Summary
Overview
Work History
Education
Skills
Timeline
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Kianna Johnson

Larchmont,NY

Summary

Highly motivated and results-driven professional with over eight years in the Customer Service industry. Devoted to supporting hundreds of HR professionals in getting closer to the hire & help people get jobs for over three years. Adept at fostering strong client relationships, ability to handle challenging work and delivering outstanding service. Seeking to leverage my expertise in relationship building, cross-functional collaboration, inclusive & data driven problem -solving and product knowledge to excel as a Senior Specialist in Client Strategy & Insights as my next job at Indeed.

Overview

6
6
years of professional experience

Work History

Senior Client Support Specialist

Indeed.com
New York, NY
04.2021 - Current
  • Directly initiated and maintained communication with hundreds of clients from multiple books of business through email, phone and zoom ensuring a seamless experience with Indeed's suite of products and services.
  • Managed existing and grew brand new client relationships, offering personalized service/support, analyzing campaign performance, and measuring ROI to assist clients in achieving their hiring goals.
  • Demonstrated strong revenue retention with an average of over 78% revenue retained since Q3 2021. This translates to over $12 million in revenue across my books of business.
  • Consistently met or exceeded expectations for each of the CS KPIs quarter over quarter since onboarding with Indeed in 2021.
  • Organized and led team meetings with various guest speakers from different departments within Indeed including UX Design, CSI, CS Readiness & CS Management.
  • Streamlined and polished the creation method, attendance reporting, and score keeping for CS Bootcamp - an initiative developed to reinforce up-to-date CS knowledge on products, processes & resources.
  • Collaborated closely with internal Sales Partners/Directors, Finance, Product, and Technical teams to address client needs across a number of systems & tools including Salesforce, JIRA Management, Zendesk & Tableau.

Client Support Manager

Century Consulting Services
New York, NY
07.2018 - 04.2021
  • Oversaw the training and integration of all team members by providing coaching and breakdown of calls/correspondence to uphold a quality of excellence for the clientele.
  • Maximized efficiency by conducting individual training and on-call assistance to a staff of 17-25 on customer service & best industry practices and protocols.
  • Coordinated with the department Directors and other cross-functional divisions with audits & reviews of staff database entries to achieve complete accuracy and resolve discrepancies.
  • Communicated policy updates and information to the team to assure seamless efficiency of the new protocols.
  • Co-managed department schedules to maximize PTO/Sick time coverage in all HR reporting systems.

Education

Bachelor of Arts - International Studies

Manhattan College
The Bronx, NY
05.2014

Skills

  • Excellent written and verbal communication skills
  • Proven track record of delivering outstanding client experiences, ensuring high levels of satisfaction and retention
  • Strong cross-functional collaboration skills, working with internal teams to address client needs and provide feedback
  • Tech-savvy, quick learner, and adaptable to new technologies and systems
  • Exceptional attention to detail and accurate & persuasive data storytelling
  • Strategic thinker with experience in conflict resolution & relationship building

Timeline

Senior Client Support Specialist

Indeed.com
04.2021 - Current

Client Support Manager

Century Consulting Services
07.2018 - 04.2021

Bachelor of Arts - International Studies

Manhattan College

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Kianna Johnson