Edward Y-Johnson
BOISE
Summary
Dynamic and results-driven professional with extensive experience in customer service and technical support at T-Mobile. Proven ability to enhance customer satisfaction through effective communication and conflict management. Skilled in utilizing CRM tools and point of sale systems to streamline operations and resolve issues efficiently. Committed to delivering exceptional service in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Retail Sales Associate
Wireless Vision, T-Mobile
08.2025 - Current
- Answered questions about store policies and addressed customer concerns.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and provided outstanding customer service.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Performed in a high pressure sales environment
Technical Support Representative
T-Mobile
02.2023 - 07.2025
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer requests for products, services, and company information.
Therapy Technician
Novitas Academy
03.2022 - 01.2023
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
Technical Support Representative
Conduent, Verizon
12.2019 - 02.2022
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
AppleCare Advisor
Teleperformance USA
03.2019 - 11.2019
- Utilized CRM Tools to appropriately document transactions and pertinent interactions.
- Multi-tasked documenting systems while providing service and resolving customer issues, questions, comments or concerns.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Analyzed trends to document emerging issues.
Education
Leadership - Conflict Resolution
National Outdoor Leadership School (NOLS)
Lander, WY11-2015
Skills
- Highly Adaptable to changing directives
- Point of sale technology expertise
- Facility upkeep
- Retail sales
- Retail store operations
- Clear verbal and written communication
- Adept at facilitating conflict discussions
- Customer Service
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Retail Sales Associate
Wireless Vision, T-Mobile
08.2025 - Current
Technical Support Representative
T-Mobile
02.2023 - 07.2025
Therapy Technician
Novitas Academy
03.2022 - 01.2023
Technical Support Representative
Conduent, Verizon
12.2019 - 02.2022
AppleCare Advisor
Teleperformance USA
03.2019 - 11.2019
Leadership - Conflict Resolution
National Outdoor Leadership School (NOLS)