Customer Service Support
Resume:
J
Tomeisha
Johnson
**********@*****.***
m
Atlanta, GA 30318
SUMMARY
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. SKILLS
Report Generation
Scheduling
Consultative Sales
Inbound and Outbound Calling
Call Management
Paperwork Processing
Product Knowledge
Data Entry
Appointment Scheduling
Information Security
Service Upselling
Minute Taking
Critical Thinking
Adaptive Team Player
Microsoft Excel
Typing Proficiency
Team Development
Researching
Customer Relationship Management
(CRM)
Order Processing
Staff Training
Microsoft PowerPoint
Positive and Professional
High-Energy Attitude
Call Triaging
Multi-Task Management
Lead Generation
Customer Service
Customer Relations
Technical Support
Problem-Solving Abilities
Microsoft Outlook
Active Listening
Prioritization
Conflict Resolution
Call Center Operations
Quality Assurance Controls
EXPERIENCE
Customer Service Representative
Atlanta, GA
Alight Solutions/ Sep 2021 to Current
Answered inbound calls, chats and emails to facilitate customer service. Made outbound calls to obtain account information. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Used proven techniques to de-escalate angry customers during telephone interactions. Displayed strong telephone etiquette, effectively handling difficult calls. CSR
Atlanta, GA
Duke Energy/ Feb 2020 to Apr 2022
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Excelled in exceeding daily credit card application goals. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Collected deposits or payments and arranged for billing. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Consulted with customers to resolve service and billing issues. Technical Support Representative
Atlanta, GA
ATT/ Sep 2019 to Apr 2020
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Collected, analyzed and reported on data for use in operational planning. Developed and maintained strong relations with customers to meet quality expectations.
Developed training materials and procedures or trained users in proper use of hardware or software.
Served as first point of contact for incoming technical service calls and emails. Walked customers through common phone hardware and software configurations to maximize service functionality.
Assisted customers with various types of technical issues via email, live chat and telephone.
Utilized remote access tools to connect remotely with customers' systems when necessary.
Identified needs of customers promptly and efficiently. Cashier Team Lead
Decatur, GA
Kroger Stores / Jul 2018 to Sep 2019
Processed payments promptly for customers to exceed productivity standards. Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
Maintained a clean work environment by sweeping floors and wiping down counters regularly.
Verified customer age requirement for alcohol or tobacco purchases. Performed daily opening and closing procedures for the register area. Processed refunds and exchanges according to company policy. Built and maintained productive relationships with employees. Customer Service Representative
Atlanta, GA
Chime Solutions/ Dec 2018 to Apr 2019
Improved customer service wait times to mitigate complaints. Demonstrated excellent communication skills in resolving product and consumer complaints.
Displayed strong telephone etiquette, effectively handling difficult calls. Answered inbound calls, chats and emails to facilitate customer service. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Used proven techniques to de-escalate angry customers during telephone interactions. Cashier
Atlanta, GA
Zaxbys Resturant/ Oct 2014 to Aug 2016
Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Answered phone calls to assist customers with questions and orders. Ensured compliance with all safety regulations within the store environment. Performed other duties as assigned by management.
Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
Verified that customers were of legal age to purchase alcohol or tobacco products. EDUCATION AND TRAINING
High School Diploma
D.M.Therrell High School May 2016
Atlanta, GA
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