.

• Work with advertisers to address and correct website modifications, which may include: layout, graphics, design and written content.

• Make requested website changes based on the advertiser's specifications while following web guidelines to ensure optimal web design and user interface.

• Interact with customers via both inbound and outbound phone calls and emails regarding modifications and corrections to websites.

• Handle escalated customer website issues.

• Liaise with advertisers to resolve questions regarding modifications, explaining the scope of websites where applicable.

• Redesign advertiser websites, including: graphics changes, minor content edits, and coding modifications. Document required revisions to existing written content and send these changes to a Web Content Writer to construct.

• Ensure that website content is optimized appropriately.

• Organize and prioritize work levels based on established deadlines.

• Document and track amendment requests and completions.

• Communicate technical information in a way that is understandable to the advertisers.

• Provide guidance to colleagues regarding web design requirements.

• Enter notes to internal systems and databases as necessary. Promote set live, and touch base on next steps for listing and claiming process.

Education

Bachelor's in Business Law

Temple University - Philadelphia, PA

2004 to 2005

Business Management

Drexel University - Philadelphia, PA

2000 to 2004

Skills

• Carry out programs under established policies and earn the respect of staff. Problem solving, and communications skills are some of the qualities developed from my experience as an administrator, a supervisor, a teacher, and a customer relations representative. Maintain employee consumer relations, able to assess and meet the needs of consumers by asking open-ended questions; maintain continued contact throughout customer experience to ensure a respectable company image is reinforced.

• Interview, train, and hire

• Active motivator and team player

• Excellent written and oral communication with strong grammar skills

• Write clearly and concisely; adjusting writing style to meet diverse audiences, focusing on industry specific content and consistent branding

• Independently craft a strong, actionable marketing message from supplied assets

• Operate in a timeline driven environment

• Work independently, managing schedule and time to meet performance metrics

• Works effectively with different personality types, including external and internal clients.

• Call Center

• CSR

• Customer Support

• Desktop Support

• Help Desk

• Direct Support

• Data Entry

• Customer Service

• Microsoft Office, Agendize, Ghost, Clipper, BNW, Salesforce, Kronos,

• Apple

• DNS

• Copywriting

• User Interface (UI)

• Search Engine Optimization (SEO)

• Portfolio Management

• Software Troubleshooting

• Computer Networking

• Microsoft Windows

• Active Directory

• Operating Systems

• Technical Support

• DHCP

• Microsoft Windows Server

• Network Support

• Troubleshooting

• VoIP

• Microsoft Office

• WAN

• Linux

• TCP/IP

• VPN

• Salesforce

• Word processing

• Administrative experience

• Time management

• Microsoft Excel

• Analysis skills

• Payroll

• Kronos

Languages

• English - Expert

• Spanish - Intermediate

Assessments

Supervisory skills: Motivating & assessing employees — Proficient September 2020

Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Professional References Available Upon Request

Contact this candidate