Amber Johnson

Dedicated Customer Service Representative with a proven track record of maintaining a 96% customer satisfaction rate and achieving an 82% renewal rate. Skilled in active listening, complaint resolution, and problem solving, with experience delivering high-quality support through various channels including phone, email, and chat. A collaborative team player who excels in individual contributions.

• Answered inbound customer calls to set up new accounts, place orders, and resolve issues quickly and professionally across phone, email, and live chat.
• Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
• Maintained a 96% customer satisfaction rate by applying attentive listening and targeted problem-solving skills while adhering to company policy and procedure.
• Recorded detailed notes on customer accounts after every interaction resulting in a 98% accuracy rate for data-entry.
• Coordinated with warehouse staff to confirm stock availability and expedite urgent customer shipments.
• Handled 40+ inbound calls daily in a high-volume call center, maintaining 3-4 min AHT
• Exceeded monthly sales and retention goals, achieving an 85% renewal rate for ~400 customers
• Resolved escalations promptly, reducing escalation incidents by 22%.