Johnny Stevens Jr.
Eagle River
Summary
Dedicated and results-driven Customer Service Professional with 10+ years of experience in call centers, retail environments, and customer-facing leadership roles. Skilled in handling high-volume inbound and outbound calls, resolving customer concerns efficiently, and maintaining professionalism in fast-paced settings.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Store Manager
Speedway Gas Station
08.2025 - 02.2026
- Provided assistance to customers regarding account inquiries and payment plan options to enhance satisfaction.
- Facilitated follow-up and collections through proactive outbound calling efforts.
- Oversaw daily operations, ensuring compliance with safety and quality standards.
- Implemented promotional strategies to increase sales and enhance customer engagement.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
Customer Service Representative
Meritain Health
08.2016 - 08.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed multiple customer accounts, ensuring accurate information delivery and adherence to company policies.
- Collaborated with team members to streamline processes, enhancing overall service efficiency and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Firstsource
09.2015 - 06.2016
- Managed inbound calls for major credit card accounts.
- Assisted with payments, credit limit increases, and account updates.
- Resolved customer inquiries efficiently, ensuring high satisfaction rates.
- Utilized CRM systems to track interactions and manage follow-up actions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Representative
Alorica
06.2014 - 08.2015
- Handled high-volume inbound calls.
- Addressed billing questions and processed payments.
- Analyzed call patterns to identify areas for workflow improvement.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Representative
Green Tree Servicing
04.2011 - 07.2014
- Provided assistance to customers regarding account inquiries and payment plan options to enhance satisfaction.
- Facilitated follow-up and collections through proactive outbound calling efforts.
- Collaborated with management to enhance service delivery protocols.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Education
High School Diploma - General Studies
Box Elder Job Corps
Nemo, SD05.2001
Skills
- Achieved high customer satisfaction through effective management of inbound and outbound call interactions Improved communication efficiency by implementing best practices in call handling Enhanced overall service quality by addressing customer needs promptly and professionally
- Investigated issues and implemented solutions to resolve customer grievances
- Achieved high customer satisfaction by resolving account and billing inquiries promptly Improved billing accuracy through diligent oversight of payment processes Enhanced user experience by providing clear guidance on account management
- Oversaw payment processing activities, maintaining compliance with financial regulations and enhancing transaction efficiency
- Analyzed customer feedback and behavior to identify opportunities for increasing retention
- Achieved high levels of data accuracy through diligent entry practices Improved documentation efficiency, resulting in streamlined operations Enhanced data management systems, contributing to overall organizational effectiveness
- Oversaw cash handling processes, including receipt, disbursement, and reconciliation of funds
- Achieved streamlined customer interactions through effective management of CRM systems Enhanced operational workflows by optimizing computer systems for team productivity Resolved technical challenges, contributing to uninterrupted system performance
- Achieved successful project outcomes by developing team capabilities through targeted training Cultivated a high-performing team environment that drove project success Enhanced team efficiency and effectiveness through strategic leadership and support
Certification
First Aid / CPR Certified
Timeline
Store Manager
Speedway Gas Station
08.2025 - 02.2026
Customer Service Representative
Meritain Health
08.2016 - 08.2025
Customer Service Representative
Firstsource
09.2015 - 06.2016
Customer Service Representative
Alorica
06.2014 - 08.2015
Customer Service Representative
Green Tree Servicing
04.2011 - 07.2014
High School Diploma - General Studies
Box Elder Job Corps