Keysha Johnson
Killeen,TX
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
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 and emails via Zendesk.
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 via phone.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
United Healthcare Group
01.2016 - 08.2018
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Processed eligibility and benefits verification and authorization requests.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Cashier
Walgreens
05.2011 - 06.2014
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
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
- Tech Savvy
- Coachable
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Persuasive
- Building Rapport
Timeline
Technical Support Specialist
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
High School Diploma -
John. H. Reagan High School
Certified Phlebotomy Technician (CPT)
Phlebotomy Training Specialists
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