Cheryn Rini Johnson
Summary
Customer Service Director experienced in enhancing client satisfaction and loyalty through strategic leadership and operational efficiencies. Developed high-performing teams and improved workflows to maximize performance and drive business success. Fluent in Japanese and skilled in Microsoft Excel, Microsoft Word, SAP, Adobe Suite, and Maya Software.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Director of Customer Service
Unknown
San Francisco
03.2024 - 01.2025
- Managed customer support operations to ensure efficient service delivery.
- Collaborated with cross-functional teams to identify areas for improvement in customer experience journey, streamlining processes and enhancing response times
- Developed customer service policies to enhance team performance and satisfaction.
- Trained staff on best practices in conflict resolution and customer engagement.
- Partnered with marketing teams on promotional campaigns to increase brand awareness among existing customers
Auditor
Semper Solaris Construction, Inc.
San Diego
07.2023 - 02.2024
Client Support Divorce
Nolo Internet Brands
Pleasanton
09.2020 - 07.2023
- Assisted customers with inquiries to resolve issues effectively
- Handled emails, inbound calls, and outbound calls to support customer needs
- Managed customer accounts, ensuring accurate information and timely updates
- Managed customer interactions using Salesforce software.
- Salesforce
- Coordinated electronic signatures through DocuSign application.
- Organized and maintained physical and digital files.
- Leveraged Microsoft 365 Dynamics to streamline business processes.
Public Relations Sales (Temp)
Stannah Stairlifts
Benicia
09.2020 - 12.2020
- Specialized in consumer relations, building rapport, and providing accurate quotes.
- Scheduled appointments for Sales Representatives.
- Scheduled and coordinated appointments for sales representatives to optimize their outreach.
- Conducted follow-up calls to ensure customer satisfaction.
- Managed service operations across Southern California and Northern California to ensure client satisfaction.
- Utilized OFBiz software to manage operations efficiently.
- Employed Microsoft Office 365 and Google Suite for document management and communication.
Marketing Specialist/Sales Data Manager
High Definition Solar
Concord
12.2018 - 07.2020
- Consumer relations and building rapport and quote specialist.
- Utilized SAP software for data management and reporting.
- Conducted follow-up calls to ensure customer satisfaction.
- Well versed in SAP software.
- Input hours worked for employees.
E3 Ambassador
E3
Los Angeles
06.2017 - 06.2019
- Coordinated setup of E3 event, ensuring engaging camera presence.
- Fostered relationships with local organizations to promote E3's mission.
- Engaged community members through outreach and educational initiatives.
- Coordinated events to increase awareness of environmental sustainability programs.
- Completed contract due to pandemic impact.
Wine Consultant/ Sorting Shipping Manager
BevMo! Beverages & More
Sacramento
10.2016 - 12.2018
- I negotiated prices with Spirits, Wines and Beer Distributors in an effort to secure the best deal.
- Consulted with brides and grooms to select optimal drink options for their special day.
- Ensured product availability by restocking shelves with out-of-stock items.
Senior Guest Advisor Manager
GameStop
Pleasant Hill
09.2012 - 08.2016
- Opened and closed store, handled bank deposits, managed scheduling to ensure operational efficiency.
- Guided customers in selecting video games and consoles, enhancing satisfaction and ensuring informed purchases.
- Managed inventory levels and organized merchandise displays for optimal visibility.
- Managed inventory levels and organized merchandise displays to maximize product visibility and accessibility.
Receptionist/Administrative Assistant
Farmers Insurance
Walnut Creek
03.2010 - 08.2012
- Engaged with new and potential clients via telephone outreach.
- Organized client records efficiently with Microsoft Excel.
- Responded to phone calls and coordinated appointments to enhance client interactions.
Education
Marketing - Associate
Diablo Valley College
Pleasant Hill, CAHigh school -
Prospect High (Continuation)
Antioch, CA 02.2008 - 06.2009
Some College (No Degree) - Associate
Diablo Valley College
Pleasant Hill, CA 02.2008 - 06.2013
Skills
- Customer Service
- Microsoft Excel
- Inventory
- Phone
- Customer service leadership
- Customer engagement strategies
- Clients
- Closing
- Appointment management
- Reception
- Routing
- Customer experience optimization
- Administrative Assistant
- Meetings
- RETAIL
- Office management
- Analytics
- Microsoft SQL Server
- Appointment scheduling
- YouTube management
- Service excellence management
- Team performance management
- Telephone skills
- Time management
- MailChimp
- Property management
- Organizational management
- Staff training
- Hospitality
- Social media marketing
- Complaint handling
- DocuSign
- Organizational skills
- Technology sales
- Retail Management
- Video production
- Leadership
- Customer reception
- Adobe Acrobat
- Revenue generation
- SaaS
- Clerical experience
- Project coordination
- IOS
- Product management
- Project management
- Content creation
- Data entry
- Order entry
- Mentoring
- Employment & labor law
- Professional ethics
- Proofreading
- Multitasking abilities
- HVAC
- Customer service logistics
- Adobe Creative Suite
- Telephone communication
- Typing
- Customer outreach strategies
- Inbound selling
- Computer operation
- Video Editing
- Calendar management
- Customer relationship building
- Video shooting
- POS systems
- Adobe Photoshop
- Logistics customer service
- Constant Contact
- Managing customer accounts
- Client assistance
- Front desk
- Microsoft Word
- Public Speaking
- Canva
- Microsoft Outlook
- Microsoft Teams
- Promotional strategies
- Adobe Illustrator
- Customer issue resolution
- Fact checking
- Cross-functional communication
- Customer relationship management
- Customer inquiry handling
- Research
- Account opening
- Analysis skills
- Team coordination
- Issue resolution
- Motion graphics
- Retail sales transactions
- Windows
- Social media management
- Customer retention strategies
- VPN
- Clear language communication
- Social media content marketing
- Direct sales
- Slack
- Succession planning
- Customer service scheduling
- Content creation
- Video production
- Warm calling
- Productivity software
- Phone etiquette
- XML
- Grammar
- Experience
- Microsoft Dynamics GP
- Videography
- Cloud Spanner
- Cross-functional team leadership
- Service operation leadership
- Plumbing
- Objection handling
- Marketing performance monitoring
- Confidential information handling
- Audio and Video Processing
- Office experience
- Desktop applications
- Photography
- Adobe Premiere
- Customer account management
- Phone reception duties
- Communication Skills
Certification
- Food Handler Certification
- Driver's License
- Real Estate License
- ServSafe
Additional Information
Authorized to work in the US for any employer
Personal Information
Title: Story Digital Creative Artist
Languages
- Japanese
- English, Bilingual
- Japanese, Intermediate
Willing To Relocate
Los Angeles, CA
Timeline
Director of Customer Service
Unknown
03.2024 - 01.2025
Auditor
Semper Solaris Construction, Inc.
07.2023 - 02.2024
Client Support Divorce
Nolo Internet Brands
09.2020 - 07.2023
Public Relations Sales (Temp)
Stannah Stairlifts
09.2020 - 12.2020
Marketing Specialist/Sales Data Manager
High Definition Solar
12.2018 - 07.2020
E3 Ambassador
E3
06.2017 - 06.2019
Wine Consultant/ Sorting Shipping Manager
BevMo! Beverages & More
10.2016 - 12.2018
Senior Guest Advisor Manager
GameStop
09.2012 - 08.2016
Receptionist/Administrative Assistant
Farmers Insurance
03.2010 - 08.2012
High school -
Prospect High (Continuation)
02.2008 - 06.2009
Some College (No Degree) - Associate
Diablo Valley College
02.2008 - 06.2013
Marketing - Associate
Diablo Valley College