Andrew Johnson
Fuquay-Varina,NC
Summary
Dynamic customer service leader with a proven track record at Samsara, excelling in process improvement and conflict resolution. Adept at coaching teams and enhancing customer retention through strategic problem-solving. Recognized for effectively managing escalated issues and fostering cross-functional collaboration to drive operational excellence.
Overview
13
13
years of professional experience
Work History
Remote Contact Center Specialist & Leader
Samsara
01.2021 - 08.2024
- Manages escalated customer service concerns
- Researches and reconciles brokens within Billing Management Process
- Leads cross-functional collaboration to identify process gaps to resolve customer issues
- Facilitates peer-to-peer coaching and new hire training
- Searching for new leadership opportunities due to ongoing employee reductions in force
Contact Center Specialist
Illinois Department of Security
01.2020 - 01.2021
- Assisted clients with inquiries regarding unemployment benefits and services.
- Resolved customer concerns through effective communication and problem-solving.
- Maintained accurate records of client interactions and transactions.
- Provided training support to new staff on departmental guidelines and workflows.
- Utilized various software tools to track case progress and updates efficiently.
- Processed orders, forms, applications and requests while complying with regulations and policies.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Remote Customer Service Specialist
Dyson
01.2018 - 01.2020
- Excelled and ranked in 'Department Top Five' in Customer Availability, Handle Time, Idle Time and Customer Satisfaction Surveys
- Managed escalations, purchase disputes and technical resolutions
- Participated in employee onboarding, training and peer-to-peer coaching
- Transitioned to Insight Global Talent Contracting due to fulfilled 1-year contract with Dyson
Customer Service & Keyholder
Olde North Pancake House
01.2017 - 01.2018
- Opened and closed restaurant, ensuring security and proper cash handling.
- Managed team schedules to maintain optimal staffing levels during peak hours.
- Provided training to new employees on customer service standards and procedures.
- Ensured cleanliness and organization of dining area for a pleasant guest experience.
- Handled customer complaints swiftly to maintain satisfaction and loyalty.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
- Provided customer service including cashiering, merchandising and restocking shelves.
Customer Service & Keyholder
GameStop
01.2016 - 01.2017
- Ensure best-in-class service to all customers
- Coordinated and managed employee schedules
- Inventory reconciliation and purchase order management
- Transitioned to Olde North Pancake House due to dissolution of GameStop location
Insurance Housing Specialist
ALE Solutions
01.2015 - 01.2016
- Liaison for Property & Casualty Insurance Carriers, Hotels, and Insured
- Coordinated insurance policy benefits with Insured to provide temporary housing after catastrophic event
- Evaluated client needs to determine appropriate housing solutions.
- Served as a liaison between governmental agencies and other stakeholders involved in providing safe and affordable housing solutions.
- Assisted clients with application processes for housing assistance programs.
- Negotiated leases between landlords and tenants in order to secure affordable rental units.
Assistant Manager
Radio Shack
01.2012 - 01.2015
- Lead for technical and electrical diagnostic customer support
- Collaborated between multiple vendors to resolve customer escalations
- Led training and employee onboarding
- Transitioned to ALE Solutions due to dissolution of Radio Shack location
- Assisted in managing daily store operations and team performance.
- Trained and mentored new employees on customer service standards.
- Coordinated inventory management to maintain stock levels and organization.
- Handled customer inquiries and resolved issues to enhance satisfaction.
Education
Some College (No Degree) -
College of DuPage
Glen Ellyn, ILSkills
- Contact Centers
- Process Improvement
- Customer Retention
- Customer Service
- Coaching & Training
- Consultative Methodology
- Cross-Functional Collaboration
- Strategic Problem Solving
- Billing Management
- Conflict resolution
- Problem solving
Accomplishments
- Impact Award for exceeding my goals while training new employees
- Customer Service Award for having the highest survey results for the quarter
Timeline
Remote Contact Center Specialist & Leader
Samsara
01.2021 - 08.2024
Contact Center Specialist
Illinois Department of Security
01.2020 - 01.2021
Remote Customer Service Specialist
Dyson
01.2018 - 01.2020
Customer Service & Keyholder
Olde North Pancake House
01.2017 - 01.2018
Customer Service & Keyholder
GameStop
01.2016 - 01.2017
Insurance Housing Specialist
ALE Solutions
01.2015 - 01.2016
Assistant Manager
Radio Shack
01.2012 - 01.2015
Some College (No Degree) -
College of DuPage
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