Breda Johnson

601-***-****

ad4xb3@r.postjobfree.com

Canton, MS 39046

SKILLS

Customer Service

Communication Skills

Problem-Solving

Technical Proficiency

Attention to Detail

Multitasking

Teamwork

Adaptability

Professionalism

Regulatory Compliance

Phone Operations

Office Applications

Persuasive Speaking

Attentiveness

Compliance Management

Product Knowledge

Conflict Resolution

Data Entry

Quality Assurance

SUMMARY

Accomplished Customer Service Representative with a proven track record of delivering exceptional customer support across various industries, including hospitality, telecommunications, and e-commerce. Experienced in remote roles at Gold Coast Hotel, AT&T, and Amazon, demonstrating expertise in addressing customer inquiries, managing accounts, and resolving issues with efficiency and professionalism. Adept at leveraging strong communication, problem-solving, and multitasking skills to ensure customer satisfaction and exceed performance targets in virtual environments. Possesses a comprehensive understanding of customer service principles and a dedication to providing personalized assistance to diverse clientele. Ready to leverage diverse experience and skills to contribute to the success of a dynamic organization.

WORK EXPERIENCE

Customer Service Representative Jan 2021 – Dec 2023 Amazon Remote

• Responded to customer inquiries, concerns, and complaints promptly and professionally through virtual communication channels.

• Demonstrated expertise in Amazon's products, services, policies, and procedures to provide accurate guidance and assistance to customers.

• Managed orders, returns, and exchanges efficiently to ensure smooth transactions and resolve any related issues.

• Troubleshot technical issues with Amazon's website, mobile app, and digital platforms, providing clear instructions to customers for resolution.

• Collaborated with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.

• Actively participated in training sessions and stayed updated on Amazon's evolving products and policies to enhance skills and knowledge.

• Met and exceeded performance metrics, including response times, customer satisfaction ratings, and resolution rates.

Branch Customer Service Representative Aug 2014 – Jun 2020 AT&T Remote

• Provided comprehensive assistance to customers regarding inquiries, billing questions, service requests, and technical support needs through remote communication channels.

Telephone Etiquette

Empathy

Troubleshooting

Upselling

• Demonstrated expertise in AT&T's products and services to effectively address customer queries and promote appropriate solutions.

• Managed customer accounts, including processing orders, upgrades, cancellations, and handling billing inquiries and adjustments with accuracy.

• Offered technical support and troubleshooting guidance for various AT&T services and devices to assist customers in resolving connectivity and performance issues.

• Assisted customers with product inquiries, recommended suitable packages or upgrades, and facilitated sales transactions while adhering to sales targets and guidelines.

• Escalated complex or unresolved customer issues to appropriate departments or supervisors for further assistance or resolution.

• Adhered to company policies, procedures, and regulatory requirements while accurately documenting customer interactions, transactions, and resolutions in AT&T's systems.

Customer Service Representative Aug 2012 – Aug 2014 Gold Coast Hotel Remote

• Provided courteous and efficient assistance to guests via phone, email, or online chat, addressing inquiries, resolving issues, and ensuring a positive guest experience.

• Managed hotel reservations, including booking accommodations, processing cancellations or modifications, and addressing special requests, while adhering to hotel policies and availability.

• Assisted guests with billing inquiries, processed payments, and resolved any discrepancies or issues related to their accounts with accuracy and professionalism.

• Offered personalized concierge services to guests, including providing information about local attractions, dining options, transportation, and other amenities to enhance their stay.

• Handled guest complaints, concerns, or emergencies promptly and effectively, demonstrating empathy, and finding appropriate solutions to ensure guest satisfaction.

• Collaborated with other departments, such as housekeeping, maintenance, and reservations, to address guest needs and ensure seamless coordination and communication.

• Maintained accurate records of guest interactions, transactions, and resolutions in the hotel's system, and generated reports as required for management review and analysis.

EDUCATION

Bachelor of Applied Science: Communicative Disorders May 2017 South Seattle College, Seattle, Washington

High School Diploma May 2012

Canton High School, Canton, MS

REFERENCES

• References available upon request.

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