Summary
Overview
Work History
Education
Skills
Timeline
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Johnathan Drown

Conway,SC

Summary

Dedicated Customer Service Representative with over 10 years of experience in managing high-stress situations. Proven ability to resolve conflicts and improve customer satisfaction through effective communication.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

StarTek
Myrtle Beach, South Carolina
07.2020 - 01.2025
  • Managed high-stress situations to maintain professionalism and resolve conflicts effectively.
  • Resolved customer complaints with empathy, enhancing loyalty and increasing repeat business.
  • Handled escalated calls to achieve satisfactory resolutions for customers and company.
  • Responded promptly to customer inquiries about products, services, and company information.
  • Developed rapport with customers through active listening, improving retention rates and positive feedback.
  • Acquired strong product knowledge for tailored recommendations based on customer needs.
  • Maintained comprehensive records of customer interactions for effective follow-up and issue resolution.
  • Scheduled appointments according to customer needs while adhering to SOP procedures.
  • Enable equipment for customers and businesses.
  • Implemented electronic health record systems via Veradigm and practice management through Allscripts.
    Facilitated effective communication using Keonna messaging solutions.
    Optimized client interactions by applying Salesforce capabilities.
  • Manage communications with customers and patients

Processing Technician

Kedplasma
Myrtle Beach, South Carolina
01.2019 - 02.2020
  • Maintained sterile and safe work environments to ensure operational integrity.
  • Conducted quality control on laboratory equipment including freezers, refrigerators, heat sealers, and printers.
  • Collected and submitted samples following established quality control standards.
  • Trained new staff on safety protocols and operational procedures effectively.
  • Performed quality checks on collected plasma samples to verify compliance.
  • Documented processing activities to ensure adherence to regulations and company SOPs.
  • Managed product packaging and inventory within freezers for optimal efficiency.
  • Prepared products for shipment, ensuring all documentation was accurate.
  • Executed donor screenings and registration processes to ensure compliance with Company SOPs.
  • Performed blood sample collections through the finger stick method to assess donor eligibility.
  • Facilitated efficient donor movement through registration and screening stages.
  • Payment to the donor after donations.
  • Performing general clerical duties as required, with attention to detail.

Flow Team Leader

Target
Knoxville, Tennessee
12.2013 - 08.2018
  • Supervised team operations to ensure efficient merchandise flow.
  • Coordinated product placement and inventory management on the sales floor.
  • Trained and mentored team members on best practices and safety protocols.
  • Communicated with leadership to align team goals with store objectives.
  • Monitored stock levels and organized replenishment processes effectively.
  • Implemented visual merchandising standards to enhance product presentation.
  • Collaborated with fellow leaders to optimize workflow and staff scheduling.
  • Participated in recruitment activities such as interviewing potential candidates.
  • Developed clear workflow processes and schedules to ensure efficient operations.
  • Coordinated efforts between departments to facilitate smooth transition from one phase of production to another.
  • Ensured compliance with company policies and procedures as well as safety regulations.

Support Manager

Walmart
Oak Ridge, Tennessee
04.2004 - 11.2013
  • Managed customer support team, ensuring timely resolution of inquiries.
  • Coordinated training sessions for new support associates to enhance service quality.
  • Implemented process improvements to streamline customer interaction workflows.
  • Analyzed feedback to identify trends and improve support strategies.
  • Oversaw scheduling and staffing to meet peak service demands effectively.
  • Mentored team members, fostering a collaborative and supportive work environment.
  • Facilitated communication between departments to enhance overall service delivery.
  • Handled escalated calls from customers requiring additional assistance or specialized knowledge.
  • Created weekly schedules for team members and enforced timely shift start and end times.
  • Managed daily operations of the customer service department, including staffing schedules and resource allocation.
  • Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
  • Trained new employees on company policies and procedures related to customer service.
  • Evaluated employee performance against established objectives and standards.

Education

High School Diploma -

Langley High School
Pittsburgh, PA
06-1998

Skills

  • Salesforce utilization
  • Customer relationship management
  • Conflict resolution
  • Electronic health records
  • Quality control
  • Personnel training
  • Inventory management
  • Effective communication
  • Attention to detail
  • Scheduling
  • Punctuality and reliability
  • System implementation
  • Email management
  • Data collection
  • Appointment scheduling
  • Call center operations
  • [Software] CRM system proficiency
  • Call center experience
  • Problem-solving

Timeline

Customer Service Representative

StarTek
07.2020 - 01.2025

Processing Technician

Kedplasma
01.2019 - 02.2020

Flow Team Leader

Target
12.2013 - 08.2018

Support Manager

Walmart
04.2004 - 11.2013

High School Diploma -

Langley High School

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Johnathan Drown