Technical Support Customer Care

LEMAN JOHNSON

****Mersington Avenue, Kansas City, Missouri 64128 816-***-**** ************@*****.***

Dedicated professional with over 20 years of consistent performance in Sales, Technical Support, Account Management and Customer Care. Ability to increase customer traffic and sales while being an efficient and proven leader. Looking to secure a position with your company where I can use my knowledge and key sales skills to increase productivity and efficiency within a thriving environment for growth.

QUALIFICATIONS

•Leader in Sales, Retention, Technical Support, Account Management and Customer Care.

•Skilled in developing and executing strategies to increase market share and overall revenue.

•Ability to exceed monthly goals during high stress situations.

•Identifies new opportunities across changing product lines and offerings.

•Effectively identify problems using advanced troubleshooting skills.

•Seasoned Computer Technician versed in the installation and maintenance of a wide range of computer hardware, software, and operating systems. Patient and resourceful.

•Customer focused strategist with an ability to quickly build rapport with key decision makers and establish common goals for a successful partnership.

•Skilled at handling multiple assignments in a timely and professional manner.

•Problem solving skills using policies, procedures and regulations.

PROFESSIONAL EXPERIENCE

Spectrum Overland Park, Kansas 2022 - Current

Supervisor, Residential Retention

•Responsible for managing retention agents in an effort to retain existing customers from disconnecting while retaining and upselling core products.

•Supervises agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions exists and is sustained.

•Consistently meets or exceeds weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques.

•Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, an d other metrics as necessary.

•Analyze and provide statistically-based recommendations on ways to improve agent save performance.

•Manage agents performance by providing frequent coaching based upon call monitoring and save performance.

•Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

•Successfully manages difficult customer calls that require issue resolution.

Call Center Sales Retention Representative

•Actively and consistently supported all efforts to simplify and enhance the customer experience.

•Consistently met or exceeded weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.

•Responded to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.

•Answered questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.

•Mastered order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.

•Demonstrated thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services.

T-Mobile Kansas City, Missouri 2019 - 2022

Virtual Retail Mobile Expert

•Presents a personalized complete sales solution for potential customers.

•Assist in virtual shadowing to ramp up new employees and low performing teammates.

•Serves as a lead and helps develop teammates by sharing best practices to form key sales skills to help drive overall team performance.

•Collaborates in team environment to ensure work is evenly distributed, customers are efficiently served and revenue opportunities are maintained.

•Maintains knowledge of systems, new products, and reference resources in order to provide the best service solutions to customers.

Alpha Beta Test Specialist (Sprint)

•Provided quality sales and customer service in a retail environment.

•Performed front end user acceptance testing for all go to market price plans and promotions for Telesales.

•Lead testing projects for iconic launches.

•Strong focus on maximizing sales for performance in fast environment.

•Assisted with shadowing for new hires to ramp up performance.

•Fulfilled inbound calls to provide a total sales solution for customers.

Spectrum/Time Warner Cable Kansas City, Missouri 2016 - 2019

Retail Sales Associate

•Provide quality sales and customer service in a retail environment.

•Sold all services offered by the company and consistently exceeds sales goals.

•Upgraded services and salvage relationships with customers who desire to downgrade or disconnect.

•Educated customers on company products and features utilizing interactive displays and internet kiosk.

•Placed customer requests for new installations, change of service, transfers and disconnects.

•Accepted payments, balance cash drawer, respond to billing questions, and correct billing errors and discrepancies in a timely manner.

Best Buy, Inc. 2016 - 2017

Geek Squad Consultation Agent

•Provided thorough support and problem resolution for customers.

•Maintained composure and patience in face of difficult customer situations.

•Built and maintained successful relationships with service providers, dealers, and consumers.

•Trained new employees and explained protocols clearly and efficiently.

•Assisted management with scheduling, service protocol improvements, and quality assistance.

•Achieved consistent #1 or #2 rankings in monthly metrics -- including call duration, number of calls per shift, and customer satisfaction rating.

FREIGHTQUOTE Kansas City, Missouri 2015 - 2016

Account Executive

XFINTY COMCAST Independence, Missouri 2013 - 2015

Sales Professional

AT&T MOBILITY/CRICKET COMMUNICATIONS Kansas City, Kansas 2011 – 2013

Small Business Specialist, Retail Consultant

NEBRASKA FURNITURE MART Kansas City, Kansas 2003 – 2010

Mobile Installation Supervisor, Mobile Auto Sales

TRAINING/CERTIFICATIONS

•Metropolitan Community College, Kansas City, Missouri

•CISCO Training-CCNA

•Help Desk Support- Certificate

•IT Coursework

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