Summary
Overview
Work History
Education
Skills
Timeline
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Caroline Johnson

West Brookfield,United States

Summary

Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.

Overview

12
12
years of professional experience

Work History

Call Center Agent

Aspen Dental
11.2021 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Contributed to company achieving and holding industry-leading customer service ratings
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction

Nanny

Blount Family
04.2013 - 11.2021
  • Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
  • Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
  • Built positive and nurturing environments to support child social and emotional growth.
  • Met children at bus stop to walk home and assist with crossing street.
  • Engaged with children on age-appropriate level.
  • Maintained updated list of emergency contact information and child's health information in case of emergencies.
  • Worked with parents to develop and implement discipline programs to promote positive behavior.
  • Promoted language development skills through reading and storytelling.
  • Supported children in play activities, meals and snacks, hygiene and socialization.
  • Identified warning signs of emotional and developmental problems in children.

Lands End Customer Service

Sears Holdings
08.2011 - 03.2013
  • Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
  • Greeted and verified members and guests upon entry to optimize security.
  • Completed check-in procedures using manual and computerized methods to expedite processes and promote customer satisfaction.
  • Performed cleaning duties to establish and maintain neat, organized and presentable front desk area.
  • Monitored cash transactions at front desk to maintain responsibility for personal bank.
  • Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
  • Delivered prompt service to prioritize customer needs.
  • Provided ongoing guest service.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

No Degree - Nursing

Quinsigamond Community College
Worcester, MA

No Degree - Nursing Associates

Brockton School of Nursing
Brockton Ma
05.2023

Skills

  • Customer Retention Strategies
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Inbound Customer Calls
  • Courteous with Strong Service Mindset
  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Inbound and Outbound Calling
  • Billing Adjustments and Refunds
  • Patient and Empathetic

Timeline

Call Center Agent

Aspen Dental
11.2021 - Current

Nanny

Blount Family
04.2013 - 11.2021

Lands End Customer Service

Sears Holdings
08.2011 - 03.2013

No Degree - Nursing

Quinsigamond Community College

No Degree - Nursing Associates

Brockton School of Nursing

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Caroline Johnson