Jalichia Johnson
Little Rock
Summary
Empathetic and tech-savvy Customer Experience
Professional with 9+ years of customer support experience, including 4+ years in fully remote roles.
Skilled in multichannel communication, critical thinking, and creating positive customer experiences through phone, email, and chat. Proven ability to resolve complex issues, manage escalations, and adapt quickly in fast-paced, high-volume environments. Seeking to bring my proactive, solution-oriented approach to Nutrafol's remote Customer Experience team.
Overview
10
10
years of professional experience
Work History
Customer Service Associate
Result CX
11.2023 - Current
- Deliver real-time support through phone and chat, resolving billing, service, and account concerns in a fast-paced environment.
- Act as a point of escalation for complex inquiries and ensure issues are documented accurately in
CRM systems. - Assist customers with navigating websites, customizing solutions to fit individual needs, and ensuring first-contact resolution.
- Maintain up-to-date product knowledge through ongoing training.
Salon Assistant/Receptionist
A Touch Of Class Salon
07.2022 - 11.2023
- Handled front-desk operations including appointment scheduling, client communication, and digital record management.
- Provided in-person and virtual customer service, ensuring smooth experiences and efficient service coordination.
- Processed payments and maintained accurate transaction records using POS systems.
Benefits Specialist
BroadPath Healthcare
11.2021 - 07.2022
- Provided HIPAA-compliant remote support for members with insurance benefits, claims, and provider scheduling.
- Handled time-sensitive policy updates and documentation with accuracy and care.
- Demonstrated empathy and critical thinking in resolving complex member inquiries.
Receptionist/Staffing Specialist
Productive Staffing
09.2018 - 01.2019
- Managed candidate scheduling, files, and communications in a high-volume staffing environment.
- Coordinated full recruitment cycles, from sourcing to onboarding, demonstrating strong organizational skills.
Customer Service Representative
Teletech
07.2017 - 09.2018
- Responded to customer inquiries about insurance policies and benefits via remote call center systems.
- Used multiple software tools to verify coverage, update records, and coordinate services.
Customer Service Associate
Lowe’s
10.2015 - 01.2017
- Assisted customers with product selection and orders through phone and in-person interactions.
- Operated equipment with attention to accuracy and safety, ensuring customized solutions.
Education
Criminology
Arkansas State University
Jonesboro, ARHIGH SCHOOL DIPLOMA -
Kipp Delta Collegiate
West Helena, AR05.2015
Skills
- Zendesk, Salesforce, CRM & Ticketing Systems
- Multichannel Customer Support (Phone, Email, Chat)
- Conflict Resolution & De-escalation
- Website Navigation & Troubleshooting
- Time & Task Prioritization
- HIPAA & Data Privacy Compliance
- Microsoft Office & Google Workspace
- Empathetic Communication & Problem Solving
- Remote Team Collaboration
Personal Information
Military Experience
United States Army, Jonesboro, AR
Private Second Class (E-2), August 2015- August 2023
- Operated independently in diverse and high-pressure environments, ensuring efficiency and adaptability.
- Managed food service logistics, inventory tracking, and daily reporting—skills directly transferable to remote organizational roles and task management.
- Recognized for honorable service with the National Defense Service Medal and Army Service Ribbon.
Timeline
Customer Service Associate
Result CX
11.2023 - Current
Salon Assistant/Receptionist
A Touch Of Class Salon
07.2022 - 11.2023
Benefits Specialist
BroadPath Healthcare
11.2021 - 07.2022
Receptionist/Staffing Specialist
Productive Staffing
09.2018 - 01.2019
Customer Service Representative
Teletech
07.2017 - 09.2018
Customer Service Associate
Lowe’s
10.2015 - 01.2017
HIGH SCHOOL DIPLOMA -
Kipp Delta Collegiate
Criminology
Arkansas State University