LaShaun Johnson
VIRGINIA BEACH,VIRGINIA
Summary
Knowledgeable and dedicated customer service professional with experience in the HCM industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Client Support Specialist
ADP
05.2019 - Current
- Provides quality communication, product knowledge, and customer support for each client.
- Seek opportunities to enhance internal procedures, while working with other business partners to improve the client experience.
- Resolves client service issues in a timely manner and escalate necessary issues to other departments.
- Identifies clients at risk and execute proactive outreach and intervention.
- Delivers outstanding service to clients to not only maintain but to extend relationships for future business opportunities.
- Maintains strict confidentiality procedures to ensure data integrity.
- Research issues and take appropriate action to ensure speedy resolution.
Customer Advocate
Cox Communications
09.2016 - 09.2017
- Documented customer concerns and inquiry resolutions in the computer system
- Listened to customers in an active and open manner in order to assess issues and provide accurate information
- Accessed multiple databases to investigate customer questions and concerns Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Provided an elevated customer experience to generate a loyal clientele.
Technical Support Representative
Cox Communications
04.2014 - 08.2016
- Demonstrated professionalism and courtesy with customers at all times
- Identified and solved technical issues with a variety of diagnostic tools
- Researched, troubleshot and resolved complex problems independently
- Appropriately documented all transactions and pertinent interactions
- Identified potential sales and cross-selling opportunities.
Education
Associate of Applied Science - Business Management
Tidewater Community College
2013
Skills
- Active listening skills
- Exceptional communication skills
- Detail-oriented
- Excellent work ethic
- Strong interpersonal skills
- Knowledgeable in Workforce now
- Documentation and reporting
- Benefits and compensation
- Inquiry Assistance
- Assisting with Navigation
- Customer Data Confidentiality
Timeline
Client Support Specialist
ADP
05.2019 - Current
Customer Advocate
Cox Communications
09.2016 - 09.2017
Technical Support Representative
Cox Communications
04.2014 - 08.2016
Associate of Applied Science - Business Management
Tidewater Community College
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