Remote Customer Service Representative

A. MICHELLE JOHNSON

Augusta, GA 984-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Accomplished and resilient Customer Service Specialist and Team Lead with over a decade of dedicated experience at TSYS within the financial services sector. Proven ability to manage a high volume of inbound calls in a fast-paced environment while consistently maintaining a timely, efficient, and empathetic response. Exceptional interpersonal skills with a passion for client retention and people-first problem-solving. Eager to leverage deep industry expertise, strong computer proficiency, and leadership capabilities into a remote or office-based customer support role.

CORE COMPETENCIES

Call Center Operations

High-Volume Call Handling, Timely Resolution, Queue Efficiency, Service Level Agreement (SLA) Compliance Leadership & Operations

Team Scheduling, Workflow Organization, Task

Assignment, Performance Training

Financial & Account Services

Account Maintenance, Customer Financial

Adjustments, Data Entry & Recording

Client Relations

Retention Strategies, Service Recommendations,

Escalation Resolution, Communication

PROFESSIONAL EXPERIENCE

Customer Service Team Lead & Client Representative TSYS (Total System Services) • Columbus, GA

Managed and answered a high volume of calls daily, maintaining an efficient handle time while ensuring high-quality, accurate service for every account.

Supervised, trained, and mentored a dedicated team of client representatives, fostering a collaborative, high-performance team culture.

Managed team scheduling, distributed daily task assignments, coordinated team meetings, and prepared performance reports for department leadership to optimize queue management. Oversaw customer financial accounts, recorded accurate account updates, and efficiently processed complex customer financial adjustments.

Analyzed client needs to make tailored product and service recommendations, boosting retention rates and customer satisfaction.

Maintained peak performance metrics, consistently meeting or exceeding company standards for call quality and speed of resolution.

EDUCATION

Coursework in General Studies

Columbus State University • Columbus, GA

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PROFESSIONAL RECOGNITION & COMMUNITY INVOLVEMENT

Employee of the Year Award – TSYS

Quality Assurance (QA) Excellence Awards – TSYS

Leadership Performance Awards – TSYS

Americans with Disabilities Recognition Award

Volunteer, American Red Cross

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