Manager Customer Service

Shakina L. Johnson

DeSoto, TX. ***** 469-***-**** ***********@*****.***

Objective

My objective is to obtain a lead position within the IT Support Customer Service / Support industry to enhance and showcase my skills.

Profile

15+ years of experience in customer service and technical support

10 years of training, motivating, coaching and developing managers

10 years of developing, planning and directing operations to ensure quality and productivity

Excellent working knowledge using Microsoft Office and AT&T systems such as Avaya, IEX, CSR Admin, SBN, Clarify, and Telegence as well as Remedy and SharePoint

Received on the job training for U-Verse Home Solutions involving, CCTP, Hyperion, and Telco Systems

Acknowledged as “Total Quality Customer Service Manager Professional.”

Experience

PARTNER SUPPORT REP INTELISYS 7/18-1/2020

Provided Partner Support information to Partners by responding to their questions and worked as a liaison between suppliers and partners in solving their issues.

Assisted Partners in submitting orders by providing Partners with required forms, answering questions regarding forms and other processes.

Provided back up support to peers in the Partner Support department that were unable to cover workload.

Attended in state / out of state meetings as well as onsite and offsite supplier trainings and events.

IT TECHNICIAN ADT SECURITY 12/16-7/18

Handled changes such as forgotten passwords, viruses or email issues.

Installed and configured PC for CSRs and performed onsite / offsite reboots for updates.

SR ANALYST / WORKFORCE MANAGEMENT ATT DIGITAL LIFE 4/13-7/16

SME in alarm monitoring and support escalations. (Promoted within 6 months to Relief Acting Manager)

Sr. Analyst promotion: Directed the flow of operations and prepared daily reports of attendance as well as scheduled breaks and lunches for all agents.

Provided Metrics reports to managers and directors for training purposes.

INVENTORY SPECIALIST / FLOOR HELP FOLLETT BOOKSTORE 2/06-08/12

Performed shelf inventory for textbooks and supplies @ DCCCD colleges (Mountain View and Eastfield)

Assisted in the troubleshooting of shipping / receiving and web orders

Analyzed headcount and inventory to make ordering recommendations

Highlights

TEAM ORIENTED

I am dedicated to working with the team in mind in order to meet demands of our customer(s).

CUSTOMER FOCUSED

I take negative customer feedback seriously and I am always willing to address it and resolve as well.

SKILLED MULTI- TASKER

In a busy environment, I work well. I can complete many important action items with minimal supervision and preparation.

Education

ASSOCIATES ARTS 2013 OBTAINED TARRANT COUNTY COLLEGE

Related coursework: Obtained Human Resource Management Certificate / Culinary Arts Degree w/ Emphasis in Culinary Nutrition

BACHELORS BUSINESS MARKETING IN PROGRESS UTA

Major: Business Marketing

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