Ariel Johnson
Canal Winchester,OH
Summary
At Computer Services, Inc., I spearhead the customer support team, enhancing efficiency and client satisfaction through expert CRM software management and team leadership. My strategic initiatives streamlined operations, improved service processes, and fortified client relationships, significantly boosting productivity and service quality.
Overview
10
10
years of professional experience
Work History
Customer Support Team Lead
Computer Services, Inc.
Oklahoma City, OK
01.2015 - Current
- Trained team members on best practices, protocols to maximize efficiency and improve customer satisfaction, procedures, products, services, and technologies.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified opportunities for streamlining operational processes within the department.
- Collaborated closely with other departments to ensure the successful implementation of projects and initiatives.
- Prepared proposals for chargeable client requests, and coordinated the implementation of each project.
- Kept records of client interactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs, answering questions, suggesting effective solutions, and resolving issues quickly.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Reviewed data for completeness and accuracy while resolving discrepancies.
- Engaged in conversation with clients to understand needs, resolve issues and answer product questions.
- Managed workflow in support ticketing system; assigned tickets according to skill level and availability of resources.
- Resolved escalated client issues in a professional manner while maintaining positive relationships with clients.
- Developed and implemented strategies to improve customer service processes and procedures.
- Updated databases with new and modified customer data.
Education
BBA - Business Administration
Southern Nazarene University
Bethany, OKBachelor of Science - Finance
University of Central Oklahoma
Edmond, OKSkills
- Team management
- Training and mentoring
- CRM software expertise
- Microsoft Office expertise
- Customer education
- Customer support plan development
- Service issue resolution
- Client relationship building
Timeline
Customer Support Team Lead
Computer Services, Inc.
01.2015 - Current
BBA - Business Administration
Southern Nazarene University
Bachelor of Science - Finance
University of Central Oklahoma