Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Software
Interests
Timeline
Hi, I’m

Johanna Bowline

Brooklyn,NY
Johanna Bowline

Summary

Dynamic individual with hands-on experience in Customer Experience and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

8
years of professional experience

Work History

AJ Madison Appliance Retailer

Customer Service Lead
04.2021 - 03.2024

Job overview

  • Oversaw the expansion of the team to 20 remote representatives and enhanced available support channels from phone-only to phone, chat, and email
  • Spearheaded the development and implementation of new hire training programs, including the creation of detailed training modules and schedules
  • Partnered with leadership to design engaging training modules that fostered continuous learning and professional development
  • Enhanced training effectiveness by integrating data-driven adjustments to instructional modules
  • Maintained standardized training presentations to ensure consistent communication of company messaging across all representatives
  • Developed and instituted field coaching protocols aimed at improving representative performance
  • Analyzed KPIs to track team success and identified opportunities for targeted coaching
  • Coached new team members on service techniques and provided scoring through quality assurance program.

AJ Madison Appliance Retailer

Customer Service Representative - Order Status & Fulfillment
09.2020 - 04.2021

Job overview

  • Managed 80-100 customer calls daily, providing detailed information regarding order status with a focus on clarity and customer satisfaction
  • Utilized the Gladly ticketing system to handle inquiries, ensuring high satisfaction rates through effective and timely responses
  • Boosted customer satisfaction by swiftly resolving order issues and addressing concerns
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.

Credit Agricole Corporate & Investment Bank

Global Sourcing & Procurement Associate
06.2016 - 07.2020

Job overview

  • Managed expenses related to contingent labor, Global IT, telecommunications, market data services, and subscriptions efficiently
  • Participated in mobile telecommunications sourcing projects, ensuring adherence to budget compliance
  • Extracted data for KPI reporting, which facilitated accurate budget planning and tracking
  • Optimized cost allocations and improved budget forecasts for enhanced financial management

Education

Fordham University
Bronx, NY

Bachelor of Science from Psychology

University Overview

Skills

  • Customer service excellence
  • Call center experience
  • Research and analysis
  • Team training and development
  • Quality assurance
  • CRM software
  • Customer complaint resolution
  • Team management
  • Continuous improvement
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementCompany CultureWork from home optionPersonal development programsPaid time offPaid sick leave

Software

Microsoft Suite

Google Suite

Gladly CRM

Mondaycom

Loom

Zoom

Interests

Educational Design

Distance Running

Fiber Arts

Cycling

Bread Baking

Continuous Learning

Timeline

Customer Service Lead
AJ Madison Appliance Retailer
04.2021 - 03.2024
Customer Service Representative - Order Status & Fulfillment
AJ Madison Appliance Retailer
09.2020 - 04.2021
Global Sourcing & Procurement Associate
Credit Agricole Corporate & Investment Bank
06.2016 - 07.2020
Fordham University
Bachelor of Science from Psychology

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Johanna Bowline