Geronda Johnson
Travelers Rest,SC
Summary
Over 15 years of management and customer specialist experience. Managed a major project for over a year, consistently achieving 96-100% Quality Assurance standards
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Tier 2 Contractor
ModSquad
08.2019 - 10.2023
- Utilized Zendesk and other CRM platforms for customer inquiry support.
- Achieved promotion to Tier 2 agent in just 3 months.
- Led a 7-member team to achieve a 95% success rate in resolving daily customer inquiries.
- Oversaw core strategies, product roadmap, and ops as Lead Agent.
- Contributed to the planning and execution of shipping and logistics, resulting in improved operational efficiency.
Mod Contractor
ModSquad
08.2019 - 11.2021
- Assisted an average of 50 customers daily by utilizing multiple communication platforms such as live chat, phone calls, emails, texts, social media platforms and moderation.
Chat Agent
GC Services - Apple
07.2018 - 02.2019
- Exceeded quality requirements for performance and one-contact resolutions by offering top-notch support for IOS and macOS to customers.
- Effectively managed and resolved up to 90 daily chats involving sales inquiries, software troubleshooting, and order maintenance.
- Developed strong working relationships with sales team to streamline order processing.
AppleCare Advisor
Kelly Services - Apple
07.2017 - 07.2018
- Resolved technical issues as an AppleCare Advisor, delivering exceptional customer service.
AppleCare Advisor
Concentrix - Apple
07.2017 - 07.2018
- Interacted with end-users via chat and email to provide technical support, answering queries about product features and investigating user concerns.
Help Desk Agent
Randstad - Verizon
04.2018 - 05.2018
- Offered comprehensive technical support to call center agents including assistance with password resets and general troubleshooting
- Short-term contract position.
Email Agent
Sitel - Toys R Us
08.2016 - 07.2017
- Resolved up to 75 emails daily, while also managing data entry and logistics in a professional manner.
Banking Specialist I
TD Bank
Greenville, SC
- 05.2014
- Successfully serviced 80 calls on a daily basis in a dynamic call center environment.
- Consistently exceeded monthly sales goal by 200%, earning membership in the prestigious Platinum Seller Club.
Head Breakfast Hostess
Staybridge Suites
Greenville, SC
04.2011 - 10.2012
- Oversaw operations of dining department in customer-focused setting at extended-stay hotel.
Tracking Agent
TeleTech - UPS
Greenville, SC
02.2009 - 01.2011
- Delivered exceptional customer service by assisting UPS customers with shipment tracking and ensuring their comfort throughout the process.
Education
AS, Health Information Management -
Greenville Tech
05.2026
Skills
- Personal Productivity
- Microsoft Windows
- Attention to Detail
- Ability to Multitask
- Account Management
- Google Docs
- Written Correspondence
- Ability To Communicate
- Manage Multiple Tasks
- Meeting Deadlines
- Strategic Planning
Certification
- Microsoft Word
- Excel
- PowerPoint
Hobbies and Interests
- Fashion
- Crochet
- Hair
- Electronics
Affiliations
Fashion, Crochet, Hair, and Electronics
Accomplishments
TeleTechRandstadModSquadModSquadStaybridge
- Promoted to ModSquadTier 2 agent within 3 months
- Consistent member of TD Bank Platinum Seller Club for opening 200% of monthly sales goal
References
References available upon request.
Timeline
Lead Tier 2 Contractor
ModSquad
08.2019 - 10.2023
Mod Contractor
ModSquad
08.2019 - 11.2021
Chat Agent
GC Services - Apple
07.2018 - 02.2019
Help Desk Agent
Randstad - Verizon
04.2018 - 05.2018
AppleCare Advisor
Kelly Services - Apple
07.2017 - 07.2018
AppleCare Advisor
Concentrix - Apple
07.2017 - 07.2018
Email Agent
Sitel - Toys R Us
08.2016 - 07.2017
Head Breakfast Hostess
Staybridge Suites
04.2011 - 10.2012
Tracking Agent
TeleTech - UPS
02.2009 - 01.2011
Banking Specialist I
TD Bank
- 05.2014
AS, Health Information Management -
Greenville Tech
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