Johneisa wiley
Duluth,GA
Summary
Dedicated and highly skilled customer service and technical support professional with over 5 years of experience in remote and in-person roles. Proven expertise in troubleshooting, sales support, complaint resolution, and customer satisfaction optimization. Highly proficient in managing high-volume calls, technical inquiries, and administrative tasks, with a consistent track record of achieving top performance metrics. Adept at working with cross-functional teams to deliver high-quality service across telecom, hospitality, and technical support sectors.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CSR Level 2 & Technical Support Level 2
Arise Virtual Solutions
12.2019 - 09.2024
- Managed 4-7 inbound and outbound calls per hour across multiple clients, delivering high-quality service for over 5 companies during a 4-year partnership with the platform
- Effectively troubleshot technical issues for a variety of services, providing prompt solutions and ensuring customer satisfaction
- Consistently achieved AHT of 8 minutes per call, using call scripts and workflows to resolve customer issues efficiently
- Ranked in the top 30% percentile of agents for performance based on customer satisfaction (CSAT) and average handle time (AHT)
- Assisted with customer account management, billing inquiries, and service setup for technical services like internet, home security, and mobile
Front Desk Receptionist
Courtyard by Marriott
Duluth, GA
11.2021 - 02.2023
- Managed front desk operations, greeting and registering guests in a 400-room hotel, ensuring a smooth check-in and check-out process
- Interacted with 300+ guests weekly, providing exceptional customer service and creating a positive guest experience, contributing to a 90% customer satisfaction rate
- Trained and mentored 4 new desk clerks, teaching them how to use POS systems, handle guest services, and manage reservations
- Audited and reported on shift activities, tracked guest feedback, and analyzed guest satisfaction KPIs to improve overall hotel performance
- Coordinated scheduling for meetings and tours, handling special requests for groups, ensuring seamless service delivery
Front Desk Receptionist & Night Auditor
Hilton Garden Inn
Duluth, GA
06.2021 - 10.2022
- Conducted nightly audits of guest accounts and hotel financial records, ensuring accuracy and compliance with company standards
- Managed all guest accounting functions, including balancing the money drawer and resolving discrepancies
- Attended monthly team meetings to discuss guest satisfaction scores and provided suggestions for improvements
- Monitored guest services during overnight hours, responding to inquiries, handling complaints, and ensuring overall guest satisfaction
Technical Support and Sales Agent
Comcast
07.2016 - 10.2019
- Delivered technical support for customers, troubleshooting issues with internet, cable, mobile, and home security services
- Managed both inbound and outbound calls, scheduling technician appointments and redirecting customer inquiries
- Achieved 90% ASAT (Average Satisfaction Score) by maintaining a high level of professionalism and resolving customer issues quickly
- Promoted and sold new lines of business, including cable, internet, home security, and mobile services, contributing to company revenue growth
- Activated 60+ customer services weekly, ensuring timely installation and service setups for customers
Assistant Teacher (Pre-K & Kindergarten)
Harlem Children's Zone
Harlem, NY
08.2014 - 05.2016
- Company Overview: Worked in a non-profit, specialty school focused on providing high-quality education to inner-city children, emphasizing early childhood development and academic success
- Taught Pre-K students in the first year and Kindergarten students in the second year, delivering lessons in literacy, math, social studies, and emotional development
- Created weekly lesson plans for Pre-K and Kindergarten classes, aligning activities with state standards and the needs of individual students
- Led the class independently for one hour each day to provide hands-on instruction and facilitate learning activities
- Designed and implemented fun, interactive learning games and activities to foster creativity, critical thinking, and teamwork, ensuring students were engaged and motivated
- Led small group sessions and provided one-on-one attention to students to improve their reading, writing, and foundational academic skills
- Organized monthly field trips, enriching students' learning experiences outside the classroom and offering hands-on, real-world learning
- Supported the development of social-emotional skills by guiding children in resolving conflicts, building relationships, and enhancing teamwork
- Managed classroom behavior and maintained a nurturing, structured environment that supported both academic and personal growth
- Worked 6:00 AM to 6:00 PM, Monday through Friday, balancing teaching responsibilities with administrative tasks, lesson creation, and school-wide initiatives
- Worked in a non-profit, specialty school focused on providing high-quality education to inner-city children, emphasizing early childhood development and academic success
Education
High School Diploma -
Phoenix High School
Lawrenceville, GA05.2014
Skills
- Salesforce
- Zendesk
- ServiceNow
- POS systems
- Slack
- Zoom
- MS Teams
- TeamViewer
- Proxy Pro
- Internet troubleshooting
- Cable troubleshooting
- Phone troubleshooting
- Home security troubleshooting
- Jira
- Trello
- Excel
- PowerPoint
- Project
- Outlook
- Access
- Avaya
Certification
- Customer Service Excellence Certification
- Early Childhood Education Certification
Typingspeed
55+ WPM
Key Qualifications
- Customer Support & Technical Assistance, Expertise in troubleshooting technical issues for internet, cable, phone, and security services. Skilled in managing both inbound and outbound calls.
- Sales & Upselling, Experience in signing customers up for new services, including internet, cable, phone, and mobile, consistently achieving sales goals.
- Performance Metrics, Consistently ranked in the top 30% of agents for performance based on metrics such as average handle time (AHT) and customer satisfaction (CSAT) scores.
- Complaint Resolution, Skilled in resolving issues quickly and professionally to maintain customer satisfaction and retention.
- CRM & Helpdesk Software, Proficient with Salesforce, Zendesk, ServiceNow, and multiple POS systems, including troubleshooting and support for technical issues.
- Team Collaboration & Training, Experienced in training and mentoring new staff, leading weekly meetings to improve KPIs, and working cross-functionally to deliver superior service.
- Multitasking & Organization, Highly adept at handling multiple customer service and administrative tasks simultaneously while maintaining accuracy and efficiency.
- Communication Tools, Experienced with Slack, Zoom, MS Teams, and other communication platforms for seamless interaction with clients, teams, and stakeholders.
Timeline
Front Desk Receptionist
Courtyard by Marriott
11.2021 - 02.2023
Front Desk Receptionist & Night Auditor
Hilton Garden Inn
06.2021 - 10.2022
CSR Level 2 & Technical Support Level 2
Arise Virtual Solutions
12.2019 - 09.2024
Technical Support and Sales Agent
Comcast
07.2016 - 10.2019
Assistant Teacher (Pre-K & Kindergarten)
Harlem Children's Zone
08.2014 - 05.2016
High School Diploma -
Phoenix High School
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