- Passionate about balancing physical health with mental and emotional wellness
- Volunteer Work
- Volunteering at community kitchens and food-related charities
- I like trying new recipes and food trends
- Fundraising Events
- Animal Care
- Mindfulness Practices
- Reading
- Interior Design
Jessica Johnson
Caucasian or White,NY
Summary
Accomplished Sr Service Support Representative at Thermo Fisher, adept in escalation management and customer relationship management, enhanced issue resolution rates and customer retention. Leveraged strong work ethic and communication skills to exceed service standards, fostering trust and loyalty. Trained teams, contributing to a culture of excellence in customer service and support. Professional with reputation for high standards and achieving results in customer service environments. Adept at resolving issues swiftly and maintaining high level of client satisfaction. Known for reliability, adaptability, and strong teamwork skills, excelling in dynamic and fast-paced settings. Hardworking employee enthusiastic about learning any type of field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
16
16
years of professional experience
Work History
Sr Service Support Representative
Thermo Fisher
04.2020 - Current
- Provided technical assistance to customers experiencing difficulties with software or hardware products, leading to a higher rate of issue resolution on the first contact.
- Boosted team performance by providing timely feedback and coaching to fellow support representatives.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
Customer Service Representative
Anda Pharmaceuticals
01.2009 - 04.2020
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Plantation, FL05-2005
Skills
- Call center experience
- Data entry proficiency
- Software Navigation
- Escalation management
- Cross-functional coordination
- Customer Service
- Complaint Handling
- Sales Support
- Strong Work Ethic
- Attention to Detail
- Listening Skills
- Multitasking and Organization
- Excellent Communication
- Computer Skills
- Handling Customer Complaints
- Team Collaboration
- Data Entry
- Conflict Resolution
- Customer Relationship Management
- Performance Goals
- Complaint resolution
- Workflow Management
- Documentation And Reporting
- Customer Retention
- Data Processing
- Call Center Operations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Interests
Timeline
Sr Service Support Representative
Thermo Fisher
04.2020 - Current
Customer Service Representative
Anda Pharmaceuticals
01.2009 - 04.2020
Bachelor of Science - Criminal Justice
University of Phoenix
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