Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chyna Johnson

Collegedale,PA

Summary

Dedicated leader with strong communication and problem-solving skills. Experienced in staff education and performance evaluation, committed to fostering a high-performing team environment that prioritizes customer satisfaction and operational excellence.

Overview

11
11
years of professional experience

Work History

Customer Service Team Lead

WallyPark
Philadelphia, PA
02.2021 - Current
  • Led team in delivering exceptional customer service and resolving complex inquiries.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Trained and mentored new staff on best practices for customer interactions and service protocols.
  • Implemented feedback mechanisms to gather insights, driving continuous improvement initiatives.

Contact Center Consultant

Wawa
Media, PA
06.2015 - 01.2022
  • Trained new team members on call handling protocols and customer service best practices.
  • Developed and maintained standard operating procedures for contact center operations.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Floor & Decor
Philadelphia, PA
01.2018 - 10.2020
  • Managed product returns and exchanges efficiently while adhering to company policies.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained up-to-date knowledge of product and service changes.

Education

Psychology

Widener University
Chester, PA

High School Diploma -

Cardinal O'Hara
Springfield PA

Skills

  • Customer satisfaction
  • Professional telephone demeanor
  • Staff education and training
  • Customer relations
  • Performance evaluation

Timeline

Customer Service Team Lead

WallyPark
02.2021 - Current

Customer Service Representative

Floor & Decor
01.2018 - 10.2020

Contact Center Consultant

Wawa
06.2015 - 01.2022

Psychology

Widener University

High School Diploma -

Cardinal O'Hara
Chyna Johnson