Open To Work
DEVONAE JOHNSON
Houston
Work Preference
Summary
Customer Success & Support Specialist experienced in resolving complex customer inquiries and researching account discrepancies. Delivered effective solutions through multi-system navigation and regulatory-aligned communication while collaborating with cross-functional teams to address escalated issues. Focused on enhancing client satisfaction and optimizing service delivery through strong problem-solving and communication skills.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Senior Support Specialist
Bill.com
12.2020 - 10.2025
- Managed high-priority customer inquiries via phone and email, delivering accurate information, resolving complex account issues, and ensuring compliance with service standards in every interaction.
- Improved customer experience by evaluating support trends and implementing process enhancements that increased resolution consistency and reduced repeat contacts by over 40%.
- Developed deep knowledge of products, services, and regulatory requirements to effectively guide customers through complex inquiries and ensure accurate handling of product inquiries.
Customer Service Representative
FASHION GO
03.2020 - 11.2020
- Delivered high-volume customer support across phone, email, and LiveChat, responding to inquiries with accuracy, professionalism, and a customer-first approach.
- Researched order issues, shipment delays, and account discrepancies by reviewing system data, coordinating with warehouse teams, and communicating clear, timely updates to customers.
Client Services & Sales Compliance
Goldline Inc.
07.2019 - 01.2020
- Responded to inbound customer inquiries regarding investment products, providing accurate information on pricing, account requirements, and transaction processes.
- Verified customer identity and account details in accordance with internal policies and regulatory guidelines, ensuring secure and compliant handling of sensitive financial information.
Inbound Sales Representative
Spectrum
01.2019 - 07.2019
- Researched customer accounts across multiple systems to identify service needs, resolve errors, and present personalized solutions that improved convenience and service quality.
- Consistently met performance goals by balancing efficiency with high-quality customer care.
Call Center Support Agent
Robert Half Staffing Agency
09.2017 - 01.2019
- Investigated order issues, subscription errors, and account discrepancies by reviewing system data and collaborating with fulfillment teams to ensure timely resolution.
- Optimized high-volume support operations by resolving 100+ Zendesk inquiries daily, maintaining a 95% first-contact resolution rate.
- Reduced AHT by 15% by through proactive questioning, improved communication workflows, and optimized macros to deliver faster, more consistent resolutions.
- Assignment: CANDY CLUB
- Assignment: WAG!
Retail Sales Lead
T-Mobile & IT'SUGAR
09.2014 - 08.2017
- Identified customer needs and recommended tailored solutions, consistently exceeding monthly sales and service targets.
- Led team of 6 associates, delegating tasks to enhance store readiness and deliver exceptional customer service.
- Directed daily store operations, ensuring compliance with security and financial protocols during opening/closing procedures and cash handling.
Education
Certificate - Human Resource Management
Houston Community College
Houston, TX 03.2026 - 06.2026
Bachelor of Science - Criminal Justice/Psychology
Southern University at New Orleans
New Orleans, LA 08.2012 - 05.2015
High School Diploma -
West Valley High School
Skills
- Customer service
- Subject matter expert
- Project management
- CRM & Support Tools: Zendesk, Salesforce, LiveChat, Asana, Five9, Ring Central, JIRA, MaestroQA
- Communication & Collaboration: Slack, Microsoft Teams, Zoom, Outlook
- Account management
- Inbound and outbound calling
Timeline
Certificate - Human Resource Management
Houston Community College
03.2026 - 06.2026
Senior Support Specialist
Bill.com
12.2020 - 10.2025
Customer Service Representative
FASHION GO
03.2020 - 11.2020
Client Services & Sales Compliance
Goldline Inc.
07.2019 - 01.2020
Inbound Sales Representative
Spectrum
01.2019 - 07.2019
Call Center Support Agent
Robert Half Staffing Agency
09.2017 - 01.2019
Retail Sales Lead
T-Mobile & IT'SUGAR
09.2014 - 08.2017
Bachelor of Science - Criminal Justice/Psychology
Southern University at New Orleans
08.2012 - 05.2015
High School Diploma -
West Valley High School