Jennifer Johnson
Osage,OK
Summary
Dynamic leader with a proven track record at Aurora Solar, adept in team management and workflow optimization. Excelled in elevating customer satisfaction to 96% through strategic collaboration and quality assurance. Skilled in data analysis and employee coaching, I drive operational excellence and foster robust customer relationships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager, Customer Support
Aurora Solar
San Francisco, CA
04.2021 - Current
- Oversee daily operations for an overseas support team (Tier 1 and 2) of over 70 members, ensuring optimal performance and efficiency.
- Managing phone, email and chat support with 500+ tickets per day.
- Maintaining a Customer Satisfaction (CSAT) score of 96%, demonstrating a commitment to exceptional service.
- Develop and implement workflow processes to enhance collaboration among multiple stakeholders.
- Collaborate effectively within a high-level cross-functional team to drive strategic initiatives.
- Support diverse stakeholders by outsourcing and staffing solutions to enhance customer satisfaction.
- Create Standard Operating Procedures (SOPs) to streamline processes and improve operational efficiency.
- Designed and implemented an internal quality assurance form to uphold high standards of service quality.
- Coach team members to foster professional development and improve overall team performance.
- Built out internal knowledge base for the team to contribute and refer to during troubleshooting customer issues.
- Successfully managed the restructuring of the support team following multiple reduction in force (RIFs), maintaining high CSAT levels post-transition.
- Conduct overseas travel to collaborate with the team, facilitate training sessions and review new processes and departmental roadmaps.
Analyst
Deloitte
04.2011 - 05.2020
- Addressed technical and functional inquiries escalated from level 1 support team (both internal and external)
- Used procedures, policies, experience, knowledge base information, and other reference materials to address inquiries
- Delivered enablement training and tool demonstrations from our internal suite of consulting tools to new project teams
- Developed professional-level presentations for leadership
- Delivered knowledge transfer sessions for new hires and during weekly team meetings
- Collaborated with other teams as needed to drive business goals
- Familiar with Agile project methodology as well as the Software Development Lifecycle (ITIL certified)
- Developed training documentation that is utilized by all levels of support
- Recognized unusual issues with tools and works with appropriate team to resolve
- Suggested methods to update, simplify, and enhance current processes
- Edited reference materials as needed
- Traveled periodically to trainings to further enhance my consulting knowledge
- Participated in several virtual learning courses each year that assists with gaining pertinent skills for advancement
- Actively participated in daily stand-up calls with team
- Managed a central email inbox that receives a wide variety of requests
- Educated the level 1 support team based in Lake Mary, FL and traveled to them periodically to further develop their skills and support scope
- Assisted project teams in choosing appropriate consulting tools based on their project needs
- Strongly involved with internal Application Management Services practice and suite of ITIL-based ITSM tools (AM-PM) and ServiceNow
- Participated in developing functional specifications, gathering requirements, writing test scripts, and UAT for new software releases
- Involved with robotic process automation (RPA) initiatives
- Worked daily on change management, incident management, and service desk management
- Extracted and analyzed reports from ServiceNow on a monthly basis
- Configured, tested, and loaded custom share point sites loaded with EVD content for project teams
- Participated in successful service desk software platform transition from AM-PM to ServiceNow
- Completed 3-day Agile bootcamp training
- Appointed as interim team lead as needed
Inside Sales and Service Representative
Dentsply Tulsa Dental Specialties
Tulsa, OK
10.2008 - 04.2011
- Assisted dental professionals in choosing and ordering the appropriate endodontic equipment and products for their offices
- Supported outside territory managers with their accounts across the country
- Processed billing adjustments
- Enrolled dental professionals in continuing education courses
- Created, closed, and updated customer accounts
- Handled customer complaints in an effective manner
Education
BBA - Business Administration
Northeastern State University
Broken Arrow, OK01-2008
Associate of Arts - Liberal Arts
Tulsa Community College
Tulsa, OK05-2004
High School Diploma -
Broken Arrow High School
Broken Arrow, OK05-2001
Skills
- Customer support
- Team management
- Workflow optimization
- Standard operating procedures
- Quality assurance
- Data analysis
- Technical troubleshooting
- Performance metrics
- Customer relationship management (CRM)
- Employee onboarding
- Shift scheduling
- Key performance indicators
- Customer service
- Service desk management
- Employee coaching
- Strategic collaboration
- Training development
- Customer satisfaction
- Knowledge management
Certification
ITIL v3 Foundation Level – Certificate # 5760503.20563795
References
References available upon request.
Timeline
Manager, Customer Support
Aurora Solar
04.2021 - Current
Analyst
Deloitte
04.2011 - 05.2020
Inside Sales and Service Representative
Dentsply Tulsa Dental Specialties
10.2008 - 04.2011
ITIL v3 Foundation Level – Certificate # 5760503.20563795
BBA - Business Administration
Northeastern State University
Associate of Arts - Liberal Arts
Tulsa Community College
High School Diploma -
Broken Arrow High School
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