Customer Service Professional with Escalation Expertise
Resume:
Sherri Johnson
Johnstown, Oh ***31
Cell: 419-***-****
******.*********@*****.***
Objective
Customer Service or related position.
Accomplishments
I'm a firm believer in customer service. I believed in giving the customer the type of service I would expect if I was on the other end of the phone. In my current position I’ve mastered how to diffuse situations by knowing what my customer values.
Employment History
Discover Financial Services, Inc
Customer Relations Manager, CEG 3/2018 – 08/2023
Took supervisor calls, Customer Escalation Group
Promoted 3 times.
Customer Praise Winner, 2 Times.
Met all required metrics, (Utilization, Schedule Adherence, Call time, and Customer Surveys) .
I Matter (customer surveys) score of 92% or better consistently.
Assisted with website navigation and installation, worked on messaging app with customers
Quick learner, open to development, self sufficient
Black and White Transportation, Toledo, Ohio
Driver, 4/2016 – 3/2018
Provided transportation all over the City of Toledo in a professional and timely manner.
Company contracted to provide transportation for low income families to needed doctors offices, hospitals and clinics
Delivered needed supplies to local customers and business in a timely manner.
Page Plus Cellular, Holland, Ohio
Customer Service Representative, 4/2011 - 7/2012
Assisted customers with taking payments, add pin numbers, and changing ESN’s for customers.
Took calls on a dedicated line for Page Plus Dealers and assisted with ESN changes, ESN swaps, and adding Pins to the computer.
Constantly obtained 90% or better on all quality monitors.
APS Medical Billing, Toledo, Ohio
Refunds Specialist/Customer Service Representative, 1/2005 - 6/2010
Review insurance company and patient payments to determine if a refund was due.
Contacted insurance companies to initiate a recoupment, if over payment occurred.
Generated mailings for clients.
Take patient calls and answered questions on medical billing and updated customer information.
Convergys Corporation, Toledo, Ohio
Customer Service Representative, 8/2001 – 2/2004
Resolve customer problems.
Took calls for Comcast Broadband Division.
Took calls and answered questions for Comcast Cable Television Division.
Provided technical support for Comcast.
Worked as a "First Call Resolution" for all customers.
Met or exceeded all handle call times for both cable and broadband customers.
Fashion Bug, Toledo, Ohio
Assistant Manager, 5/2000 - 10/2001
Responsibilities included payroll, time cards, and weekly scheduling of employees.
Responsible for inventory and loss prevention.
Resolved customer complaints and problems that may arise.
Education
H.S., 1988
Perkins High School, Sandusky, Ohio
Stautzenberger College, Toledo, Ohio
Working towards a degree in I.T. systems Administration
Communication Skills
Internet Explorer
Internet Technology
Macromedia Flash
HTML
Customer Relations
Customer Retention
Office Equipment
Managing E-mail
Legal Documentation
References
Available upon request
Customer Praise Winner, 2 Times
ACE (Amazing Customer Experience) winner 6 times
Contact this candidate