Lovely Johnson
The Bronx,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Online Selling
Personal Business
- Selling a variety of commodities and products, including bulk and wholesale second-hand clothing, brand new fragrances and accessories
- Doing live selling and meet-up deliveries
- Ensuring product quality and customer satisfaction
- Creating payment plans and posting product images online
- Providing delivery alternatives across the Philippines.
- Optimized social media presence to engage customers, resulting in higher online visibility and interaction rates.
Customer Service Specialist (Sprint Telco Account)
IQOR Clark
05.2019 - 02.2020
- Used consultative techniques to understand customer needs and make strategic referrals
- Processed customer adjustments and provided first-rate customer service
- Collected customer feedback and made process changes to exceed satisfaction goals
- Addressed complaints and provided timely solutions
- Carried out opening and closing functions to meet operational needs.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Customer Service Representative (Microsoft Acct)
Sutherland Global Philippines
08.2018 - 05.2019
- Maintained customer satisfaction by addressing needs and resolving concerns
- Provided primary customer support
- Answered customer questions and evaluated account histories
- Cultivated customer loyalty and promoted repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Secretary to the Housekeeping Manager
Hilton Fujairah Resort
06.2013 - 12.2015
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Answered phone calls and completed daily report documents
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Education
High School Diploma -
Sapang Biabas Resettlement Elementary School
Phase 2 Camachiles Mabalacat City, Pampanga05.2010
Skills
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Multitasking and Prioritization
- Upbeat and Positive Personality
- CRM Software
- Time Management
- Billing Adjustments and Refunds
Timeline
Customer Service Specialist (Sprint Telco Account)
IQOR Clark
05.2019 - 02.2020
Customer Service Representative (Microsoft Acct)
Sutherland Global Philippines
08.2018 - 05.2019
Secretary to the Housekeeping Manager
Hilton Fujairah Resort
06.2013 - 12.2015
Online Selling
Personal Business
High School Diploma -
Sapang Biabas Resettlement Elementary School