Alexia Johnson
Charlotte,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in diverse industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
Work History
HR Contact Center Representative
Raytheon Technologies
Charlotte, NC
12.2021 - Current
- Utilize multiple systems (CRM, Workday, SharePoint, etc.) and applications to obtain information to respond to inquiries within existing policies and procedures
- Assist internal and external employees, including, managers, leaders, and vendor/suppliers
- Utilize ServiceNow for case management tracking for intake and requests
- Answer HR related questions regarding payroll, benefits, FMLA, LOA, time-off, etc
- Respond to internal individuals (Employees, Managers, Leaders, and HR Leaders) inquiries in accordance with existing policies and procedures.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards..
- Resolved concerns with products or services to help with retention and drive sales.
- Onboarded new temps by entering employee information into systems.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Client Relations Associate Contractor
Vanguard
Charlotte, NC
08.2020 - 12.2021
- Answering and assisting investors with questions, monetary transactions, financial products and services
- Technical subject matter expert
- Utilize virtual technology to develop relationships with clients and understand their unique investment to position the appropriate solutions or actions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Led projects and analyzed data to identify opportunities for improvement.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Created plans and communicated deadlines to complete projects on time.
- Identified issues, analyzed information and provided solutions to problems.
Customer Service Rep
Virginia Career Works
Franklin, VA
10.2019 - 02.2020
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collected and analyzed customer information to prepare product or service reports.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Cross-trained and backed up other customer service managers.
- Maintained up-to-date knowledge of product and service changes.
- Communicated professionally with colleagues, freelancers and clients.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
Freight Customer Service Rep
Emser Tiles
Suffolk, VA
09.2018 - 10.2019
- Tracked, traced and communicated ETA for LTL, TL, ocean and air shipments in real time and point to point using carrier websites
- Entered customer information, weight of shipment and inventory into SAP
- Converted daily/weekly truck load shipments into Excel spreadsheets
- Liaison between logistic manager, carriers and customers for over $25 million in equipment and supplies shipped globally
- BOL process from start to finish
- Contracted and negotiated load incentives with carriers to avoid shipment delays
- Communicated with clients and branches regularly to provide satisfactory service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collected and analyzed customer information to prepare product or service reports.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Effective liaison between customers and internal departments.
Education
BBA - Business Administration
University of Phoenix
Tempe, AZ 02.2019 - 12.2022
Certificate in Human Resources -
University of Phoenix
Tempe, AZ 02.2019 - 12.2022
Skills
MS SuiteSAPInvoicingCustomer ServiceShipping/Receiving/Tracking/TracingAdministrative supportCommunication SkillsADPData EntryEmployee RelationsHuman Resources CertificationSales forceWorkdayCRMServiceNowHRIS
Customer Relationship Management
Customer Relationship Management
Quality assurance
Account management
Customer support
Documentation and reporting
Client communication
Complaint resolution
Technical Support
Timeline
HR Contact Center Representative
Raytheon Technologies
12.2021 - Current
Client Relations Associate Contractor
Vanguard
08.2020 - 12.2021
Customer Service Rep
Virginia Career Works
10.2019 - 02.2020
BBA - Business Administration
University of Phoenix
02.2019 - 12.2022
Certificate in Human Resources -
University of Phoenix
02.2019 - 12.2022
Freight Customer Service Rep
Emser Tiles
09.2018 - 10.2019