Summary
Overview
Work History
Education
Skills
Timeline
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Desiree Johnson

4321 Trey Edsel Drie,TX

Summary

Polite and professional Contact Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in State Farm PLCC Auto Insurance. A team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients/customers. Motivated to maintain customer satisfaction and contribute to the company's success. Specializing in quality, speed and process optimization.

Overview

12
12
years of professional experience

Work History

Contact Center Representative

State Farm
08.2022 - Current
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Enhanced team productivity through effective collaboration and communication with colleagues.
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
  • Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
  • Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
  • Adhered to strict confidentiality guidelines when handling sensitive customer information.

Law Office Assistant

Anchorage District Attorney's Office
10.2011 - 08.2018
  • Enhanced coworker/Attorney satisfaction by efficiently managing and organizing case files.
  • Streamlined office procedures for increased productivity and smoother workflow.
  • Assisted attorneys with case preparation, contributing to successful outcomes.
  • Coordinated scheduling and appointments, ensuring punctual attendance at important meetings and court dates.
  • Completed data entry tasks with accuracy and efficiency.
  • Obtained scanned records and uploaded into database.
  • Sorted documents and maintained organized filing process.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Assisted attorneys in collecting information such as employment, medical and other records.
  • Arranged for delivery of legal correspondence to clients, witnesses and court officials.
  • Supported team of 10 attorneys in practice of criminal law.
  • Filed documents with courts on behalf of attorney.
  • Diligently edited legal correspondence for grammar and spelling.
  • Obtained signatures from attorneys for legal documents.
  • Created, indexed and maintained client binders.
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
  • Organized files for court proceedings.
  • Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
  • Entered new cases into company database.
  • Processed appeals, motions and pretrial agreements.
  • Managed telephone switchboard of 60-62 personnel and routed internal and external calls to ensure quick connection.
  • Performed clerical work such as sorting mail, restocking supplies and typing documents.
  • Fully cooperated with Legal staff to deliver team-oriented atmosphere, which enabled completion of 6-10 large-scale projects.
  • Learned how to complete legal documents, efficiently organize defendant(s) cases and discover documents/evidence with minimal supervision to contribute to project success.
  • Managed all exempt employee coaching, training and performance improvement actions.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Created in-depth training manual for all employees.

Education

Some College (No Degree) - General Studies

University of Alaska Anchorage
Anchorage

High School Diploma -

East High School
Anchorage, AK
05.2008

Skills

  • Great Flexibility, Decision Making and Judgment Expertise
  • Strong Written and Verbal Communication Skills
  • Excellent with Complaint and Problem Solving
  • Effective Communication and Telephone Etiquette
  • Skillful Attention to Detail
  • Outstanding Time Management Skills
  • Superb Call Handling
  • Wonderful Customer Service
  • Strong Ability to Manage Multiple Priorities and Tasks With Efficiency
  • Adaptability to Change and Newly/Updated Processes

Timeline

Contact Center Representative

State Farm
08.2022 - Current

Law Office Assistant

Anchorage District Attorney's Office
10.2011 - 08.2018

Some College (No Degree) - General Studies

University of Alaska Anchorage

High School Diploma -

East High School

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Desiree Johnson