Janisha Johnson
SUMMARY
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.
SKILLS
Efficient and Detail-Oriented
Technical Support
Medical Insurance Rep
Supervisory Experience
Sales
Email Support
Salesforce
Zendesk
Understanding Customer Needs
Creative Problem Solving
Call Documentation
Order and Refund Processing
Data Entry
CRM Software
LiveChat Support
Microsoft Office
Billing
EXPERIENCE
08/2020 to 06/2023
(Remote) Customer Service Supervisor
Quantum 3 media
Cross trained in multiple departments to know all company needs and train new employees.
Analyzed and updated all necessary changes to Salesforce software
Processed customer service requests via phone support and email support
Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
Noted customer correspondence in CRM to track requests, problems and solutions.
Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
Audited internal data and processes to identify and manage initiatives, improving business performance.
Recommended metrics and models based on observed trends.
Worked with internal teams to understand business needs and changing strategies.
07/2019 to 08/2020
Data Entry/Account Administrative Representative
Apple
Performed administrative tasks and assisted in executing business solutions
Successfully entered data into company database and validated the accuracy of valuable company information
Used and analyzed data from automated information aggregators to update the database
Generated data reports, enter company findings into the database and perform backups
Supported data entry across departments as requested, switching promptly to new projects.
01/2017 to 06/2019
Customer Services Representative
American airlines
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
Documented customer correspondence in CRM to track requests, problems and solutions.
Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
Assisted customers by providing confirmations, answering questions and offering general information.
EDUCATION AND TRAINING
High School Diploma
Hope High School