Keysha Johnson
Round Rock,Texas
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Technical Support Specialist
ShippingEasy/ Auctane
07.2021 - 12.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved 23 technical support inquiries per day via email, chat an emails.
Technical Support Specialist
Charter Communications/ Spectrum
09.2018 - 01.2020
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved 57 technical support inquiries per day.
Customer Service Representative
United Healthcare Group
01.2016 - 08.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded proactively and positively to rapid change.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
Cashier
Walgreens
05.2011 - 06.2014
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
Certified Phlebotomy Technician (CPT)
Phlebotomy Training Specialists
Austin, TX04-2024
High School Diploma -
John. H. Reagan High School
Austin, TX06-2014
Skills
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Customer Service
- Active Listening
Timeline
Technical Support Specialist
ShippingEasy/ Auctane
07.2021 - 12.2023
Technical Support Specialist
Charter Communications/ Spectrum
09.2018 - 01.2020
Customer Service Representative
United Healthcare Group
01.2016 - 08.2018
Cashier
Walgreens
05.2011 - 06.2014
Certified Phlebotomy Technician (CPT)
Phlebotomy Training Specialists
High School Diploma -
John. H. Reagan High School
Similar Profiles
Cesar VazquezCesar Vazquez
Merchant Support Specialist at ShippingEasy (Auctane LLC)Merchant Support Specialist at ShippingEasy (Auctane LLC)
Cairo VillelaCairo Villela
Operations Workforce Management Specialist at AuctaneOperations Workforce Management Specialist at Auctane
Gregory FrankGregory Frank
Tier 2 Technical Support Representative at AuctaneTier 2 Technical Support Representative at Auctane
Edgar AraujoEdgar Araujo
Small Business Owner at Lonestar Superior PaintingSmall Business Owner at Lonestar Superior Painting
Hollie McDonaldHollie McDonald
Package Handler at FedExPackage Handler at FedEx