KIERSTON JOHNSON
Holly Springs,NC
Summary
Dedicated customer service specialist who provides skills to prioritize and multi-task in fast-paced working environments. Successfully works as part of a team to reach personal and business goals. Known for successfully handling client support issues and sustaining satisfactory relationships with customers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Relationship Advocate
Fidelity Investments
Durham, NC
02.2023 - Current
- Provides support to customers via inbound phone calls.
- Researches and resolves customer complaints in a timely manner.
- Demonstrates empathy when dealing with difficult or frustrated customers.
- Assists customers with inquiries, troubleshooting and resolutions for their account-related issues.
- Answers client questions regarding balance information, withdrawals and deposits, transferring assets, and placing trades.
- Collaborates with business partners to address client needs.
- Documents client interactions
- Updates customer accounts, addresses, and contact information within company databases.
- Maintains strong call control and quickly works through scripts to address problems.
- Assists clients with navigating the company's website to locate desired information and tools.
SOAR Associate
Fidelity Charitable
Durham, NC
09.2022 - 02.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every donor
- Assisted donors with grant recommendations
- Conducted research to provide status updates to donors in regards to their grant recommendations
- Engaged actively with donors, confirming or clarifying information and diffusing anger.
- Developed and maintained donor relationships by providing outstanding customer service via phone calls.
- Collaborated with business partners to resolve and address situations.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained records of customer interactions, transactions, comments, and complaints.
Supervisor
Sheetz
Fuquay-Varina, United States
10.2020 - 09.2022
- Applies strong leadership and problem-solving skills to support team efficiency
- Maintains clean and organized work areas to avoid violations and work delays due to hazards or inefficient workspaces
- Works with management team to delegate responsibilities
- Handles customer complaints and resolves issues
- Maintains compliance with company policies and goals.
- Monitored employee productivity to provide constructive feedback and coaching.
- Stocked shelves with new merchandise and checked for outdated or damaged items.
- Provided customer service by answering questions about product location, price and availability.
- Arranged merchandise in an attractive manner to promote sales.
- Managed POS register to complete customer transactions.
Salesperson
Sheetz
Fuquay-Varina, United States
06.2019 - 10.2020
- Handled cash, counted change, and coupons or lottery
- Offered each customer top of the line personal service to boost sales and customer satisfaction
- Checked retail pricing, scanned items, applied discounts, and printed receipts to aid customers
- Informed customers of current promotions, rewards, and coupons to encourage more sales purchases.
- Educated customers about products and services offered by the company.
- Arranged merchandise for display to highlight new merchandise, attract customers, and enhance sales.
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Served meals to customers in a friendly and courteous manner.
- Performed opening and closing duties such as setting up workstations with necessary supplies.
- Cleaned kitchen areas, equipment and utensils.
- Stocked supplies such as food, dishes, utensils, and cleaning materials.
- Mopped floors and cleaned walk-in refrigerators and storage areas to maintain hygienic, sanitized work area.
- Set up, restocked and cleaned dining areas.
- Responded promptly to customer inquiries regarding menu items or special requests.
Barista
Dunkin' Donuts
Holly Springs, United States
02.2017 - 05.2019
- Created a variety of hot and cold beverages, which resulted in consistently positive customer satisfaction feedback
- Recommended products based on understanding of customer needs and preferences
- Learned and applied newly introduced skills proficiently
- Controlled lines with quick and satisfactory service.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Operated cash registers to process customer payments.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Followed health, safety and sanitation guidelines to pass inspections.
Cashier
Harris Teeter
Fuquay-Varina, United States
05.2018 - 09.2018
- Helped customers complete purchases, find items and join reward programs
- Restocked and organized merchandise
- Operated cash register for cash, check and debit card transactions accurately.
- Greeted customers and provided assistance with bagging groceries.
- Assisted in stocking shelves and organizing displays of products.
Education
High School Diploma -
Fuquay-Varina High School
06.2020
Skills
- Conflict Resolution
- Inventory Oversight
- Product Knowledge
- Active Listening
- Adaptability
- Attention to Detail
- Digital Skills
- Time Management
- Analytical Skills
- Phone Etiquette
Certification
SERV Safe Certification: 2020
Securities Industry Essentials (SIE): 2023
Financial Industry Regulatory Authority (FINRA) Series 7: 2023
Series 63 Uniform Securities Agent State Law Examination: 2023
Timeline
Customer Relationship Advocate
Fidelity Investments
02.2023 - Current
SOAR Associate
Fidelity Charitable
09.2022 - 02.2023
Supervisor
Sheetz
10.2020 - 09.2022
Salesperson
Sheetz
06.2019 - 10.2020
Cashier
Harris Teeter
05.2018 - 09.2018
Barista
Dunkin' Donuts
02.2017 - 05.2019
High School Diploma -
Fuquay-Varina High School
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