Anea Johnson
Service Center Representative
Citrus Heights,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Service Center Representative
TTEC - Covered California
10.2023 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in weekly team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant
Robert Serrano - S&J Apparel
04.2021 - 07.2023
- Answered approximately 30-40 daily incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Reviewed and edited documents for accuracy, grammar and clarity.
- Offered technical support and troubleshot issues to enhance office productivity.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
Security Officer/Receptionist
Securitas
08.2017 - 07.2021
- Greeted between 2-50 guests daily, professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered 2-50 calls via central telephone system and directed calls accordingly.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
Customer Service Manager
Walmart Neighborhood Market
08.2014 - 10.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Established team priorities, maintained schedules and monitored performance.
Sales Associate
Sun Apparel
04.2013 - 05.2014
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Prioritized helping customers over completing other routine tasks in store.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Answered 30-50 incoming calls from customers and vendors
- preformed 1-10 outbound calls to customer and vendor about sizing, order placement, and follow up
Education
Associates - Medical Assisting
Kaplan College
Modesto, CA01.2011
High School Diploma -
James C. Enochs High School
Modesto, CA08.2009
Skills
- Customer Service
- Excellent Communication
- Telephone Etiquette
- Multitasking
- Active Listening
- Call Center Experience
- Call Management
- Data Entry
- Information Security
- Service Standard Compliance
- Customer Relationship Management (CRM)
- Critical Thinking
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefits401k matchPaid sick leaveWork from home optionPersonal development programsTimeline
Service Center Representative
TTEC - Covered California
10.2023 - Current
Assistant
Robert Serrano - S&J Apparel
04.2021 - 07.2023
Security Officer/Receptionist
Securitas
08.2017 - 07.2021
Customer Service Manager
Walmart Neighborhood Market
08.2014 - 10.2016
Sales Associate
Sun Apparel
04.2013 - 05.2014
Associates - Medical Assisting
Kaplan College
High School Diploma -
James C. Enochs High School
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