ALEXANDRIA JOHNSON
Memphis,TN
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
23
23
years of professional experience
Work History
Senior Customer Resolution Coordinator (remote)
Walmart Home Office
, TN
09.2023 - 01.2024
- Facilitated communication between different departments in order to resolve issues quickly.
- Streamlined customer service process reducing the average respond time by 30% and overall customer satisfaction
- Proactively identified opportunities to enhance internal processes leading to a 25% reduction in response time for customers
- Guided fellow employees with difficult or complicated clients
- Answered 30-50 calls per shift to assist with customer questions and concerns. Depending on call volume
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Organized and maintained confidential records for office employee files, health records and protected information.
Remote Universal Customer Service Representative
Williams-Sonoma
Memphis, TN
10.2022 - 05.2023
- Provided exceptional customer service by promptly addressing inquiries resulting in a 95% increase in customer service satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Increased customer satisfaction ratings 40% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Presented customers with inquiry updates to gain 85% positive feedback.
- Provided guidance to end-users regarding best practices while working with different Microsoft products like Outlook Express or Internet Explorer.
- Produced, organized, and disseminated critical documents for internal teams and customers, resulting in a 30% reduction in response time and enhanced collaboration efficiency.
- Worked from home and achieved an 85% call closure rate (answered vs. transferred) over 4 months consecutively.
CSR General Associate
Amazon
Memphis, TN
01.2018 - 08.2022
- Led on- and off-site customer support teams across multiple time zones.
- 100% Followed up with customers to ensure their satisfaction.
- Adhered to company's established protocols for handling confidential data.
- Responded to over 2k emails, and phone calls within 48 hours regarding billing, account information, and general inquiries from customers.
Secretarial Assistant/Customer Service Representative
Leroy's Automotive Repair
Memphis, TN
08.2012 - 01.2018
- Developed filing systems that enabled quick access to stored files and documents
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Greeted and assisted all customers to foster positive experiences.
- Updated and improved database client accounts
- Prepared 700 invoices, reports, memos, and other documents
Cake Decorator
Self Employed Work
, TN
01.2001 - Current
- Worked with common cake decorating and baking tools, such as mixers and carving tools.
- Used photo cake software to create specialty birthday and anniversary cakes.
- Prepared buttercream and icings to use for decorating cakes, cupcakes, tarts and other pastries.
- Assisted customers with planning cake vision, including color, theme and size.
- Cleaned display cases, utensils, and working spaces to keep sanitary work environment.
- Assembled multiple tiers of cakes with precision and stability.
Education
High School Diploma -
Whitehaven High School
Memphis, TN05-2022
Skills
- Data Entry
- Resource Allocation
- Database Management
- Information Collection
- Customer Service
- CRM Software
- Refunds and Exchanges
- Troubleshooting
- Microsoft Office
- Quotas and goals
- Order Processing
- De-escalation
- Inbound and Outbound Calling
- Muti-line Phone System
- Scheduling and Calendar Management
Accomplishments
- Received over 10 positive feedback surveys in a work week.
- Responded to over 2k emails, and phone calls within 48 hours regarding billing, account information, and general inquiries from customers.
Timeline
Senior Customer Resolution Coordinator (remote)
Walmart Home Office
09.2023 - 01.2024
Remote Universal Customer Service Representative
Williams-Sonoma
10.2022 - 05.2023
CSR General Associate
Amazon
01.2018 - 08.2022
Secretarial Assistant/Customer Service Representative
Leroy's Automotive Repair
08.2012 - 01.2018
Cake Decorator
Self Employed Work
01.2001 - Current
High School Diploma -
Whitehaven High School