J

Tomeisha

Johnson

678-***-****

ad32ec@r.postjobfree.com

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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