Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Faith Johnston

Little Rock,AR

Summary

Customer Service Representative 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, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Verizon Wireless
09.2022 - Current
  • Handled customer inquiries and made concise, educated and researched suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly using multiple resources and quick problem solving skills. This enhanced my one call resolutions. Escalated major issues to supervisors. Verbally de-escalated billing issues along with others such as order tracking and status, rebates, and promotional corrections. Explained billing and pro ration.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information. Checked case reminders and completed all follow up calls,chats, and various forms of communications.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Answered high call volumes, and directed to correct departments.
  • Helped customers with trouble-shooting there devices. I worked with customers to the company's version of tier 2 trouble-shoooting Activated new lines of service along with took care of current customers.
  • Took payments, processed device buyouts
  • Worked with customers by walking them through our self serve options and company app.
  • Met all sales and monthly metrics at or exceeding.
  • Very efficient with time management
  • Helped other employees while I remained assisting my own.


Receptionist

Rainbow Office Supplies & Equipment
07.2018 - 08.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Received inbound deliveries from distributors, checked inventory from receivables.
  • Communicated with customers when there orders would be delivered. Made deliveries to customers.
  • Handled cash, credit/debit cards, and check transactions and maintained sales and payments records accurately.
  • Checked daily inventory along with quarterly inventory.
  • Followed up with all clients after service and goods were rendered.
  • Trouble shooted any issues with equipment both on site and over chat communications, calls, etc.
  • Maintained confidentiality of information regarding clients and company.
  • Answered central telephone system and directed calls accordingly.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Organized, maintained and updated information in computer databases.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Education

High School Diploma -

Woodland Hills Academy
Alexander, AR
03.2006

Skills

  • Order Fulfillment
  • Credit Card Payment Processing
  • Administrative Support
  • Shipping Procedures Understanding
  • Prioritization
  • Reading Comprehension
  • Lead Generation
  • Project Management Abilities
  • Recordkeeping Strengths
  • Problem-Solving Ability
  • Promotional Support
  • Customer Retention Strategies
  • Typing Proficiency
  • Multi-Line Telephone Operation
  • Account Management
  • Customer Service

Certification

NEE Enrichment Program

Timeline

Customer Service Representative

Verizon Wireless
09.2022 - Current

Receptionist

Rainbow Office Supplies & Equipment
07.2018 - 08.2022

High School Diploma -

Woodland Hills Academy

Similar Profiles

CREATE PROFILE
Faith Johnston