Summary
Overview
Work History
Education
Skills
Timeline
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Hildra Johnson

Lenoir,NC

Summary

Dynamic Senior Technical Advisor at Kelly Connect with a proven track record in enhancing customer satisfaction through exceptional technical support and relationship building. Expert in IT infrastructure and problem-solving, I successfully implemented proactive maintenance strategies, reducing downtime and improving system performance, while fostering a collaborative team environment.

Overview

25
25
years of professional experience

Work History

Senior Technical Advisor

Kelly Connect
06.2018 - Current
  • Served as primary point of contact for triaging technical issues.
  • Reviewed technical guidelines to verify compliance with information security standards and best practices.
  • Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
  • Enhanced customer satisfaction by providing timely and accurate technical support for various products.
  • Conducted regular follow-ups with clients to ensure continued satisfaction and address any concerns promptly.
  • Developed customized solutions catering to unique client requirements, fostering long-term business relationships.
  • Resolved complex technical issues for clients, leading to improved system functionality and performance.
  • Implemented proactive maintenance strategies to reduce downtime and prolong equipment life.
  • Played a key role in the successful implementation of new software systems for both internal and external users.
  • Served as an escalation point for complex or unresolved cases, providing senior-level expertise when needed.
  • Utilized remote diagnostic tools to efficiently identify issues and determine appropriate resolutions.
  • Maintained up-to-date knowledge of industry trends, enabling effective recommendations on product upgrades or replacements.
  • Built strong relationships with clients by consistently delivering exceptional service and support.
  • Managed high call volume while maintaining excellent customer service standards and response times.
  • Consistently met or exceeded performance metrics related to call handling time, first contact resolution rate, and customer satisfaction scores.
  • Identified opportunities for continuous improvement by analyzing client feedback and implementing necessary changes.
  • Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents and source code.
  • Offered insight into standard methodologies and common obstacles faced by competing companies, based on experiences with past clients and third-party research.

Call Center Representative

Sykes
05.2014 - 06.2018
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
  • Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
  • Collaborated with cross-functional teams to implement effective anti-fraud measures across the organization.
  • Reduced false positive rates with deployment of refined transaction monitoring system.
  • Streamlined fraud investigation processes, which accelerated resolution of cases.
  • Improved customer trust by promptly addressing and resolving fraud-related inquiries and complaints.
  • Analyzed transaction patterns to identify and mitigate emerging fraud trends.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Customer Service Representative

TJ Max
02.2006 - 10.2006
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Customer Service Manager

Walmart
09.2000 - 08.2004
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Coordinated with product development team to address frequent customer issues.
  • Conducted quarterly customer satisfaction surveys to identify areas for improvement.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Oversaw creation of knowledge base to assist customers with self-service options.
  • Enhanced team productivity with introduction of flexible working arrangements.
  • Enhanced communication skills of team members with targeted workshops.
  • Elevated customer satisfaction with detailed training programs for support staff.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Education

GED -

Whitewood High School
Whitewood, VA
07-1992

Skills

  • Training and mentoring
  • IT infrastructure
  • Cross-functional communication
  • Software development
  • Customer support
  • Technical support triage
  • Tech-Savvy
  • Analytics
  • Best practice implementation
  • Technical training leadership
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Active listening
  • Effective communication
  • Verbal and written communication
  • Remote technical support
  • Remote support
  • Relationship building
  • Help desk support
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Software installation
  • Technical issues analysis
  • Self motivation
  • Hardware and software repair
  • Technical troubleshooting
  • Customer service expert
  • Highly professional
  • System upgrades
  • Computer diagnostics
  • Professionalism
  • Customer communication and empathy
  • Device installation
  • Collaborative team player
  • Application support
  • Continuous improvement
  • Adaptability
  • Written communication
  • Software upgrades
  • Application installations
  • Issue and resolution tracking

Timeline

Senior Technical Advisor

Kelly Connect
06.2018 - Current

Call Center Representative

Sykes
05.2014 - 06.2018

Customer Service Representative

TJ Max
02.2006 - 10.2006

Customer Service Manager

Walmart
09.2000 - 08.2004

GED -

Whitewood High School

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Hildra Johnson