Summary
Overview
Work History
Education
Skills
Honors Activities Skills
Timeline
Generic

Jaynesia Johnson

Northport

Summary

Detail-oriented Information Technology Professional with a proven track record of resolving technical issues efficiently and enhancing the customer experience. Recognized for expertise in determining system requirements, troubleshooting complex problems, and providing specialized support across multiple platforms. Adept at delivering high-quality service in fast-paced, deadline-driven environments while leveraging strong analytical thinking to drive innovative solutions. Skilled in leadership, cross-functional collaboration, and business alignment to optimize project outcomes and increase operational efficiency. Known for exceptional communication and presentation skills, ensuring seamless interactions between technical teams and stakeholders.

Overview

10
10
years of professional experience

Work History

Remote Contractor Support Service Analyst

Amplify Education
04.2022 - Current
  • Manage multi-channel inbound client inquiries (Portal, Chat, and Email) regarding product functionality or problems; troubleshoot with clients to fully diagnose, then develop solutions and respond within Service Level Agreement timelines
  • Created and tracked support tickets for each issue with a high level of detail, logged all contacts, properly categorized issues, and followed the appropriate steps to follow up with customers and cases
  • Escalated client issues that cannot be resolved as necessary, to ensure timely resolution
  • Researched solutions to customer questions and problems using Knowledge Base articles and other relevant materials and provided timely follow-up for unresolved issues
  • Mastered ability to research solutions via all 6+ of Amplify’s Customer Support Knowledge Bases: preAMP, Amplify Admin, DDS, Salesforce Knowledge Articles, Intercom Marcos, and various Management-created Google Sheets, including Zoom
  • Liaised with other support or product teams as required to resolve requests/issues promptly
  • Generated and managed Salesforce cases for each contact’s inquiry while properly categorizing and escalating reported behaviors with follow-ups to each managed customer every 24 hours or less
  • Provided technical support to over 12,000 districts and over 1 million users

Evening Sales Floor Supervisor/Key-holder/Assistant Manager

Tuesday Morning
07.2017 - 09.2020
  • Processed money transfers and prepared cash drawers for the next workday
  • Ensured the store was clean and replenished for the next workday
  • Maintained daily sales transaction logs
  • Engaged customers with friendly service and a helpful attitude
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Maintained accurate records of sales transactions including tracking data related to customer purchases.
  • Resolved customer complaints in a timely manner while maintaining professionalism and excellent customer service skills.
  • Created weekly work schedules for staff members based on forecasted needs from customers.

Customer Service Manager/Customer Service Associate

Walmart
10.2015 - 06.2017
  • Supervised 20+ cashiers and maintained work schedules
  • Processed money transfers and prepared cash drawers for all shifts
  • Completed assigned tasks in a fast-paced work environment
  • Maintained customer sales transactions and resolved customer concerns
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.

Education

A.A. -

East Mississippi Community College
Mississippi
05.2019

Skills

  • Customer Service
  • Microsoft Office
  • Technical support
  • Client troubleshooting
  • Teamwork and collaboration
  • IT Help Desk
  • Salesforce management
  • Communication skills

Honors Activities Skills

  • Percipio Online Training - Certified Customer Service Representative, 01/23
  • Advanced in all Microsoft Office programs

Timeline

Remote Contractor Support Service Analyst

Amplify Education
04.2022 - Current

Evening Sales Floor Supervisor/Key-holder/Assistant Manager

Tuesday Morning
07.2017 - 09.2020

Customer Service Manager/Customer Service Associate

Walmart
10.2015 - 06.2017

A.A. -

East Mississippi Community College

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Jaynesia Johnson