Breana Johnson
Dallas,TX
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
A-1 Locksmith And Safes
2021.07 - Current
- Introduced "Flipped Lead No Sales" process in October 2022, targeting calls that didn't convert due to pricing or wait time issues. Proactively followed up within the hour to offer solutions like discounts or rerouting technicians, resulting in an additional $90K revenue in 2023.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
General Store Manager
Cash Tyme
2018.12 - 2021.05
- Established a positive work environment by fostering open communication and promoting teamwork among employees.
- Managed financial aspects of the store including budgeting, expense tracking, and payroll administration for optimal cost control.
- Optimized store layout to enhance customer flow and maximize revenue from merchandise displays.
- Resolved customer complaints effectively by addressing their concerns promptly while adhering to company policies.
Customer Service Specialist
Best Buy
2016.07 - 2018.12
- Analyzed and optimized daily performance metrics, including transaction scores, Geek Squad protection plans sold, credit applications, and customer surveys, to drive continuous improvement and achieve sales targets.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Service Associate
Lowe's
2014.07 - 2016.07
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Skills
- Demonstrated leadership
- Supervisory Experience
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Proficiency in Microsoft Office suite, Google Workspace
- Strong communication
- Multitasking
- Typing speed of 72 WPM
Certification
- Intuit Bookkeeping Specialization, Coursera - August 2022
Timeline
Customer Experience Manager
A-1 Locksmith And Safes
2021.07 - Current
General Store Manager
Cash Tyme
2018.12 - 2021.05
Customer Service Specialist
Best Buy
2016.07 - 2018.12
Customer Service Associate
Lowe's
2014.07 - 2016.07
- Intuit Bookkeeping Specialization, Coursera - August 2022
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