Summary
Overview
Work History
Education
Skills
Timeline
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Autumn Johnson

Columbus,Ohio

Summary

Results-oriented Customer Service Representative with exceptional oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Demonstrates a service-oriented approach to enhance customer experiences by understanding their desires and providing tailored solutions, resulting in increased loyalty. Proven track record of utilizing top-notch skills in oral and written communication, active listening, and analytical problem-solving to deliver exceptional customer service.

Overview

6
6
years of professional experience

Work History

Compliance Support Specialist

Postscript
11.2023 - Current
  • Collaborated with Twilio on obtaining vanity, random, and transferred short codes for our customers and resolving TFN (Toll-Free Number) re-verification issues
  • -Reviewed SMS (Short Message Service) marketing campaigns to ensure compliance with relevant TCPA, CTIA, and Carrier rules and regulations
  • - Audited all new shops’ subscriber lists by manually uploading to the shop’s account and ensuring all subscribers were properly opted-in to their SMS marketing messaging as it pertained to their List Upload form submissions
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.


Customer Experience Advocate

Postscript
02.2023 - 11.2023
  • Responded to customers,prospects and partner needs quickly and effectively via chat and email
  • Collaborated with cross-functional teams to address customer feedback and implement service improvements.
  • Trained new Customer Experience Advocates in company policies and best practices for exceptional service delivery.
  • Maintained accurate records of customer interactions, documenting key information for future reference and analysis.
  • Contributed to team success by consistently achieving performance metrics related to response times, resolution rates, and overall satisfaction scores.
  • Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.

Customer Support Specialist

Cision
02.2022 - 02.2023
  • 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 Support Associate

Mercato
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
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
Columbus, OH
05.2019

Skills

  • Technical Support and Assistance
  • Basic IT Support
  • CRM Software
  • Collaboration and Teamwork
  • Multitasking Abilities
  • Document Management
  • Team Collaboration

Timeline

Compliance Support Specialist

Postscript
11.2023 - Current

Customer Experience Advocate

Postscript
02.2023 - 11.2023

Customer Support Specialist

Cision
02.2022 - 02.2023

Customer Support Associate

Mercato
01.2021 - 01.2022

Technical Support Representative

DISH Network
05.2019 - 01.2021

Bachelor of Social Science - Social Work

Ohio State University

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Autumn Johnson