Armani Sade Johnson
Clover,S.C
Summary
Cheerful and upbeat professional with a proven track record of surpassing customer service expectations. Demonstrates a calm and composed demeanor in high-pressure situations, effectively mitigating customer dissatisfaction through prompt acknowledgment, clear communication, and targeted solutions. Strong background in customer interactions and service solutions, with expertise in conflict resolution, communication, and problem-solving to ensure optimal customer satisfaction and loyalty. Collaborative team player who readily adapts to changing needs, consistently prioritizing efficiency and empathy to achieve exceptional results. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
CPI Security Systems Inc.
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Detailed payment options and explained price, receipt and billing details to customers.
- Helped customer through email and chat
Customer Service Specialist
Charter Communications (spectrum)
09.2019 - 04.2021
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Process customer orders in a courteous, efficient and timely manner
- Effectively present and discuss Spectrum products and services
- Convey an image of quality, integrity and superior understanding regarding services
- Manage customer interactions professionally and efficiently
- Effectively address customer questions, complaints and concerns within the scope of responsibility
- Remain current and knowledgeable on every aspect of supported product
- Facilitate customer issue escalations to local management/support as required
- Determine necessity for field visits
- Accurately document customer account records based on actions taken
Customer Service Representative
Shutterfly
10.2016 - 07.2019
- Assist customers through different projects
- Responded to emails
- Utilized personal computer software
- Assist customers with troubleshooting through phone and email
- Updated employees files in database
- Processed payments and refunds
- Assisted customer with understanding their order summary
- Assisted schools with ordering their yearbooks
- Properly handled complaints and grievance procedures
- Assisted customers with understanding different promotions and sales
Customer Service Representative
Aon Hewitt
09.2015 - 02.2016
- I handled Home Depot Annual Enrollment
- I assisted Home Depot employees with a wide variety of benefit questions
- Utilized personal computer and Windows NT and Lotus Notes software
- Navigated the internet to access customer accounts and product information for features and problem resolution
- Updated employees files in database
- Handled Aetna Human Resources
- I compiled and updated employee records
- Assisted in payroll preparation by providing relevant data (absences, bonus, leaves)
- Properly handled complaints and grievance procedures
- Assisted with 401k
- Dealt with employees request regarding human resources issues, rules and regulations
- Provided assistance to plan participants by explaining benefits information to ensure educated selections
Customer Service Representative
Iqor
03.2014 - 01.2015
- Outstanding Customer Service skills; Diplomatic and great interpersonal skills
- Highly organized, with great attention to details
- Flexible and open to learn new things
- Professional in appearance and strong work ethic
- Conveyed dignity and respect to every client in my daily work load of Center Point Energy customers, taking the extra step to provide more than one step services
- Offered alternative payment plans and cost reduction suggestions to customers with credit problems
- Handled emotional customers with delicacy, listening empathetically while maintaining company
- Managed high-volume of inbound and outbound customer calls
- Reviewed files, records and other obtained documents to respond to customer requests
- Documented conversations with customers to track requests, problems and solutions
Overnight Stocker
Wal Mart
06.2013
- Responsible for unloading trucks -making sure that items were stocked in its proper place and that shelves were neat and clean
- Received, stored and issued equipment, home supplies, clothes, produce and work tools
- Compiles stock records in warehouse and storage yard
- Categorizing and labeling items on shelves
- Answered phones and assisted customer with online orders
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
Teacher Assistant
CMS (Charlotte Mecklenburg School)
08.2012 - 03.2014
- Assisted lead Teacher with implementing lesson plans, activities, and manipulatives
- Provided extra support to students in the areas of math, reading and computers skills
- Performed in depth research to find age appropriate games for the students to play outside; Promoted active participation and the improvement of gross motor skills
- Collaborated with lead Teacher and parents to devise and implement methods for calming down a student that was afflicted with behavioral challenges
- Assisted with supervising the classroom, ensuring a focused and well- disciplined learning environment at all times
- Responded to student needs and questions promptly.
- Promoted a positive learning environment by effectively managing classroom behavior and addressing individual needs.
- Assisted teachers in preparing instructional materials, ensuring alignment with curriculum objectives.
- Supported teacher in monitoring students during lunch periods, recess, and other non-instructional times to maintain safety and orderliness.
Education
High School Diploma -
Clover High School
Clover, SC08-2012
Skills
- Interpersonal skills
- Human Resource
- Lesson plans
- Payroll
- Problem resolution
- Sales
- Teacher
- Troubleshooting
- Organized
- Credit card payment processing
- Microsoft Office expertise
- Quality control
- Problem-solving abilities
- Inbound and outbound calling
- Organizational strengths
- Courteous demeanor
- Classroom support
- Setting up activities
- One-on-one and small group instruction
- Live chat support
- Account updating
- Escalation management
- Building rapport
- Scheduling
- Follow-up skills
- Documentation
- Call center experience
- Customer satisfaction measurement
References
Available upon request.
Awards
Employee of the Month, 2018
Timeline
Customer Service Representative
CPI Security Systems Inc.
01.2022 - Current
Customer Service Specialist
Charter Communications (spectrum)
09.2019 - 04.2021
Customer Service Representative
Shutterfly
10.2016 - 07.2019
Customer Service Representative
Aon Hewitt
09.2015 - 02.2016
Customer Service Representative
Iqor
03.2014 - 01.2015
Overnight Stocker
Wal Mart
06.2013
Teacher Assistant
CMS (Charlotte Mecklenburg School)
08.2012 - 03.2014
High School Diploma -
Clover High School
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