Summary
Overview
Work History
Education
Skills
Timeline
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ALANDRIA JOHNSON

Montgomery

Summary

Dedicated CSR talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 5 years of experience in quickly resolving problematic issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.

Overview

9
9
years of professional experience

Work History

Tier 1 Technical Support Representative

Concentrix
09.2020 - 03.2025
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Reduced call resolution time by effectively troubleshooting software and hardware problems.
  • Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
  • Collaborated with teammates to identify recurring issues and develop long-term solutions.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
  • Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
  • Provided remote support for customers, guiding them through the resolution process stepbystep.
  • Maintained detailed records of customer interactions, noting solutions provided for future reference.
  • Managed high levels of call flow and responded to technical support needs.

Collections Representative

Convergent/Sprint
10.2018 - 08.2020
  • Upheld privacy and security requirements established by convergent regulatory agencies
  • Handled contracts and payments on accounts
  • Advised debtors on payment options and set up payment plans
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
  • Overcame objections by applying advanced training and persuasion techniques
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts
  • Received payment and posted to appropriate customer accounts

Cashier/Sales Associate Manager

Walmart
11.2015 - 09.2018
  • Completed merchandise purchases for the customers
  • Assist customers around the store

Education

High School Diploma -

Sidney Lanier High School
Montgomery, AL
05.2015

Skills

  • Installment plan set up
  • Automated dialer experience
  • Insolvency resolution
  • Skip tracing
  • Mathematics skills
  • Scripted conversations
  • Short Sales/Note Sales
  • Payment acceptance
  • Credit and collections
  • Call center background

Timeline

Tier 1 Technical Support Representative

Concentrix
09.2020 - 03.2025

Collections Representative

Convergent/Sprint
10.2018 - 08.2020

Cashier/Sales Associate Manager

Walmart
11.2015 - 09.2018

High School Diploma -

Sidney Lanier High School

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ALANDRIA JOHNSON