Faith Johnson
Barnesville
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and resolving complex issues, demonstrated during tenure at Teleperformance. Skilled in empathy and data entry, Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of building positive relationships and ensuring customer loyalty.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Teleperformance
08.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Customer Service Representative
TTEC
04.2020 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Learning Coordinator
Amazon
10.2018 - 07.2019
- Evaluated employee performance and identified skill gaps, developing targeted training sessions to address specific needs.
- Promoted a culture of ongoing professional development by providing timely information about internal and external opportunities for growth within the organization.
- Increased employee engagement in self-directed learning initiatives by promoting available resources and tools within the organization.
- Implemented a recognition program to acknowledge employees who demonstrated exceptional commitment to their professional development and growth within the organization.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA03.2015
Skills
- Client advocacy
- Empathy
- Data entry
- Call center operations
- Understanding customer needs
- Complaint resolution
- Adaptability
- Billing adjustments and refunds
- Problem resolution
Timeline
Customer Experience Specialist
Teleperformance
08.2023 - Current
Customer Service Representative
TTEC
04.2020 - 08.2023
Learning Coordinator
Amazon
10.2018 - 07.2019
High School Diploma -
Penn Foster Career School
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