Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
Timeline
Generic

KENNETH JOHNSON II

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

23
23
years of professional experience

Work History

Customer Experience Associate

Comcast
04.2019 - Current
  • Respond to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Engage in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Maintain extensive knowledge of company products to recommend items aligned with customer needs.
  • Document customer interactions in the internal database to maintain customer service history details.
  • Maintain high-performance levels in a dynamic and highly competitive environment.

Call Center Representative

Louis Vuitton - LVMH
10.2018 - Current
  • Receive phone calls from prospective and existing clients
  • Provide accurate and reliable information about LVMH products and services offered
  • Complete account maintenance requests
  • Assist clients with technical issues and escalate to appropriate departments when necessary
  • Engage clients in friendly conversation to identify specific needs and recommend the best solutions
  • Recognize and pursue opportunities to cross-sell and/or to promote value-added products and services
  • Overcome resistance and objections using gentle persuasion
  • Assume ownership of any issues identified during client interaction all the way to resolution
  • Maintain accurate and complete records of all communications with client using proprietary client management software
  • Consistently meet or exceed quality assurance standards and other key metrics for performance
  • Follow through with order management on any ongoing order issues or status request
  • Effective ability to handle multiple priorities in a fast-paced environment
  • Dedicated work ethic with a proactive approach and a responsive attitude.

Cable Installation Technician

Verigent, LLC
04.2015 - 08.2018
  • Maintain cable systems by installing, repairing, programming and upgrading cable infrastructure
  • Perform major and minor preventive maintenance and repairs by troubleshooting cabling system issues
  • Identify, track and remove abandoned cable
  • Test every newly installed or relocated cable in accordance with established procedures
  • Keep cable neatly tied and bundled while maintaining safety standard
  • Develop in-depth knowledge of National Building Codes and standards
  • Assist co-workers with installation and routine maintenance of structured cabling systems
  • Manage pole climbing and working at heights and small confined spaces
  • Work outdoors and in inclement weather conditions
  • Perform cable splices for copper and optical fiber
  • Physically install Cat 3, Cat 5, Enhanced Cat 5, Cat 6 and Fiber Optic Structured Cable Distribution Systems
  • Installation of outlets, pulling cable, fire stopping and termination including organizing, forming, dressing and labeling cables to industry standards
  • Terminate, assemble and install 8-pin modular connectors and coaxial connectors, light crimp connectors
  • Perform site surveys, read and use blueprints and floor plan and conduct visual site inspections.

Wedding Solutions Consultant

David's Bridal
11.2012 - 05.2013
  • Assisted customers in selecting the correct products and providing assistance on various latest fashion trends for the bride and groom
  • Processed sales transactions
  • Maintained monthly, weekly and quarterly sales goals
  • Scheduled appointments
  • Developed and maintained a professional relationship with various sales associates and vendors and maintained product knowledge for bridal shows and events.

Sales Associate

Sears
05.2010 - 06.2012
  • Greeted customers
  • Created sales of products and sold products quickly and efficiently
  • Processed cash and/or credit payments
  • Disclosed policies regarding payment, exchanged and/or refunds
  • Managed inventory
  • Placed special orders and made calls to other stores to find desired items per the customer's needs.

Carpet Cleaning Technician

Spectrum Cleaning Service
02.2001 - 05.2010
  • Owner of the Business
  • Provided outstanding carpet, tile, hardwood flooring and upholstery cleaning to customers
  • Provided estimates of the job cost and explained the cleaning solutions to be used and estimated drying times
  • Built a professional business relationship with all customers
  • Cleaned and maintained trucks and equipment.

Education

ELECTRICAL PROGRAM -

TESST COLLEGE OF TECHNOLOGY
UPPER MARLBORO, MD
03.2015

Skills

  • CRM Software
  • Request management
  • Direct Sales
  • Account Management
  • Call center experience
  • Complaint resolution

Accomplishments

  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Achieved [Result] by completing [Task] with accuracy and efficiency.

Volunteer Experience

HEAD COACH - KLM COUGARS FOR KETTERING LARGO MITCHELLVILLE

Timeline

Customer Experience Associate

Comcast
04.2019 - Current

Call Center Representative

Louis Vuitton - LVMH
10.2018 - Current

Cable Installation Technician

Verigent, LLC
04.2015 - 08.2018

Wedding Solutions Consultant

David's Bridal
11.2012 - 05.2013

Sales Associate

Sears
05.2010 - 06.2012

Carpet Cleaning Technician

Spectrum Cleaning Service
02.2001 - 05.2010

ELECTRICAL PROGRAM -

TESST COLLEGE OF TECHNOLOGY

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KENNETH JOHNSON II