Johnnisha Burton
Afni Call Center
Tucson,AZ
2027
years of professional experience
Dynamic professional with a proven track record at Afni Call Center, excelling in team motivation and effective communication. Expert in crafting tailored coaching strategies that enhance performance and engagement. Skilled in analyzing metrics to drive improvements, fostering strong interpersonal relationships, and empowering teams to achieve exceptional results.
Work History
Coach
4 Years 2 Months- Led initiatives to elevate team performance and engagement through strategic training sessions.
- Architected individualized coaching plans to meet specific agent needs and aspirations.
- Oversaw call metric analysis to identify improvement areas and initiate action plans.
- Partnered with management to refine operational workflows and optimize efficiency.
- Analyzed performance trends to guide strategic team development decisions.
- Empowered agents with personalized training and consistent feedback to boost confidence.
- Enhanced overall team performance through the development and execution of tailored coaching strategies.
Escalation Supervisor
- Resolved complex customer escalations through effective problem-solving techniques.
- Coordinated with cross-functional teams to enhance service delivery and client satisfaction.
- Trained and mentored staff on escalation procedures and best practices for efficiency.
- Analyzed trends in escalated cases to identify training needs and process improvements.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
Customer Service Representative
1 Year 8 Months- Provided exceptional customer support via phone, email, and chat to resolve inquiries efficiently.
- Assisted customers with product information, troubleshooting issues, and account management tasks.
- Collaborated with team members to enhance service delivery and improve customer satisfaction rates.
- Documented customer interactions accurately in CRM system to ensure seamless follow-up actions.
- Adapted quickly to new software tools and processes, enhancing service efficiency and response times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
GED
Skills
Effective communication
Group leadership
Personable and friendly
Building relationships
Team motivation
Interpersonal relationships
Motivational leadership style
Verbal and written communication
Timeline
Coach
Afni Call Center
06.2022 - 08.2026Read More
Customer Service Representative
Agero
05.2016 - 01.2018Read More
Escalation Supervisor
Alorica
2019 - 04.2022Read More
Sunnyside High School
GED
Read More