Alexis Johnson
Fredericksburg,VA
Summary
Astute & friendly Technical Support Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
7
7
years of professional experience
Work History
Salesforce Administrator
Intuit
12.2021 - 04.2023
- Proved successful working within tight deadlines in fast-paced environment.
- Set up and controlled user access levels across databases to protect important data.
- Modified databases to meet needs and goals determined during planning process.
- Wrote and maintained technical and functional specifications to document database intentions and requirements.
- Implemented security measures to protect vital business data.
- Self-motivated, with strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Worked well in team setting, providing support and guidance.
Fraud Investigator
Capital One
06.2021 - 12.2021
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Conducted prompt and thorough investigations on referred files.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Worked with third-party vendors to access and analyze data and systems.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Call Center Team Leader/Supervisor
Capital One
02.2021 - 05.2021
- Assisted in training, motivating and coaching team members to meet required center goals.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Responded to customer requests for products, services, and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Handled advanced issues with calm, knowledgeable and professional approach.
Small Business Loan Operations Specialist
Capital One
04.2020 - 02.2021
- Developed customized solutions of deposit, lending, and other products for small business customers.
- Prospected for new business through networking, community outreach, and customer referral generation.
- Created and managed community events and customer promotions.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Data Entry Clerk
Atlantic Union Bank
12.2019 - 02.2020
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Computer and technical skills; including software knowledge (Microsoft Word, Excel, Access, and Outlook).
- Accuracy and attention to detail.
- Creating Emails in regards to account status.
- Photocopy and fax essential letters to Businesses and/or Financial Institution
Member Service Representative
USAA Federal Savings Bank
04.2019 - 09.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Assist banking customers who are victims of fraud, theft or identity theft Conveying credit card related information while abiding by Federal regulations.
- Disputing credit card, Automated Clearing House & Debit card transactions Assuring quality of Customer Service is for Military Families and their dependents.
- Processing bill payments, performing cash advance, increase/decrease credit limit request.
Technical Service Representative
Comcast
07.2016 - 09.2017
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Maintained and updated customer service database.
- Answering Multi-Phone line systems
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over Internet.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer's information and determine issue by evaluating and analyzing symptoms.
- Diagnose and resolve technical hardware and software issues involving cable and internet connectivity. Assist with inquiries about Cable and Internet Billing information.
- Upselling of products and services Given title of "Subject Matter Expert"
- Assisting colleagues with de-escalation training and taking supervisor calls with upper management permission.
- Assisted on site trainers with classroom materials and training.
Education
No Degree - Cosmetology Education
Paul Mitchell The School- Woodbridge, VA
Woodbridge, VA10.2018
High School Diploma -
Stafford Senior High School
Fredericksburg, VA06.2014
Skills
- Data Manipulation
- Workflow Configuration
- Case Support
- Customer Needs Assessments
- Customer Accounts Management
- Procedure Reviewing
- Setting Up Profiles
- Operational Improvements
- Recognition Programs
- Assist Callers
- Data and Analytics
- Technical Design Documentation
- Database Management
- Data Integrity
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Salesforce Administrator
Intuit
12.2021 - 04.2023
Fraud Investigator
Capital One
06.2021 - 12.2021
Call Center Team Leader/Supervisor
Capital One
02.2021 - 05.2021
Small Business Loan Operations Specialist
Capital One
04.2020 - 02.2021
Data Entry Clerk
Atlantic Union Bank
12.2019 - 02.2020
Member Service Representative
USAA Federal Savings Bank
04.2019 - 09.2019
Technical Service Representative
Comcast
07.2016 - 09.2017
No Degree - Cosmetology Education
Paul Mitchell The School- Woodbridge, VA
High School Diploma -
Stafford Senior High School