Summary
Overview
Work History
Education
Skills
Timeline

December Johnson

Tyler,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Services industry. Solid team player with 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. Highly effective in coaching peers while demonstrating exemplary communication skills.

Overview

13
13
years of professional experience

Work History

Sales Chat Agent

ETech
06.2021 - 12.2021
  • Drove repeat business by providing excellent customer service
  • Managed chat flow with up to 4 consecutive chats in queue
  • Consistently generated additional revenue using skilled sales techniques
  • Meet performance-based KPIs while providing quality service
  • Documented all customer information accurately in computer system, providing dated notes for future reference
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs
  • Achieved or exceeded company-defined sales quotas

Customer Service Representative

Maximus, Remote
04.2017 - 12.2020
  • Promptly handled an average of 75 to 80 customer inquiries per day while maintaining a quality rating of over 98% monthly
  • Trained and mentored new hires
  • Awarded Agent of the Year in 2018 and 2019
  • Updated account information to maintain customer records
  • Recorded account information to open new customer accounts
  • Offered assistance to customers, paying attention to special needs or wants

Customer Service Representative

ChaseSource LP
Athens, TX
10.2016 - 04.2017
  • Addresses customer inquiries in a timely and accurate fashion
  • Strived for quick complaint resolution; commended by Quality Assurance Coach for the ability to resolve problems on the first call and avoid escalation of issues
  • Assisted customers with a warm and professional attitude

Dietary Aide

Creative Solution Services
, TX
05.2014 - 10.2016
  • Served meals to residents in accordance with established schedules and dietary procedures
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity
  • Monitored quality control procedures to guarantee preparation and delivery of healthy menu choices

Bakery Clerk

Kroger Stores
, TX
08.2013 - 10.2016
  • Provided superior customer service to promote guest satisfaction, brand loyalty and consistent revenue
  • Helped customers locate ideal menu items by listening to needs and recommending specific products or services
  • Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales
  • Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise and team performance

Packer

SIMOS Insourcing Solutions
Tucker, TX
01.2013 - 11.2013
  • Completed daily orders with expert picking and packing of shipments
  • Monitored outgoing packages for proper labels and accurate address information
  • Protected materials for transport by correctly packaging products in boxes and crates

Packer

Walmart
, TX
10.2008 - 03.2010
  • Completed daily orders with expert picking and packing of shipments
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
  • Protected materials for transport by correctly packaging products in boxes and crates
  • Monitored outgoing packages for proper labels and accurate address information

Education

B.A - Psychology

University of Texas of Permian Basin
05.2023

A.A. - Psychology

Tyler Junior College, Tyler, TX
05.2020
  • Dean's List Fall 2019, Spring 2019, Fall 2020
  • Member of Phi Theta Kappa
  • Awarded Magna Cum Laude

Skills

  • CRM Software
  • Patient and Empathetic
  • Self-Motivated
  • Complaint resolution

Timeline

Sales Chat Agent - ETech
06.2021 - 12.2021
Customer Service Representative - Maximus, Remote
04.2017 - 12.2020
Customer Service Representative - ChaseSource LP
10.2016 - 04.2017
Dietary Aide - Creative Solution Services
05.2014 - 10.2016
Bakery Clerk - Kroger Stores
08.2013 - 10.2016
Packer - SIMOS Insourcing Solutions
01.2013 - 11.2013
Packer - Walmart
10.2008 - 03.2010
University of Texas of Permian Basin - B.A, Psychology
Tyler Junior College - A.A., Psychology

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December Johnson