JAQUESHIA JOHNSON
Locust Grove,GA
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Office Manager
Daniels Auto Broker
08.2022 - 11.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Processed payments and applied to customer balances.
- Worked with customer to create debt repayment plan based on current financial condition.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Live Web Customer Service Representative (CHAT)
Afni
06.2019 - 03.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Virtual Customer Service Representative (CHAT)
Teleperformance
10.2018 - 06.2019
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Collaborated with team members to achieve high-performance results in a fast-paced retail setting.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
Virtual Customer Service Associate
Convergys
07.2017 - 10.2018
- Researched and resolved billing discrepancies to enable accurate billing.
- Responded to customer concerns and questions on daily basis.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
- Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
- Managed sensitive information discreetly while adhering strictly to data protection protocols.
- Streamlined the virtual support process for increased efficiency and improved response times.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
Education
Some College (No Degree) - Cosmetology
Albany Technical College
Albany, GASkills
- Customer service
- Office management
- Organizational skills
- Customer relations
- Data entry
- Administrative support
- Staff management
- Operations management
- Conflict management
- Training and coaching
- Policy implementation
- Workflow optimization
- MS office
- Scheduling and coordinating
Timeline
Office Manager
Daniels Auto Broker
08.2022 - 11.2024
Live Web Customer Service Representative (CHAT)
Afni
06.2019 - 03.2022
Virtual Customer Service Representative (CHAT)
Teleperformance
10.2018 - 06.2019
Virtual Customer Service Associate
Convergys
07.2017 - 10.2018
Some College (No Degree) - Cosmetology
Albany Technical College
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