Lachelle Johnson

Spring, TX *****

ad38zk@r.postjobfree.com

+1-314-***-****

Willing to relocate to: Spring, TX - -

Authorized to work in the US for any employer

Work Experience

International Emergency Response Coordinator

Garmin - Montgomery, TX

May 2023 to Present

• Answers basic inbound SOS calls from customers through Garmin’s SOS device technology

• Demonstrates strong communication skills and always maintain compassionate, professional, and courteous interactions with Garmin customers, emergency responders and other members of the Garmin team

• Initiates emergency response procedures and communicates with responding agencies

• Communicates specific details provided by the customer to emergency responders for effective execution of emergency response procedures

• Thoroughly documents activity and results in and organized and timely manner Customer Service Representative

Mattress Firm - Houston, TX

April 2021 to May 2023

• Make Outbound calls from customers regarding exchanges, warranties and delivery issues.

• Interpret customer concerns and defuse difficult situations by determining best course of action to resolve issues while upholding company/vendor policies.

• Maintain excellent customer relations to promote positive word-of-mouth advertising.

• Follow-up with customers to ensure that all problems

• Dispatch drivers to the correct address of the customers for delivery options Sales Associate

Cindie's - The Woodlands, TX

June 2022 to August 2022

Responsibilities include assisting our customers find the best products for their needs, monitoring the fitting room, stocking, cleaning, and using the POS system to ring sales. Sales Associate

Patricias Boutique - Saint Louis County, MO

February 2022 to June 2022

Responsibilities include assisting our customers find the best products for their needs, monitoring the fitting room, stocking, cleaning, and using the POS system to ring sales. Billing Representative

enTouch Systems - Houston, TX

February 2020 to April 2021

• Process customer payments, maintain customer account records and prepare documentation on installation and service orders.

• Answer customer questions regarding billing, service problems, products and features.

• Resolve delinquent account balances.

• Correct errors and discrepancies on customer billings as necessary.

• Represent enTouch in a professional and positive manner in all situations.

• Provide basic training or guidance to entry-level customer service reps.

• Work under routine supervision.

• Perform under general guidelines, procedures and rules.

• Punctual, regular and consistent attendance.

• Ability to work overtime, as needed.Training will be at the corporate office and then may be re located at our Regional Site in Missouri City, TX

• Strong oral, written and interpersonal skills.

• Excellent problem solving skills.

Customer Service Representative

DISYS - Houston, TX

October 2019 to February 2020

Collect a customer’s travel itinerary, age and medical assessment, and recommend and sell a product based on their needs. Assisting travel agents and insurance brokers to make the best Travel Guard product selection available for their clients. Answering product questions and assisting clients with pre- and post-sale inquiries.

Sales Representative/Customer Service

MarketSource - Houston, TX

March 2018 to December 2018

• Driving sales productivity and customer satisfaction within Best Buy retail locations on various computer products, accessories and services to customers

• Engaging in side-by-side selling with retail associates

• Participating in in-store promotions, and coordinating with appropriate personnel

• Participating in computer & printer sales events in Best Buy locations. Project Coordinator

OneSource Building Technologies - Houston, TX

September 2018 to November 2018

Responsibilities:

• Accepting, entering, and processing work orders from customers and internal sales

• Coordinates recruitment and assignment of field resources for timely completion of all required service and project work activities within company established profit margins

• Allocating and assigning internal technicians and/or external partner resources to perform technology services for customers

• Ensures field resources are on-time and prepared; completing the preparation phone calls (pre-calls) as needed

• Ensure customers’ needs are met in a timely and cost effective manner

• Manages incoming client requests, providing progress status to Management, customers and team via phone email and meetings, as required

• Effectively interacts and communicates with project teams, managers, customers, call center and other diverse internal department teams to maintain collaborative relationships to meet customer and account objectives

• Coordinates the purchase and/or delivery of the necessary materials and equipment needed to complete work service events

• Utilizes disparate tools and systems (SharePoint, MS Excel, ticketing system, etc.) to log project phase activities and update project status

• Develops and maintains accurate and complete technical and project documentation

• Monitors assigned work queues, escalating when necessary, and providing updates throughout the day to customers, internal teams and managers

• Manages receipt, review, arrangement, notification and distribution of collateral

• May require on-call, after hours, or shift rotation Strategic Account Representative

Ultimate Staffing Temporary Agency - Houston, TX

June 2018 to September 2018

• Receives inbound calls from customers and employees regarding ATM Dispatch Customer Transaction Support and Safe Point

• Creating and monitoring service request for issues

• Conduct outbound calls to and email communications for follow ups

• Generates tickets and assign them to the appropriate branches, internal teams or vendors in order for them to complete request

• Knowledgeable for all disciplines that are within the call center with the ability to educate others on how to processes are handled

• Meet and exceed established center productivity and quality standards

• Operates office equipment and software programs efficiently

• Troubleshooting technical/network issues with end users who are unfamiliar with networks and troubleshooting steps

• Prioritizing daily task to minimize customer impact

• Ability to work well within a team environment

Technical Support

Charter Spectrum Communication - Bridgeton, MO

April 2014 to December 2017

Responsibilities

Perform complex troubleshooting and resolution of inbound telephone repair calls. Perform highly complex troubleshooting of telephone customer care issues (e.g. provisioning issues, switch related

issues, and network related issues)

Provide advanced problem diagnosis, resolution and follow-up for inbound telephone customer reported issues

Upsell products and services, including all three lines of business; Telephone, H.S.I. & Cable Monitor reports of unusual switch, provisioning, and network activity; Identify abnormal trends and troubleshoot;

Communicate abnormal trends and escalate to supervisor, as necessary Disposition trouble tickets (e.g. assigning or reassigning as critical, major outage, minor outage, etc.) Coordinate resolution of trouble tickets with other departments Initiate and implement appropriate changes within the telephone switch, as necessary Resolution and follow-up of escalated telephone customer service calls, as necessary Perform other duties as requested by supervisor

Skills Used

Ability to communicate orally and in writing in a clear and straightforward manner Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to manage multiple projects at one time

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties Ability to work independently

Ability to function effectively under pressure and work in a rapidly changing work environment Ability to work flexible schedule

Ability to listen to and interpret the needs of the customer and to demonstrate courtesy and patience in customer

relations

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc. ) Ability to use multiple software and mainframe applications simultaneously Collections/Call Center Rep

Integrity Soultions/Bank of America - Saint Charles, MO January 2014 to April 2014

Responsibilities: Receiving inbound & placing outbound collections calls assisting and educating homeowners

different programs available to through Bank of America as well as state and local agencies resolve their delinquent

mortgage account balances. Offering different options to homeowners such as repayment plans loan modifications

ect. to help the homeowner cure their own delinquent balances & keep their homes from the foreclosure process

Customer Service Representative/Call Center

American Water Resources - Alton, IL

April 2013 to October 2013

Responsibilities: Receiving inbound & outbound calls to American Water & other water utilities customers. Educating

customers on protections plans available to provide peace of mind coverage for damages to their water

& sewer

lines as well as indoor plumbing. Verifying eligibility and enrolling customers in the protections programs as well as assisting them with the process of filing a claim. In addition to taking payments over the phone with personal check

& most of the major debit & credit cards. Having the ability to retain a customer whom are wanting to cancel the coverages & or up selling to a better protection plan. Furthermore performing special assignment such as customer call backs, problem solving & data entry included Customer Service/ Sales Representative

Best Buy - Bridgeton, MO

July 2007 to January 2013

Responsibilities:Selling the latest & greatest electronics such as tvs, appliances, home & mobile phones, desktops,

laptops & tablets, etc. Also handling large amounts of cash, debit & all major credit card, personal travelers & business checks as well as customers account information. In addition to assisting customers with in store & online purchases restocking & warehouse task Education

High school or equivalent

Mc Cluer High School - Florissant, MO

August 2006 to May 2009

Skills

• Sales (10+ years)

• Data Entry (4 years)

• Customer Service (10+ years)

• Teamwork (10+ years)

• Microsoft Office (10+ years)

• Excel

• Project Management (1 year)

• Telecom (6 years)

• Customer Support (10+ years)

• Customer Care (10+ years)

• Call Center (6 years)

• CSR (10+ years)

• Technical Support (6 years)

• Computer Networking (6 years)

• Project Coordination (Less than 1 year)

• Help Desk (6 years)

• Desktop Support (6 years)

• Network Support (6 years)

• Microsoft SharePoint (10+ years)

• Microsoft Windows (10+ years)

• Account Management (1 year)

• Billing (1 year)

• Account Reconciliation (1 year)

• Front Desk (2 years)

• Receptionist (2 years)

• Cash handling

• Negotiation

• Multi-line phone systems

• Stocking

• Warehouse experience

• Salesforce

• Troubleshooting

• Communication skills

Certifications and Licenses

Driver's License

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