Cameran Johnson
Linden,AL
Summary
Resourceful call center representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
6
6
years of professional experience
Work History
Remote Customer Service Representative
SwiftConnect Solutions Inc.
03.2020 - 03.2023
- Adopt proactive, problem-solving mindset to determine needs of 80 customers on average per shift and effectively respond by researching, locating, and relaying correct information.
- Maintain call center database by collecting and recording information for all 14 customer service agents assigned to same shift.
- Collaborate with manufacturers and vendors to provide answers to customer questions, with monthly customer service satisfaction ratings averaging 90% to 96%.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Investigated and resolved accounting, service and delivery concerns
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Customer-service-supervisor
Global Support System
01.2017 - 12.2019
- Properly directed 100 inbound calls daily in phone queues to improve call flow.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Developed effective relationships with all call center departments through communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Provided input to assist in selection and implementation of new phone system.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrated mastery of customer service call script within specified timeframes.
- Maintained over 300 records up to date at all times.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Education
Bachelor of Arts - Psychology
Stillman College
Tuscaloosa, AL05.2023
Skills
- Customer Service
- CRM Software
- Oral Communication
- Written Communication
- Multi-Task
- Fast Paced Environment
- Complaint Resolution
- Data Collection
- Call Management
- Scheduling
- Excellent Communication
- Analytical and Critical Thinking
- Troubleshooting
- Service and support
- Documentation and reporting
- Computer software savvy
- Zendesk and Live Agent proficiency
- Customer service
- Conflict resolution
- Critical thinker
Timeline
Remote Customer Service Representative
SwiftConnect Solutions Inc.
03.2020 - 03.2023
Customer-service-supervisor
Global Support System
01.2017 - 12.2019
Bachelor of Arts - Psychology
Stillman College
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