Deborah Johnson
Cookeville,Tennessee
Summary
Knowledgeable and dedicated customer service professional. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Service Agent
HSN
10.2016 - 04.2017
- My position with HSN includes but is not limited to answering inbound calls from customers and the company's credit card representatives
- My job is to provide all customers with top-level customer service with a professional attitude and in an efficient manner
- HSN works within strict AHT (average handle time), compliance, and quality guidelines; which I have continued to meet or exceed
- Calls from customers include questions or concerns regarding their account, placing new orders, canceling orders, information on products, adding new payment methods, going over payments, and other general information
- Calls can be at a very high-paced back-to-back volume.
Legal/Medical/General Transcription
SPEAKWRITE DOCUMENT SERVICES
02.2002 - 01.2017
- My experience in legal transcription includes (but is not limited to) the following: Legal documents such as court pleadings (motions, petitions), legal correspondence, private investigation, workers' compensation cases, law enforcement transcription, children's protective agency reports, etc
- I have been doing transcription for over 15 years and have developed an excellent ear for even the most difficult of dictation; including clients who have various backgrounds/speech patterns and dialects and ESL.
Customer Service Agent
Amazon.com
02.2016 - 07.2016
- With Amazon, my duties included but were not limited to receiving inbound customer calls and making outbound customer calls which dealt with customer issues relating to their accounts, orders, Amazon video, subscribe & save, Amazon Prime, and many other Amazon products
- At times, I would assist customers in finding specific items they were looking for but were unable to locate themselves
- I would assist elderly customers who were either in the hospital or in nursing homes that were unable to search our website themselves and needed assistance locating items
- This was very rewarding as helping others is a role I wish to most to be in
- My goal was to be the best customer service agent I could be and that resulted in many 0 negative responses and most of my surveys were positive
- I absolutely loved my time with Amazon and found that customer service and assisting others is where I love to be and do my best! This was a seasonal position.
Technical Support Agent
SYKES AT
03.2012 - 01.2016
- Through Sykes, my first program was with for Pearson Higher Education taking fast-paced inbound calls, chats, and emails proving technical support for various systems and platforms, product services, and information
- My position with Pearson is seasonal and my commitment has ended
- I hope to find permanent placement within your company
- My second program is with Wal-Mart.com
- I am a customer service representative and take back-to-back calls with a very large call volume
- I assist customers with their orders and all aspects of their orders and at times, tech support issues with the website
- I have thoroughly enjoyed the challenge of taking back-to-back calls and resolving issues the caller is dealing with
- I handle each call with empathy, patience, and understanding
- I answer every call with happiness in my voice and do my very best to make the caller happy and satisfied at the end of their call
- I strive for 100% resolution
- I have had perfect attendance and I have an “exceeds expectations” status
- I feel that customer satisfaction truly is Number 1!
- I feel it is very important for an employee to represent the company they work with to the highest of standards, be proud of who they work with and for and give 150% at all times! I have found complete comfort in taking calls, chats, and emails and truly love what I do.
Education
High School Diploma -
Colonial High School
06.1986
Medical Transcriptionist Certification Page 2 - Medical Transcription
Allied Medical School
01.2010
Skills
- Customer Account Management
- Customer Retention Strategies
- Needs Assessment
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Understanding Customer Needs
- Order and Refund Processing
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Excellent Attention to Detail
Timeline
Customer Service Agent
HSN
10.2016 - 04.2017
Customer Service Agent
Amazon.com
02.2016 - 07.2016
Technical Support Agent
SYKES AT
03.2012 - 01.2016
Legal/Medical/General Transcription
SPEAKWRITE DOCUMENT SERVICES
02.2002 - 01.2017
High School Diploma -
Colonial High School
Medical Transcriptionist Certification Page 2 - Medical Transcription
Allied Medical School
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