Customer Service Representative

J. Calvin Johnson

**** *. ********* *******, **. 60645 ***.******.*******@*****.*** 309-***-**** PROFESSIONAL SUMMARY:

● Over 8+ years of experience in the administrative assistant, Customer Service field and Consumer Relations experience. 3+ years as a Receptionist, Retail Sales, and call center. Also 2 years of Inventory

● High volume customer service experience; one hundred calls approx. /day.

● Highly skilled in development, maintenance, and retention of customer relationships

● Pleasant and upbeat personality.

● Exceptional people skills.

● Excellent oral and written communication skills. EDUCATION:

● Western Illinois University, Macomb, Illinois--Bachelor of Arts, Social and Behavioral Studies--May 2014

● Black Hawk College, Moline, Illinois---Associate of Arts, Fine Arts--May 2009 SKILLS:

● Motivated, friendly, and skilled customer service representative with 8 years of Consumer Relations experience.

● The ability to thoroughly work well under pressure; Professional and down to earth

● Ability to manage unruly patrons and dissolve problems quickly; Flexible and versatile

● Able to maintain a sense of humor during stressful situations

● Poised and competent with the ability to sustain a personal and professional relationship with customers PROFESSIONAL EXPERIENCE:

University of Chicago Charter School

Math/Literacy Teacher September 2023-Present

• Plan, prepare and deliver lesson plans and instructional materials that facilitate active learning.

• Develops schemes of work, lesson plans and tests that are in accordance with established procedures.

• Instruct and monitor students in the use of learning materials and equipment.

• Use relevant technology to support and differentiate instruction.

• Manage student behavior in the classroom by establishing and enforcing rules and procedures.

• Maintain discipline in accordance with the rules and disciplinary systems of the school.

• Provide appropriate feedback on work.

• Encourage/monitor the progress of individual students/use information to adjust teaching strategies. Northern Arizona University

Graduation Specialist March 2023-September 2023

● Develop a graduation plan for each student to help identify and address barriers to graduation

● Connect students with service providers so that they may focus on school

● Act as a liaison between Northern Arizona University and students

● Help students develop necessary academic skills and effective communication

● Other duties as assigned

Post University

Admissions Advisor October 2022-March 2023

● Conduct Professional College Advisory Sessions (PCAS) via telephone and occasionally face-to-face to help prospective students identify their interests and choose a Degree Program that fits each student’s individual personal and career goals.

● Promptly respond to student inquiries regarding Post University and our program offerings.

● Data entry of student enrollment information to ensure full and proper documentation.

● Follow up with prospective students/applicants and record results in the database to ensure excellent customer service throughout the enrollment process.

● Work collaboratively with the Financial Aid, Office of Student Information, and other departments to assist students with their financing and advising needs.

● Participate in student registration and development activities to promote student awareness, retention, and success.

● Work with academic advising and faculty to identify students with academic problems and strive to overcome these issues to promote student success and retention; coordinate discipline issues with student services.

● Meet & ideally exceed established team and individual enrollment goals.

● Participate in weekly team and floor-wide meetings to address best sales practices and strategies. Financial Aid Advisor July 2022 -September 2022

Ancora Education

● Counsel incoming, continuing, and reentry students on the availability of Title IV funds and resources to cover their tuition and living costs.

● Answer student questions regarding completion of the Federal Application for Federal Student Aid and Direct Loan Entrance Counseling.

● Resolve conflicting information that is identified between Financial Aid Documents as well as other student files within the Institution.

● Effectively communicate with Admissions to ensure future registrations have obtained appropriate documentation for packaging.

● Ensure files are uploaded into the campus operating system.

● Provide updates to Centralized Financial Services and the Executive Director on students who have not submitted documentation or required paperwork to receive Title IV funding. Goldbar Construction and Home Renovation April 2019 -July 2022 Finance Manager

● Monitor the day-to-day financial operations within the company, such as payroll, invoicing, and other transactions.

● Oversee financial department employees, including financial assistants and accountants.

● Track the company's financial status and performance to identify areas for potential improvement.

● Seek out methods for minimizing financial risk to the company.

● Research and analysis financial reports and market trends.

● Review financial data and prepare monthly and annual reports. DivvyDose Pharmacy. Moline, IL Dec 2018 -Apr 2019

Call Center Sales Specialist

● Assessed clients’ needs and presented suitable promoted products.

● Consulted with and persuaded targeted doctors to prescribe our products utilizing effective selling skills and performed cost-benefit analysis.

● Provided product information and delivered product samples.

● Worked with the sales team to develop strategies and implement brand strategies to ensure a consistent marketing message.

American Intercontinental University, Schaumburg, IL Oct 2017 -Nov 2018 National Admissions Advisor

● Answered inbound calls and assisted candidates; Call Center Representative versed in customer support in high call volume environments.

● Conducted interviews with prospective students. Evaluated the prospective student’s needs, interests and qualifications while providing clear and concise information to help the prospective student make an informed decision to attend or not attend the school. Presented information regarding the school’s programs and tuition in a factual and ethical manner.

● Welcomed prospective students by processing paperwork; interviewing applicants; arranging and conducting campus tours; conducted follow-up activities such as letter writing and phone-calling campaigns.

● Professionally assisted prospective students through the admissions process in accordance with all applicable federal and state regulations, school policies and procedures, and in compliance with all accrediting standards and requirements.

● Provided advice and counsel about available financial aid opportunities, eligibility requirements and the application process to students and parents; analyzed and evaluated financial aid eligibility for students.

● Partnered with departments outside of Admissions, Financial Aid, and the office of the Registrar to ensure the delivery of an elevated level of service to every student. Group O Marketing Solutions, Davenport, IA Nov 2016 – Oct 2017 Inbound Care and Sales Agent

● Consulted with customers to recommend and sell a variety of products and services to meet the customer’s needs.

● Utilized resources and leading-edge technology tools to assist customers, as well as to stay up to date on program information.

● Partnered with the Sales Supervisor to identify and initiate areas of opportunity for professional development and personal growth.

● Met sales quotas and performance standards set forth by Group O and its clients. Mediacom Communications, Moline, IL July 2015 - Oct 2016 Customer Service Associate

● Handled in-bound calls on residential billing, general account inquiries, and trouble-shooting cable TV problems

● Was responsible for the timely assistance and resolutions to consumer issues as it relates to installation and activation of media sources including, but not limited to cable television, internet services, and home telephone subscriptions.

● Handled customer contacts on a day-to-day basis, and often resolved more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1.

● Promoted collaboration within the team to solve difficult technical issues and functioned as a mentor to Tier 1 colleagues and performed Root Cause Analysis when needed. Achievements:

● Integrated a complex customer feedback system that took feedback and complaints from customers to manage the system better

● Organized service workflow to meet the influx of customers, thereby streamlining workflow issues

● Revolutionized customer service gauging mechanism which increased efficiency of the department.

● Maintained databases of electronic letters and documents

● Delivered accurate, quick, and resourceful customer service.

● Maintained databases of electronic letters and documents. Kmart Stores, Davenport, IA Aug 2014- July 2015

Inventory Manager

● Inspect the levels of business supplies and raw material to identify shortages

● Ensure product stock is adequate for all distribution channels and can cover direct demand from customers

● Record daily deliveries and shipments to reconcile inventory

● Use software to monitor demand and document characteristics of inventory

● Analyze data to anticipate future needs

References available upon request

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