Keniquia Johnson
Birmingham,AL
Summary
Accomplished Customer Success Specialist at Wells Fargo, adept in building rapport for operational efficiency. Demonstrated success in enhancing customer satisfaction and marked by a consistent record of exceeding performance metrics. Skilled in active listening and problem-solving, effectively boosting client experiences and team productivity. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Focused on customer experiences by providing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Success Specialist
Wells Fargo
10.2018 - Current
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Provided primary customer support to internal customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Reduced average call handling time through efficient problem-solving and effective use of banking systems and resources.
- Built strong rapport with customers through empathetic listening skills, understanding their unique situations, and providing tailored assistance accordingly.
Shift Leader
Newk's Eatery
01.2012 - 10.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Creating weekly schedules using Excel.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Enforced company policies and regulations with employees.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
Education
Associate of Science - Psychology
T.A. Lawson State Community College
Birmingham, AL05.2015
Skills
- Time tracking
- Building rapport
- Call Management
- Call center experience
- Customer Service
- Problem-solving abilities
- Active Listening
- Microsoft Excel
- Professional telephone demeanor
Timeline
Customer Success Specialist
Wells Fargo
10.2018 - Current
Shift Leader
Newk's Eatery
01.2012 - 10.2018
Associate of Science - Psychology
T.A. Lawson State Community College
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