Customer Service Representative

Kareem Johnson

*** ****** ***

Franklinville NJ *8322

*****************@******.***

Home: 856-***-****

Cell: 484-***-****

Dedicated customer service Representative with 11+ years of experience in sales and administrative support. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line, and turnaround of underperforming operations.

Respected leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Displays exemplary verbal and written communication skills and works effectively with others in a team.

A multi-skilled professional offering broad-based experience in customer service and the sales field; in various areas of business, highly organized with the ability to manage multiple projects and meet deadlines.

I have 4 years of experience with warehouse machinery, forklifts, cherry pickers, and pallet jacks. I lead by example and ensure the execution of all safety, security, quality, and operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement

Cost-Reduction Strategies

Order Fulfillment

Professional Experience

Whonder Investment Group 06/2011-Present

Property Manager Franklinville, NJ

Maintain occupancy rates above 90% through consistent tenant engagement and lease renewals.

Supervise on-site staff, including leasing agents and maintenance technicians.

Implement cost-saving vendor contracts, reducing maintenance expenses by 15%.

Ensure compliance with local housing regulations and respond to all city inspections.

Processed rent collections and coordinated legal activities for delinquencies when necessary.

Jam’s Travel 06/2011-Present

Customer Service Representative/ Administrative Support Franklinville, NJ

Support the Founder by organizing and expediting the flow of work.

Assist travel agents with booking flights, hotels, tours, and rental cars using various reservation platforms.

Respond to customer inquiries; approximately 150 daily correspondences via phone, email, and in person, ensuring timely and professional service.

Prepare and distribute customized itineraries and travel documents for clients.

Handle payment processing, refunds, and invoice preparation.

Maintain organized records of client bookings and update internal databases.

Resolve client complaints and concerns with a focus on satisfaction and retention to maintain a 10%-15% sales quota.

Conduct orientation for new employees and training programs for new and existing employees to enhance employee performance and cultivate a positive work environment.

Provide receptionist support, file, copy, scan, and fax, order supplies as needed, update records daily with Microsoft Software Suite.

Multitasked, prioritized, and ensured the completion of time-sensitive tasks.

Transformed an operation that was posting annual losses to achieve profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of online travel deals.

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AdvoServ Inc. 06/2010-06/2011

Community Living Specialist Swedesboro, NJ

Care for mentally ill and special need adults on a daily basis provided weekly lesson plans for client, writing, spelling, reading, simple mathematics.

Assist in retraining clients if needed, walking, talking daily routine.

Work daily with each client to ensure there health is maintained, help quit smoking, eat right, exercise, work daily with clients to ensure their personal hygiene is maintained, shower, brush hair and teeth, clothes are clean and fit appropriately.

Daily and weekend outings, take client on outings to promote communication skills and behavior

NCO - June 2008 - Oct 2010

AT&T Customer Service Representative

Maintain a consistent volumne of 100 to 200+ telephone calls per day.

Managed a Southwest- Western territory of 5 states that included, Texas, Califronia, Arizona, New Mexico, Nevada.

Processed all client orders received through an internal AT&T system.

Sold advertised discounts and specials to client in order to achieve an additional 20% sales. goal.

Consistently achieved sales quotas of 10 to 15% on a monthly basis.

Remain professional in my communication, written and verbal with all clients on a daily basis, answered 100-200 calls daily.

Gerresheimer Glass Inc Feb. 2007 - Aug. 2007

Services Crew / Factory Crew

Operated a fork lift, reach lift, a cherry picker and electric pallet jack on a daily basis.

Provided assistance in the production and quality of glass making.

Assist in lines and the production of other lines, help crew members and maintain the line is running smoothly and accordingly.

Maintained the up keep of the factories appearance, making sure the floor and work stations are free of glass and debris.

Work over time as needed, swing shift as needed and anything else that would help and maintain the up keeping of the product.

Quality control inspect glass tubing to make sure quality meets standards

Education

2020 Rowan College of Gloucester County, Sewell, NJ: earned 12 credits; concentration in Business Management

2006-2007 Cumberland County College, Vineland, NJ: earned 30 credits; concentration in Liberal Arts Studies

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment, policy and safety.

Achievement

2020: Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling store to improve ranking from #32 in territory to #5.

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