KIRSTEN JOHNSON

• Handled 55+ caller inquiries daily while collecting dispatch details and routing urgent cases to the right response path.
• Navigated multiple software platforms and CRM databases to log inquiries accurately and resolve service issues quickly.
• Collected caller information for ambulance dispatch and coordinated timely handoff to the on-duty driver.
• Entered reports into the database and emailed updates to the on-duty driver for accurate follow-through.
• Answered questions about the Pet Wellness Clinic, Pharmacy, and Houston SPCA programs while directing callers to the right department. Maintained equipment and supplies to support smooth daily call center operations.

• Managed 70 customer inquiries daily by phone and email, resolving routine account questions efficiently.
• Responded to incoming and outgoing calls, effectively resolving customer issues and clarifying questions to maintain high service standards.
• Updated customer records with demographics, orders, inquiries, and financial details to keep account information current.
• Produced service-change, cancellation, and credit reports to ensure accurate customer follow-up and improve internal tracking.

• Managed daily intake of 60 customer calls, documenting service issues in records for effective follow-up.
• Maintained accurate service documentation by recording customer interactions through calls, emails, and database submissions.
• Executed processing of Office Coffee Service orders via online catalogs and coordinated shipment entries into UPS for timely dispatch.
• Prioritized daily tasks and projects to keep service requests moving on schedule. Maintained confidentiality standards while supporting client and customer relationships.
• Processed Office Coffee Service orders through online catalogs and entered shipments into UPS for dispatch.

Completed 98 credit hours