Gayle Johnson
Customer Service Operations Specialist
Gilbert
Summary
Service operations professional with strong background in process optimization and operational efficiency. Skilled in team collaboration, issue resolution, and adapting to changing needs. Known for reliability, effective communication, and strong focus on achieving results. Proficient in data analysis, workflow management, and customer service enhancement.
Overview
16
16
years of professional experience
Work History
Customer Service Operations Specialist
Isagenix
10.2022 - Current
- Spearhead the development and implementation of strategies to enhance operational efficiency and boost productivity across company processes, standardizing workflows and training programs.
- Assess current internal workflows; lead the introduction of improved procedures to reduce inefficiencies and increase organizational effectiveness.
- Partner with various teams such as Sales and Marketing to define, monitor, and support strategic business initiatives that align with company goals, ensuring seamless operations.
- Developed and maintained Knowledge Base Articles (SOPs) within Salesforce to streamline workflows, enhance data accuracy, and ensure compliance, resulting in improvements in team efficiency and a reduction in operational errors.
- Acted as a User Acceptance Tester (UAT), assessing applications for functionality, usability, and compliance with business requirements, actively collaborating with stakeholders to identify issues and ensure resolution before deployment
- Performed root cause analysis on recurring problems, developing long-term solutions that minimized future occurrences.
Customer Service Representative/Subject Matter Expert
Isagenix
10.2016 - 10.2022
- Delivered exceptional customer service to Isagenix customers via telephone and email, resolving inquiries and complaints with empathy, managing high-stress situations effectively, and fostering customer loyalty through professional conflict resolution.
- Assisted with facilitation of new hire training and ongoing training for existing staff.
- Developed and maintained training documents for new and existing agents.
- Salesforce Optimization Task Force contributor.
- Developed Process and Case flows for Salesforce documentation.
- Content Writer for CRM (Salesforce) Knowledge Base articles.
- Have extensive knowledge of policies, systems, products, and services.
- Acted as implementation CRM (Salesforce) SME including training Salesforce to Leadership, Team Leads and CCR staff.
Housekeeper and Nanny
Independantly Employed
01.2009 - 10.2016
- Utilize marketing and business development strategies that attract new customers while maintaining the existing customer base.
- Promote services through advertising, direct mail, email, networking, and referral incentives.
- Work directly with clients and manage customer accounts. Build rapport and develop solid working relationships while discussing needs and offering solutions to meet those needs.
- Serve as the main contact throughout the process, from initial discussions and contract negotiations through service and ongoing support.
- Manage all administrative, operational, and financial aspects involved in running a business.
- Create and monitor databases, spreadsheets, and reports for business plans, financial statements, customer information, and taxes.
Education
GED -
Alta Academy
Sandy, UT 05.2001 -
Skills
Process improvement strategies
Sales support
Time management expertise
Conflict resolution techniques
Product sales
Team training and development
Documentation and notes
CRM software
Adaptability and flexibility
Microsoft office
Customer service excellence
Timeline
Customer Service Operations Specialist
Isagenix
10.2022 - Current
Customer Service Representative/Subject Matter Expert
Isagenix
10.2016 - 10.2022
Housekeeper and Nanny
Independantly Employed
01.2009 - 10.2016
GED -
Alta Academy
05.2001 -
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