JENIECE JOHNS
Tucson,Arizona
Summary
Dedicated Digital Care Subject Matter Expert with a proven track record of delivering exceptional customer support, project management, and problem-solving. Eager to leverage expertise and leadership skills to transition into an administrative role, driving organizational efficiency and operational excellence. Passionate about streamlining processes and fostering collaboration across teams to achieve strategic objectives.
Overview
14
14
years of professional experience
Work History
Digital & Social Media Subject Matter Expert
Comcast
04.2018 - Current
- Working with customers on public social media platforms such as Twitter, Facebook, Reddit, Community Forums, and Community Business Forums.
- Remote troubleshooting and solving complex problems that require advanced product knowledge
- Project development and support
- Running and building team meetings and team builder activities
- Handled customer's sensitive information
- Assisting Business Partners with solutions to any questions to display leadership and effective problem-solving
- Working with Comcast Business customers
- Currently working on the DE&I committee since 2023 building presentations and discussions for the department
UPS Representative - Backoffice Lead
Alorica Customer Service
08.2011 - 04.2018
- Received two promotions and was trained in three departments while working with the company
- Worked as a dispatcher to oversee 45 employees' work and ensured productive goals were consistently met
- Running and reviewing employee reports to ensure work was being routed and completed
- Ensuring agents were meeting their handle times by monitoring reports and understanding the business needs
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Effectively managed a high volume of inbound and outbound customer calls and E-mails to ensure productivity was managed
- Met or exceeded service and quality standards every review period
- Working with high-value medical shipments to ensure delivery promptly requires making calls to UPS centers and upper management to ensure packages are moving
- Proficient in communication skills through E-mail, telephone, and in-person communication.
Pet Care Lead
Petsmart
03.2010 - 08.2011
- Received a promotion to team lead based on performance
- Managing a team of 12 people and making sure daily tasks were done
- Maintained ownership over team productivity and managed workflow to meet or exceed quality service goals
- Ensured that the department was properly staffed by managing the PTO requests for the department in Pet Care
- Trained staff on operating procedures and company services
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Earned management trust by serving as key holder, responsibly opening and closing store
Education
Bachelor of Arts - Sociology
University of Arizona
Tucson, Arizona12.2016
Skills
- Digital Customer Service
- Innovative Mindset
- Culture Building
- Attention to Detail
- Excellent time management skills
- Project Management
Accomplishments
Member of DE&I Committee
ERG Member for the Women's Network, and Young Professional Network
Maintaining a Yearly Review rating of "Exceptional" for three consecutive years in my current role
Running Project development for committee and individual team
References
- Bayley Lewis, 520-975-1768, Current Supervisor
- Daniel Pleasant, 520-729-8537, Former Supervisor
- Christian Dekalb, 520-256-2430, Former Supervisor
Timeline
Digital & Social Media Subject Matter Expert
Comcast
04.2018 - Current
UPS Representative - Backoffice Lead
Alorica Customer Service
08.2011 - 04.2018
Pet Care Lead
Petsmart
03.2010 - 08.2011
Bachelor of Arts - Sociology
University of Arizona