April Johnson
Fitchburg,MA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Digital Federal Credit Union
Marlborough, MA
10.2023 - Current
- Ensured the provision of reliable information on products, prices, and services.
- Developed promotional strategies to increase sales volume.
- Processed credit card transactions quickly and securely.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Informed customers about new products or services available through the bank.
- Explained banking procedures and regulations to customers accurately.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Processed loan applications and verified documentation for accuracy.
- Applied banking knowledge and credit union programs to boost after-market product sales.
Customer Service Support/Sales Representative
Bellhop Moving Inc. (Remote)
Chattanooga, TN
06.2021 - 10.2023
- Responded to customer inquiries and provided technical assistance regarding inbound and outbound calls including follow up emails.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
- Certification with software such as Salesforce.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Promoted available products and services to customers during service, account management, and order calls.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Executed billing tasks and recorded information in company databases.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Overnight Customer Service Representative
TK Cups-Sorgs
Fitchburg, MA
02.2020 - 06.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Answered common customer questions, accepted payments and completed paperwork for active customers awaiting for delivery of purchased product.
- Performed inbound and outbound calls with additional follow up email responses at a high volume rate
Customer Service Associate
Hannaford Supermarket
Lunenburg, MA
08.2016 - 02.2020
- Kept customer spaces clean, neat and organized for maximum appeal.
- Recommended appropriate services to customers and helped overcome objections with persuasive communication style.
- Tracked sales and service activities and prepared daily reports for management review and analysis
- Attended to customer complaints and processed product return or replacement requests.
- Assisted customers in making informed purchase choices and selecting products.
- Monitored customer feedback and made adjustments to improve service quality.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Fitchburg High School
Fitchburg, MA06.2017
Skills
- Call Center Processes
- Customer Data Confidentiality
- Call Volume and Quality Metrics
- Administrative and Office Support
- Claims Investigations
- Sales and Upselling
- Policy and Procedure Adherence
- Livechat Messaging
- Billing Adjustments and Refunds
- Invoice Collection
- Billing and Payment Processing
- Microsoft Excel
- Complaint Handling
- Data Management
- Friendly and Patient
- Remote Technical Support
Timeline
Customer Support Representative
Digital Federal Credit Union
10.2023 - Current
Customer Service Support/Sales Representative
Bellhop Moving Inc. (Remote)
06.2021 - 10.2023
Overnight Customer Service Representative
TK Cups-Sorgs
02.2020 - 06.2021
Customer Service Associate
Hannaford Supermarket
08.2016 - 02.2020
High School Diploma -
Fitchburg High School
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