Summary
Overview
Work History
Education
Skills
Timeline
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Bracelyn Johnston

Summary

Customer Service Representative with 3 years of experience in customer support in a remote setting and a proven track record of delivering exceptional service in virtual environments. Skilled in building strong customer relationships, resolving inquiries, and ensuring customer satisfaction. Proficient in leveraging technology and communication tools to provide seamless remote support.

Overview

3
3
years of professional experience

Work History

Tier 1 Mac Advisor

KellyConnect
11.2022 - 06.2023


  • Delivered exceptional customer service in a fast paced environment by handling 20+ inbound calls per day.
  • Proven customer satisfaction by maintaining an average customer satisfaction score of 96%.
  • Efficiently helped customers troubleshoot issues with their iOS, iPadOS, and macOS devices, resulting in an average score of 92% in issue resolution.
  • Educated customers on using macOS and iOS features, optimizing device performance, and enhancing productivity through training sessions and tutorials.


Branch Manager

Tower Loan
10.2021 - 10.2022


  • Led a high-performing team, providing coaching, training, and performance evaluations to ensure staff development, customer service excellence and meet performance targets.
  • Underwrite loan applications, analyzed credit reports, assessed risk, and made sound lending decisions in accordance with company policies and procedures.
  • Networked with local vendors in order to generate more loan sales for my branch.
  • Interacted with customers via inbound and outbound calls in order to collect on past due accounts as well as generate loan volume.
  • Implemented effective sales strategies, resulting in increased loan portfolios and revenue generation.
  • Maintained a high level of knowledge regarding lending products, industry trends, and regulatory changes to provide accurate information and guidance to customers and staff.
  • Prepared and analyzed reports on branch activities, financial performance, and customer satisfaction, presenting findings to senior management.

Technical Support Representative

Sutherland Global Services
08.2021 - 10.2021


  • Provided technical support via inbound calls for PlayStation 5 customers, addressing inquiries, troubleshooting hardware and software issues, and resolving technical problems effectively and efficiently.
  • Demonstrated strong customer service skills, consistently achieving high customer satisfaction ratings.


Sales Representative

Concentrix
11.2020 - 07.2021


  • Contacted prospective customers who qualified via outbound call in order to educate, promote, and sell Humana Pharmacy services.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Managed the enrollment process for new customers, ensuring a smooth and efficient transition into the Humana Pharmacy program.
  • Maintained accurate and updated customer records within the CRM system by documenting all customer interactions.
  • Provided comprehensive guidance to customers on product offerings, account setup, and utilization of online platforms.


Education

Science of Psychology

Louisiana State University At Alexandria
Alexandria, LA

Skills

  • Strong communication and interpersonal skills, with the ability to effectively communicate with customers, colleagues, and management
  • Analytical and critical thinking skills, with the ability to make sound lending decisions based on risk assessment and financial analysis
  • Sales and marketing skills, with the ability to develop and execute successful sales strategies
  • Expertise in macOS, iOS, Windows and related technologies, including troubleshooting and configuration
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Timeline

Tier 1 Mac Advisor

KellyConnect
11.2022 - 06.2023

Branch Manager

Tower Loan
10.2021 - 10.2022

Technical Support Representative

Sutherland Global Services
08.2021 - 10.2021

Sales Representative

Concentrix
11.2020 - 07.2021

Science of Psychology

Louisiana State University At Alexandria

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Bracelyn Johnston