Datonya Johnson
San Bernardino,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
28
28
years of professional experience
Work History
Remote Customer Service Manager
Guaranteed Rate
11.2018 - 01.2022
- Cross traind 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.
- Worked with internal teams to understand business needs and changing strategies,
Remote Customer Service Representative
Innovative Mortgage Solutions
01.2008 - 01.2018
- 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.
Customer Service Representative
GE Capital Mortgage
04.1994 - 11.2008
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests Via phone.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers by providing confirmations, answering questions and offering general information.
Education
High School Diploma -
Ellenwood Academy
Atlanta, GA06.1986
Skills
- Efficient and Detail-Oriented
- Technical Support
- Management Experience
- Sales
- Email Support
- Salesforce
- Understanding Customer Needs
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- Microsoft Office
Timeline
Remote Customer Service Manager
Guaranteed Rate
11.2018 - 01.2022
Remote Customer Service Representative
Innovative Mortgage Solutions
01.2008 - 01.2018
Customer Service Representative
GE Capital Mortgage
04.1994 - 11.2008
High School Diploma -
Ellenwood Academy