Jessie Johnson Jr
Simpsonville,SC
Summary
Results-oriented professional with extensive experience in customer service, technical support, and operations management. Skilled in using SAP, Salesforce, and Microsoft Office Suite to deliver exceptional customer experiences and drive operational efficiency. Adept at troubleshooting, process improvement, and fostering strong customer relationships to achieve business objectives.
Overview
2025
2025
years of professional experience
Work History
Customer Account Manager (PSR1)
ScanSource
07.2024 - 01.2025
- Managed order entry and quotes via SAP and Salesforce, ensuring seamless customer transactions.
- Proactively identified potential issues, resolving them promptly to maintain customer satisfaction.
- Delivered accurate ETA updates, enhancing transparency and trust with clients.
- Evaluated customers' potential needs to make appropriate recommendations.
- Communicated with approximately 8 to 12 clients daily by email.
Front Line Support Specialist
Paxton Access Inc
10.2022 - 06.2024
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Tech Expert
Verizon Wireless
11.2018 - 08.2022
- Delivered exceptional technical support for voice and data customers, troubleshooting hardware/software issues.
- Managed approximately 30 incoming calls, per day from customers
- Conducted detailed analyses of clients accounts to identify areas for improvement and optimization, leading to enhanced performance.
- Resolved provisioning and network application problems using advanced tools and resources.
- Consistently achieved high customer satisfaction ratings through effective problem solving.
Customer Service Pro
Verizon Wireless
04.2017 - 11.2018
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Utilized product knowledge to identify upselling opportunities, driving profitability and loyalty.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Customer Service Advocate
Verizon Wireless
07.2014 - 05.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Managed approximately 20 incoming calls, per day from customers.'
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Acted as team point of contact during leadership absences, facilitating seamless operations.
Exceptional Children's Assistant
Charlotte Mecklenburg Schools
08.2008 - 06.2010
- Assisted in developing and implementing personalized student plans
- Conducted small group instruction and assessments to support IEP goals
- Fostered student engagement through innovative and interactive activities.
High School English Teacher
Charlotte Mecklenburg Schools
Aug2004 - Jun2006
- Created a student-centered learning environment to support achievement and curriculum alignment, offering detailed feedback to guide future improvement efforts.
- Promoted critical thinking skills by challenging students to analyze literary texts and express their interpretations in written assignments.
- Stayed current on educational research and best practices by attending professional development workshops and conferences regularly.
- Cultivated relationships with students and parents, driving increased engagement and performance
Education
Certification - Legal Studies
Paralegal Certification
University Of South Carolina 12-2021
MBA - Human Resources Management
Strayer University
Charlotte, NC 05-2009
Bachelor of Arts - English
Newberry College
Newberry, SC05-2001
Skills
- Active listening
- Attention to detail
- Communication
- Problem Solving
- Ability to follow instructions
- Proficient in Microsoft Office
- Adept in gathering data
Timeline
Customer Account Manager (PSR1)
ScanSource
07.2024 - 01.2025
Front Line Support Specialist
Paxton Access Inc
10.2022 - 06.2024
Tech Expert
Verizon Wireless
11.2018 - 08.2022
Customer Service Pro
Verizon Wireless
04.2017 - 11.2018
Customer Service Advocate
Verizon Wireless
07.2014 - 05.2017
Exceptional Children's Assistant
Charlotte Mecklenburg Schools
08.2008 - 06.2010
High School English Teacher
Charlotte Mecklenburg Schools
Aug2004 - Jun2006
Certification - Legal Studies
Paralegal Certification
MBA - Human Resources Management
Strayer University
Bachelor of Arts - English
Newberry College
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