Autumn Johnson
Columbus,Ohio
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
4
4
years of professional experience
Work History
Customer Support Specialist
Cision
Columbus, United States
02.2022 - Current
- Assist customers via phone, chat, and ticket process to resolve requests
- Handled complex requests and escalations while meeting customer timelines
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Create and optimize customer requests and dashboard builds by using Boolean logic
- Provided customer training and demos on using Boolean logic and establishing best practices for overall customer success
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
Customer Success Associate
Mercato
Columbus, United States
01.2021 - 01.2022
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
- Educated customers about billing, payment processing and support policies and procedures
- Assisted with fraud claims using stripe
- Collaborated with team members to achieve target results.
Technical Support Representative
DISH Network
Hilliard, OH
05.2019 - 01.2021
- Assisting customers with their billing and payments, deescalate upset or irate customers to address their needs
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Ability to quickly learn and retain new program information and apply knowledge to enhance quality of call responses
Education
Bachelor of Social Science - Social Work
Ohio State University
05.2019
High school diploma -
Roy C Start High School
Toledo, OH05.2015
Skills
- Payment Processing
- Active Listening
- Technical Support and Assistance
- Basic IT Support
- Saas
- Zendesk
- Salesforce
- Online Chat
Timeline
Customer Support Specialist
Cision
02.2022 - Current
Customer Success Associate
Mercato
01.2021 - 01.2022
Technical Support Representative
DISH Network
05.2019 - 01.2021
Bachelor of Social Science - Social Work
Ohio State University
High school diploma -
Roy C Start High School