Andrea Johnson
Wheaton,MD
Summary
Performance-driven and knowledgeable customer service representative with a comprehensive background in providing direct support to customers and colleagues, collecting, and processing tasks while executing various administrative duties. My communication skills have proven to be well-known in my line of work along with a highly professional attitude and strong attention to detail.
Overview
5
5
years of professional experience
Work History
Tech Support and Customer Care Representative
Alorica: Verizon
03.2023 - Current
- Communicated via inbound and/or outbound telephone calls with customers in a professional and courteous manner
- Maintained diplomacy and tact when dealing with upset or escalated calls
- Provided prompt resolution to customer inquiries by providing appropriate and accurate information, using the highest quality customer service standards
- Accurately document and updated records in required systems
- Consistently met or exceeded performance metrics, including customer satisfaction ratings, response time, and issue resolution
- Actively participated in training sessions to stay updated on product changes and customer service standards
- Followed up in a timely manner to ensure customer satisfaction
- Developed an understanding of assigned program(s), systems, and procedures necessary to perform job effectively in order to meet minimum program performance standards
- Escalated customer complaints and/or calls through the appropriate channel to management
- When requested and appropriate, upsell and/or cross-sell products or services to customers where appropriate
- Communicated feedback and progress to management
- Provided technical assistance and troubleshooting support to customers.
- Documented and reported technical issues for auditing and resolution.
- Demonstrated proficiency in using CRM software to track and manage customer interactions.
Server
Knowles Station Wine & Co
06.2022 - 01.2023
- Fostered repeat business by getting to know customers, understanding their specific needs, and memorizing their orders
- Responsible for opening and/or closing of the store
- Coached new servers and other front of house employees to exceed sales goals and to create great customer experience
- Increased my knowledge of wine & beer to inform customers which drinks pair best with their meals
- Ensured optimal guest experience by making customers feel comfortable, welcomed, and taken care of
- Developed social media strategies to maximize engagement
- Answered incoming customer phone calls and identified the customer's needs
- Consistently achieved above 20 percent tip percentage
- Organized service stations and kept a clean environment while working.
- Worked collaboratively with team members to achieve common goals and objectives.
- Supported team members in achieving performance targets and program standards.
- Adapted to changing work environments and contributed positively to team dynamics.
Contract Delivery Driver
Instacart, Doordash, Uber Eats
06.2020 - 05.2022
- Loading, transporting, and delivering items to clients or businesses in a safe, prompt manner
- Reviewed orders before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied
- Communicated with customers both virtually and in person
- Managed items over 50 lbs in stores, vehicles, and up flights of stairs
- Managed time by creating weekly work schedules.
Customer Service Associate
Home Depot
03.2020 - 06.2020
- Planned and prioritized tasks and responsibilities to meet the needs of customers
- Aided customers with a warm and professional attitude
- Resolved customer concerns via phone
- Effectively communicated with other stores for customer purchases and online orders
- Processed exchanges, refunds, orders, customer transactions, pick-ups, and curbside pickups
- Increased product knowledge to create an optimal customer experience
- Performed efficient data entry for customer information, orders, and shipments.
- Participated in training sessions to stay updated on product changes and service standards.
Waitress
Silver New American Brasserie
10.2019 - 03.2020
- Managed a high volume of customers regularly
- Delivered daily sales goals by ensuring the best execution of the Customer Experience journey
- Memorized customer orders and ensured that plates were correct before arriving at the table
- Maintained an optimal customer experience by checking-in on guests and anticipating customer needs
- Cleaned and sanitized dining room and side stations
- Prepared coffee, tea, and other drinks in a fast-paced environment.
Hostess
Miller's Ale House
01.2019 - 03.2020
- Prepare seat arrangements and organize reservations to ensure guest satisfaction
- Provided support to employees by assisting with bussing or serving duties
- Maintained an optimal customer experience by anticipating customer needs
- Cleaned and sanitized bathroom and hostess area.
Education
Some College - Electrical Engineering
Howard University
Washington, D.C.Some College - Broadcast Media Production
Montgomery College
Montgomery County, MDSkills
- Technical Support
- Inbound/Outbound Customer Service
- Data Entry
- Problem Solving
- Customer Relations
- Appointment Scheduling
- Teamwork and Collaboration
- Understanding Customer Needs
- De-Escalation Techniques
- Product and service knowledge
- Customer Retention Strategies
- Order/Refund Processing
- Call Metrics
- Health Education
Timeline
Tech Support and Customer Care Representative
Alorica: Verizon
03.2023 - Current
Server
Knowles Station Wine & Co
06.2022 - 01.2023
Contract Delivery Driver
Instacart, Doordash, Uber Eats
06.2020 - 05.2022
Customer Service Associate
Home Depot
03.2020 - 06.2020
Waitress
Silver New American Brasserie
10.2019 - 03.2020
Hostess
Miller's Ale House
01.2019 - 03.2020
Some College - Electrical Engineering
Howard University
Some College - Broadcast Media Production
Montgomery College
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