Kirsten Johnson
Customer Service Professional
Houston,TX
Summary
Call Center Team member managing high-volume caller support across CRM databases, dispatch workflows, and service routing. Logs inquiries, enters reports, and directs callers to the right department while supporting ambulance dispatch, Pet Wellness Clinic questions, pharmacy guidance, and lost pet matching. Keeps information moving accurately between callers, drivers, and internal teams in a fast-paced animal services environment.
Overview
18
18
years of professional experience
Work History
Call Center Team Member
Houston SPCA
Houston, TX
05.2024 - 09.2026
- Handle [55] caller inquiries daily while collecting dispatch details and routing urgent cases to the right response path.
- Navigate multiple software platforms and CRM databases to log inquiries accurately and resolve service issues quickly.
- Collect caller information for ambulance dispatch and coordinate timely handoff to the on-duty driver.
- Enter reports into the database and email updates to the on-duty driver for accurate follow-through.
- Answer questions about the Pet Wellness Clinic, Pharmacy, and Houston SPCA programs while directing callers to the right department.
- Maintain equipment and supplies to support smooth daily call center operations.
Customer Service Associate
The Lee Group
Chesapeake, VA
02.2020 - 09.2020
- Handled 70 customer inquiries daily by phone and email while resolving routine account questions.
- Answered incoming and outgoing calls to resolve customer issues, clarify questions, and maintain professional service.
- Updated customer records with demographics, orders, inquiries, and financial details to keep account information current.
- Generated service-change, cancellation, and credit reports to support accurate customer follow-up and internal tracking.
Customer Service Specialist
Best Vendors Management
Minneapolis, MN
06.2014 - 08.2019
- Answered 60 customer calls daily and documented service issues in company records for consistent follow-up.
- Recorded customer calls, emails, and database submissions to maintain accurate service documentation.
- Processed Office Coffee Service orders through online catalogs and entered shipments into UPS for dispatch.
- Addressed customer complaints with timely solutions to reduce dissatisfaction and support retention.
- Prioritized daily tasks and projects to keep service requests moving on schedule.
- Maintained confidentiality standards while supporting client and customer relationships.
Education
Business Administration
Tidewater Community College
Norfolk, VAHigh School Diploma - undefined
Booker T. Washington High School
Norfolk, VA06-1997
Skills
- Excel
- Word
- Outlook
- CRM databases
- Calendar management
- Time management
- Document filing
- Customer service
- Conflict resolution
- Call handling
- Data entry
- Report generation
- Purchase order processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Team Member
Houston SPCA
05.2024 - 09.2026
Customer Service Associate
The Lee Group
02.2020 - 09.2020
Customer Service Specialist
Best Vendors Management
06.2014 - 08.2019
High School Diploma - undefined
Booker T. Washington High School
Business Administration
Tidewater Community College