Kyonda Johnson
Michigan,MI
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
18
18
years of professional experience
Work History
Retention Specialist/Tier 1 Technical Support Representative
Verizon Wireless- Alorica
09.2021 - Current
- Accept, resolve, and/or appropriately escalate Sales Representatives’ issues/complaints
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend and holiday shifts.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Claims Intake Specialist
Sedgwick
04.2021 - 09.2021
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Enhanced claims processing efficiency by streamlining intake procedures and documentation requirements.
- Reduced claim resolution time by effectively coordinating with various departments for prompt information gathering.
Chat Support Representative
Apple - Kelly Services
05.2019 - 04.2021
- Answer 2-3 inbound chats
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
Technical Support Representative
DTE Energy
02.2016 - 04.2019
- Answer Inbound Calls regarding residential electric and gas service
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Tier 1 Technical Support Representative
DirecTV
05.2012 - 01.2016
- Answer inbound calls
- Build customer's interest in services and products offered by the company
- Diagnosed and troubleshot hardware, software and network issues.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
Secretary
Hazy Institution of Learning
02.2006 - 05.2012
- Performed criminal background checks
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Enhanced office efficiency by streamlining filing systems and organizing documents.
- Facilitated communication between departments for improved collaboration and project success.
Education
Associate of Applied Science - Computer Science
Wayne County Community College District
Detroit, MI05.2026
Certified Tax Associate - Taxation
H & R Block
12.2010
High School Diploma -
Detroit Public Schools
Detroit, MI06.2003
Skills
- Transunion
- Trend Tracking
- Dual Monitors
- Zendesk
- Cross-Functional Communication
- Performance Evaluation
- SAAS/CRM Software Proficiency
Timeline
Retention Specialist/Tier 1 Technical Support Representative
Verizon Wireless- Alorica
09.2021 - Current
Claims Intake Specialist
Sedgwick
04.2021 - 09.2021
Chat Support Representative
Apple - Kelly Services
05.2019 - 04.2021
Technical Support Representative
DTE Energy
02.2016 - 04.2019
Tier 1 Technical Support Representative
DirecTV
05.2012 - 01.2016
Secretary
Hazy Institution of Learning
02.2006 - 05.2012
Associate of Applied Science - Computer Science
Wayne County Community College District
Certified Tax Associate - Taxation
H & R Block
High School Diploma -
Detroit Public Schools