Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Interests
Timeline
Hi, I’m

Katherine Johnson

Tier 2 Customer Support Specialist
Centerpoint,AL
Katherine Johnson

Summary

  • Knowledgeable, dedicated and empathetic customer service professional with extensive experience in customer service. 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.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
years of professional experience
3
Certifications

Work History

NexRep- Independent Contractor
Remote, AL

Customer Service Specialist
04.2021 - Current

Job overview

  • Original pilot campaign team member (1 of 3)
  • Beloved New Hire Trainer
  • Provide primary customer support to internal and external customers
  • Maintain consistent average of 99% across client set KPIs to stay in Tier A
  • Answer incoming calls while complying with company policies and procedures
  • Maintained consistent High satisfaction rating through proactive one-call resolutions of customer issues
  • Specialized in Empathetic, intuitive and progressive problem solving in accordance with changing skills and policies
  • Create and and manage over 20K customer files and databases
  • Encourage positive and effective work environment among employees as well and establishing areas of opportunity by providing feedback to management
  • Update account information to maintain customer records, multiple spreadsheets, and support escalations
  • Outbound calls/emails/live chat to exceed customer satisfaction and client expectations
  • Participate in weekly team meetings and training sessions to stay informed about updates and changes

Olexa's Cafe, Cakes And Catering
Mountain Brook, AL

Executive Kitchen Manager
02.2019 - 03.2020

Job overview

  • Inspected kitchens to observe food preparation quality and service, food appearance, and cleanliness of production and service areas
  • Motivated staff to perform at peak efficiency and quality
  • Oversaw food preparation and monitored safety protocols.
  • Trained staff on proper cooking procedures as well as safety regulations to acquire mandatory food service certifications
  • Purchased food and cultivated strong vendor relationships.
  • Maximized quality assurance by completing frequent line checks while overseeing and assisting with food preparation
  • Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
  • Hired, trained, managed and developed long term relationships with the entire kitchen staff
  • Coordinated inventory and food cost by adhering to budget and cultivating strong vendor relationships
  • Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
  • Designed and maintained menus to offer variety of high quality and consistency of dishes.
  • Collaborated with other departments to coordinate meal service and special events, executing smooth operations.

Metro Diner
Inverness, AL

Executive Prep Chef/Trainer Coordinator
09.2014 - 02.2019

Job overview

  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems
  • Observed and adopted new techniques from skilled instructors and management
  • Collaborated with administration to secure inventory budget and standards
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment
  • Oversaw and trained staff, as well as new management, on proper cooking procedures as well as safety regulations and productivity strategies
  • Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste
  • Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals
  • Designed and maintained menus to offer variety of high quality and consistency of dishes
  • Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement
  • Inspected stock to identify shortages, replenish supply and maintain consistent inventory
  • Collaborated with other departments to coordinate meal service and special events, executing smooth operations

Education

Hewitt-Trussville High School
Trussville, AL

Advanced Academic Honors Diploma from 4.3 GPA
06.1994 - 06.1994

University Overview

  • Thespian Honors Society
  • National Honors Society
  • Musical Honors Society
  • Lead in musicals and plays
  • 1st Place state winner at Trumbauer in Duet-Acting
  • Lead Ensemble Vocalist
  • Published and Award winning Prose and Poetry writer

The University of Alabama
Tuscaloosa, AL

No Degree from Post-secondary Education-English
05.2001

University Overview

  • Vocal scholarship
  • Academic scholarship
  • Creative Writing scholarship

Jefferson State Community College
Birmingham, AL

No Degree from Education/Psychology
05.2001

University Overview

  • Theatre scholarship
  • Speech scholarship
  • Academic schoalrship

Skills

Customer Support

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Accomplishments

Accomplishments
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Supervised team of numerous staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Software

Adobe

Zendesk

Zoom

Five-9

ProLink Manager

One Note

Socrates

Paylocity

Outlook Office

Client portals

Certification

Serve Safe Management

Interests

Following God's Will

Fiction Writing

Music

Cooking

Nature

Timeline

Numerous Skill Assessments

03-2023
Customer Service Specialist
NexRep- Independent Contractor
04.2021 - Current

Business Computer Skills

02-2021

Serve Safe Management

09-2019
Executive Kitchen Manager
Olexa's Cafe, Cakes And Catering
02.2019 - 03.2020
Executive Prep Chef/Trainer Coordinator
Metro Diner
09.2014 - 02.2019
The University of Alabama
No Degree from Post-secondary Education-English
05.2001
Jefferson State Community College
No Degree from Education/Psychology
05.2001
Hewitt-Trussville High School
Advanced Academic Honors Diploma from 4.3 GPA
06.1994 - 06.1994

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Katherine JohnsonTier 2 Customer Support Specialist