Liane Johnson
Wichita,ks
Summary
Dynamic leader with a proven track record at ADT, excelling in coaching and mentoring, and performance monitoring. Elevated team performance and customer loyalty through effective conflict resolution and a strong focus on customer service. Skilled in fostering diversity and inclusion, achieving high service level scores, and enhancing employee skills and team dynamics.
Overview
5
5
years of professional experience
Work History
Team Lead
ADT
10.2022 - Current
- Coached new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Live listen to calls and provide coaching around opportunities
Account Management Assist Line Agent
ADT
10.2021 - 10.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
AS1 Account Management
ADT
02.2020 - 10.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Achieved high service level scores by effectively resolving customer issues during first contact.
- Supported peers through knowledge sharing, collaboration efforts resulting in enhanced team dynamic and heightened productivity levels.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
Education
GED -
WATC
Wichita, KS07-2005
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Quality control
- Employee evaluation
- Diversity and inclusion
- Relationship building
Timeline
Team Lead
ADT
10.2022 - Current
Account Management Assist Line Agent
ADT
10.2021 - 10.2022
AS1 Account Management
ADT
02.2020 - 10.2021
GED -
WATC
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