Summary
Overview
Work History
Education
Skills
Websites
Work Availability
Work Preference
Quote
Software
Languages
Interests
Timeline
BusinessAnalyst
Johanna Henson

Johanna Henson

Beulaville,NC

Summary

Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients ranging from NC State University to Dolce and Gabbana. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.

Overview

6
6
years of professional experience

Work History

Field Technical Support Staff Member

Ricoh USA
11.2022 - Current

Dispatching technicians for printer repair and customer service

  • Created detailed documentation regarding customer issues and resolutions.
  • Dispatching Technicians and communicating with clients until their issue is resolved,
  • Customer Relationship Management software (CRM).
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Answered a constant flow of customer calls with minimal wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Client Experience Specialist

Castle Branch Inc.
Wilmington, NC
10.2019 - 05.2023
  • Working with clients to decide which products would best work for them to eliminate administrative burden through background checks, drug testing, immunization records, and compliance.
  • Worked with a variety of software developed by Castle Branch
  • Achieved high levels of customer satisfaction through consistent delivery of quality work, attention to detail, and proactive problem-solving efforts.
  • Provided comprehensive product knowledge and support, enabling clients to make informed purchase decisions.
  • Provided excellent customer service by following up with clients, mailing out applications, and responding to incoming calls.
  • Assisted with special marketing projects by coordinating the distribution of marketing mailers, and contacting customers to explain new marketing campaigns.

Education

Bachelor of Arts - Rhetoric and Composition/Writing Studies

University of North Carolina At Greensboro
Greensboro, NC
05.2019

Associate of Arts - Technical Writing

Brunswick Community College
Supply, NC
05.2016

Skills

  • Ability to learn, adapt, and adjust on the go
  • Works well with others and individually
  • Possesses a strong work ethic and drive to succeed
  • Effective communication
  • Issue resolution
  • Accommodating and adapting
  • Product knowledge
  • Administrative support
  • Data entry
  • Time management
  • Remote support
  • Customer Service
  • Call Center Operations
  • Written communication
  • Client Retention
  • Upselling
  • SaaS
  • CRM

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Important To Me

Career advancementHealthcare benefitsWork from home optionPaid time offPersonal development programsCompany Culture

Quote

The best way out is always through.
Robert Frost

Software

Five9

Microsoft Teams

Suite

ServiceNow

Languages

English
Native language

Interests

Writing

Reading

Hiking

Cyber Security

Timeline

Field Technical Support Staff Member

Ricoh USA
11.2022 - Current

Client Experience Specialist

Castle Branch Inc.
10.2019 - 05.2023

Bachelor of Arts - Rhetoric and Composition/Writing Studies

University of North Carolina At Greensboro

Associate of Arts - Technical Writing

Brunswick Community College
Johanna Henson
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