Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Volunteer
Katherine Johnson

Katherine Johnson

Call Center Customer Service Specialist
Center,AL

Summary

  • Customer Service Specialist bringing top-notch skills in oral and written communication, empathetic listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Customer Service Specialist

Independent Contractor for NexRep
Remote Work from Home
04.2021 - Current
  • 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

Executive Kitchen Manager

Olexas Cafe, Cakes And Catering
Mountain Brook, AL
02.2019 - 03.2020
  • 1 month)
  • 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.

Executive Prep Chef/Trainer Coordinator

Metro Diner
Inverness, AL
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, (4 years & 5 months)

Education

Advanced Academic Honors Diploma -

Hewitt-Trussville High School
06.1994 - 06.1994

Post Secondary Education - English Language And Literature

The University of Alabama
Tuscaloosa, AL
2001.05

Post Secondary Education - Speech And Rhetorical Studies

Jefferson State Community College
2001.05

Skills

  • High-Volume Call Center Customer Service
  • Call Volume and Quality Metrics
  • POS Systems and Ordering Platforms
  • Adobe/Zendesk/Five-9/Socrates/Paylocity/Zoom/Portals/Live Chat Messaging
  • AVAYA Aura
  • Calm and Professional Under Pressure
  • Effective Written and Verbal Communication
  • Customer Relationship Management
  • Creative Solutions
  • Team Meetings
  • Complex and Developing Program/Process/Policy Knowledge
  • Customer Information Databases
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Correspondence Writing
  • Ability to Work Independently
  • Empathetic and Intuitive to Customer Needs

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

God's Will

Fiction Writing

Music

Cooking

Nature Photography

Timeline

Customer Service Specialist

Independent Contractor for NexRep
04.2021 - Current

Executive Kitchen Manager

Olexas Cafe, Cakes And Catering
02.2019 - 03.2020

Executive Prep Chef/Trainer Coordinator

Metro Diner
09.2014 - 02.2019

Advanced Academic Honors Diploma -

Hewitt-Trussville High School
06.1994 - 06.1994

Post Secondary Education - English Language And Literature

The University of Alabama

Post Secondary Education - Speech And Rhetorical Studies

Jefferson State Community College

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Katherine JohnsonCall Center Customer Service Specialist