Johanna Masso
Antioch,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the communications and product sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Hardworking employee enthusiastic about learning the field but play in field. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
8
8
years of professional experience
Work History
Service Advisor
Rivergate Muffler and Auto Repair
10.2023 - Current
- Greeting customers and directing them to an available technician
- Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
- Answering customer questions about service outcomes and consulting with technicians when necessary
- Informing customers about potential cost savings and warranty protections
- Overseeing and managing the service center’s scheduling and workflow
- Informing customers of changes in service or when their vehicle is ready to be picked up.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Educated customers about billing, payment processing and support policies and procedures.
Sales and Marketing Manager/Operations Assistant/Appointment Secretary for Bridal Department/Sales and Product Demonstrator/Office Administrator and Customer Service Team Leader
Kitchen Traditions Bridal Registry
09.2019 - 07.2023
- Top ranked newcomer recognized for contributions to record-setting sales figures, territory expansion and new account development
- Traveled most of Unites States 50 networking and generating revenue and profits
- Optimized sales processes, streamlining procedures for increased efficiency and better customer service.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Managed accounts to retain existing relationships and grow share of business.
- Excelled in territory management, optimizing travel routes for maximum client engagement and time efficiency.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Recruited to grow Southeast region
- Expanded market share by increasing product line sales from warehouse to customers
- In depth understanding of the sales cycle process, customer satisfaction, warm lead calling expertise, presentations, negotiation and closing.
Bank Of America Financial Center
Nashville
09.2018 - 07.2019
- Executed the bank's risk culture and strived for operational excellence
- Assisted and solved problems for clients who came into the Financial Center and directed them to new banking solutions
- Presented the customer with product solutions to better manage their financials
- Cash management and evaluating and analyzing checks before cashing and depositing.
- Promoted digital banking adoption among customers by providing assistance in using online platforms seamlessly.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Maintained up-to-date knowledge of industry trends and regulatory changes, ensuring the financial center consistently operated in compliance with all relevant guidelines.
Sales Lead Asst. Manager
LOFT
10.2018 - 01.2019
- Handled cash register operations and customer transactions to process payments.
- Contributed to event marketing, sales and brand promotion.
- Assisted in development of monthly sales goals to motivate team and drive business objectives.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Maintained current knowledge of evolving changes in marketplace.
- Presented professional image consistent with company's brand values.
- Trained new employees on customer service, money handling and organizing strategies.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Processed and stocked merchandise in accordance with store standards.
Legal Assistant/Receptionist
Matt Hardin Law Firm
06.2018 - 09.2018
- Prepared and processed correspondence, pleadings, and other legal documents in complex litigation
- Managed calendars, client files and attorneys schedule
- Communicated pertinent information to clients via phone, email, and mail.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Created spreadsheets to track client progress and document billable hours.
- Monitored changes in relevant laws to stay abreast of procedures and provide legal updates to clients.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Organized documents to manage paper and electronic filing systems of clients.
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
Team Leader/ Sales Rep.
Sky, Inc.
09.2017 - 04.2018
- Executed face-to-face marketing with existing and potential clients for a large telecommunications company; AT&T
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Creating accounts for budget conscience customers
- Focus was building relationships with clients and customers and following the sales cycle.
- Frequently inspected production area to verify proper equipment operation.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Fine Dining Hostess/Server Assistant
1808 Bar and Grille
04.2016 - 01.2017
- Upheld the restaurant''s high standards of etiquette, contributing to a refined dining experience for all guests.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Coordinated large group bookings, expertly juggling multiple tables to accommodate special requests.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Answered customer questions about hours, seating, and menu information.
- Assisted in planning private events at the restaurant, ensuring flawless execution from setup to breakdown.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Enhanced guest experience by providing warm greetings and efficiently managing reservations.
- Assisted managers with quickly resolving service- and food-related issues.
- Optimized seating arrangements during high-volume shifts to maximize space utilization without compromising guest comfort levels.
- Streamlined communication between front-of-house and back-of-house teams, minimizing delays in service delivery.
Education
Bachelors of Business Administration/Management - Business Administration And Management/ Comm.
Tennessee State University
NASHVILLE, TENNESSEE08.2019
Associate of Applied Science - Social Sciences
Westchester Community College
VALHALLA, NEW YORK05.2013
Professional Capability
- Management/Leadership/Communications
- Brand Standard Manager/Project Manager/Event Coordinator of Mirror Mirror Co. at TSU
- Participant: Marine Week Nashville 2016 Marine Corps Leadership Seminar
- Participant: Tennessee State University’s College of Business Global Leadership Summit (2016, 2017, 2018)
- Participant: Citizen Collegiate Police Academy with Nashville Metro Police
- Participant: Women’s Leadership Symposium
- Participant: The Nashville Chapter, Links Incorporated- organization of friendship, purpose, and diversity.
- Soliya Connect Project: an international nonprofit organization for future generations to develop skills, attitudes, and commitment to engage with difference constructively.
- The GROW Social Media & Marketing Internship: non-profit organization Golfers Recognizing Opportunities for Women, Inc. in meeting their overall business objectives, while enhancing the GROW brand both internally and externally- Scholarship
Languages
Spanish
Full Professional
French
Elementary
Timeline
Service Advisor
Rivergate Muffler and Auto Repair
10.2023 - Current
Sales and Marketing Manager/Operations Assistant/Appointment Secretary for Bridal Department/Sales and Product Demonstrator/Office Administrator and Customer Service Team Leader
Kitchen Traditions Bridal Registry
09.2019 - 07.2023
Sales Lead Asst. Manager
LOFT
10.2018 - 01.2019
Bank Of America Financial Center
Nashville
09.2018 - 07.2019
Legal Assistant/Receptionist
Matt Hardin Law Firm
06.2018 - 09.2018
Team Leader/ Sales Rep.
Sky, Inc.
09.2017 - 04.2018
Fine Dining Hostess/Server Assistant
1808 Bar and Grille
04.2016 - 01.2017
Bachelors of Business Administration/Management - Business Administration And Management/ Comm.
Tennessee State University
Associate of Applied Science - Social Sciences
Westchester Community College
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