Breonna Johnson
Dallas,TX
Summary
Dynamic customer service professional with a proven track record at Home Depot, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction through active listening and critical thinking, consistently achieving performance metrics. Adept at data entry and maintaining detailed records, contributing to improved service delivery and operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions Inc.
03.2019 - Current
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Home Depot
05.2020 - 09.2025
- Assisted customers with inquiries, providing accurate product information and support.
- Resolved customer complaints through effective problem-solving techniques.
- Maintained knowledge of products and services to enhance customer experience.
- Documented customer interactions in CRM system for future reference.
- Collaborated with team members to improve service delivery and efficiency.
- Adapted quickly to new technologies and procedures during training sessions.
- Engaged with customers via multiple communication channels, ensuring timely responses.
- Monitored customer feedback to identify areas for service enhancement.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Care Representative
Coach
10.2020 - 09.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided product information to enhance customer understanding and satisfaction.
- Assisted in resolving order discrepancies, ensuring timely resolution for customers.
- Documented customer interactions accurately in CRM system for future reference.
- Maintained product knowledge to effectively address customer concerns and questions.
- Collaborated with team members to improve service delivery and operational efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Agero
12.2018 - 09.2022
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized GPS and mapping software to optimize routing for service vehicles.
- Maintained accurate records of service calls and technician assignments for reporting purposes.
- Analyzed call data to identify trends and improve response strategies for common issues.
- Improved dispatcher training program, leading to increased efficiency and knowledge among new hires.
- Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
- Reduced wait times for customers by implementing effective communication strategies between dispatchers and service providers.
- Collaborated with fellow dispatchers to ensure seamless shift transitions and uninterrupted service coverage.
- Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
- Contributed to company-wide safety initiatives by carefully monitoring incident reports and providing necessary resources to responders.
- Liaised with law enforcement agencies as needed during emergencies or incidents requiring additional support.
- Streamlined dispatch process for quicker response times to emergency situations.
- Assisted in the development of policies and procedures for the dispatch center, promoting consistency across the team.
- Increased overall productivity through effective multitasking between phone calls, emails, radio communications, and internal messaging systems.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from both clients and colleagues.
- Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
- Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
- Kept detailed logs of driver locations and availability, optimizing resource allocation during peak hours.
- Maintained accurate records of all roadside assistance calls, aiding in data analysis and service improvements.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
Education
High School Diploma -
Lincoln Highschool
Dallas, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
Timeline
Customer Care Representative
Coach
10.2020 - 09.2023
Customer Service Representative
Home Depot
05.2020 - 09.2025
Customer Service Representative
Arise Virtual Solutions Inc.
03.2019 - Current
Customer Service Representative
Agero
12.2018 - 09.2022
High School Diploma -
Lincoln Highschool
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