Lakira Johnson
Stone Mountain
Summary
Customer-focused professional with a proven track record of exceeding expectations in customer service and account management. Adept at utilizing CRM tools, resolving customer concerns, and building long-term relationships to drive customer satisfaction and retention. Skilled in delivering high-quality solutions, optimizing workflows, and consistently achieving operational goals. Thrives in fast-paced environments with a proactive and solution-oriented mindset.
Overview
17
17
years of professional experience
Work History
Pro Account Coordinator
The Home Depot Pro Support Center
02.2020 - 01.2025
- Handled The Home Depot Pro customer requests through business-to-business, online, and third-party applications, ensuring a seamless experience
- Managed over 100 customer interactions daily, ensuring prompt and accurate order fulfillment and delivery coordination
- Communicated professionally via inbound calls, chat, and emails with internal and external business partners, providing issue resolution and after-sale follow-up
- Assisted customers throughout their journey, addressing invoice transmittals, quote requests, and other post-sale needs
- Maintained repeat business by delivering excellent customer service, accurate order processing, and resolution of order exceptions
Online Customer Service Representative
The Home Depot Online Contact Center
09.2015 - 02.2020
- Handled high call volumes, assisting customers with product inquiries, order tracking, and service recommendations
- Mediated resolutions between customers and internal departments, increasing issue resolution efficiency by 20%
- Achieved top performance metrics, including Long-Term Satisfaction (LTSA) and Customer Engagement Scores (CES)
- Enhanced delivery coordination processes, reducing errors by 10%
Customer Retention Agent
Comcast
04.2014 - 09.2015
- Successfully retained 85% of customers by offering personalized solutions and incentives
- Addressed customer concerns with a focus on rebuilding trust, leading to improved retention rates
- Developed and executed tailored customer retention strategies, boosting loyalty and engagement
Sales Coordinator
Holiday Inn Trustmark Park
08.2008 - 04.2014
- Supported sales team with accurate customer data and territory sales reports, enhancing decision-making
- Increased operational efficiency by coordinating and finalizing sales proposals
- Collaborated with production teams to optimize delivery schedules, reducing delays by 15%
Education
High School Diploma -
05.2004
Skills
- Customer Relationship Management (CRM)
- Account Management & Oversight
- Training & Development
- Customer Retention Strategies
- Quality Assurance & Regulatory Compliance
- Problem Resolution & Conflict Management
- Sales & Order Coordination
- Customer service
Timeline
Pro Account Coordinator - The Home Depot Pro Support Center
02.2020 - 01.2025
Online Customer Service Representative - The Home Depot Online Contact Center
09.2015 - 02.2020
Customer Retention Agent - Comcast
04.2014 - 09.2015
Sales Coordinator - Holiday Inn Trustmark Park
08.2008 - 04.2014
Natchez High School - High School Diploma,
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