Marcy Johnson
Ontario
Summary
Seasoned professional with 20 years of experience in customer service roles, adept at problem-solving, and time management. Excelled as a dispatcher and customer service representative, managing customer expectations and resolving complaints. I am seeking a customer service representative position to leverage my service coordination and client relations expertise. Resourceful Inbound Specialist known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, problem-solving, and workflow optimization. Excel in communication, team collaboration, and adaptability, ensuring seamless operations and enhanced customer satisfaction.
Overview
19
19
years of professional experience
Work History
Case Manager
TEKsystems
05.2025 - Current
- Provide empathetic, clear support for open recalls, product updates, and radio/navigation codes; listen actively and resolve customer questions and complaints with patience.
- Blend logical analysis and creative problem-solving to evaluate issues and recommend appropriate goodwill gestures when warranted.
- Coordinate with AHM field staff, dealer personnel, and national teams to route cases and drive timely resolutions that preserve customer satisfaction and repurchase intent.
- Document customer interactions thoroughly and accurately to inform Voice of the Customer reporting and ensure consistent follow-up.
- Manage high call volumes across multiple systems, prioritize tasks to meet objectives, and maintain professional written and verbal communication.
- Follow directions, minimize distractions for teammates, and contribute as a focused, reliable team player while also working independently.
- Coordinated care plans for clients, ensuring alignment with individual needs and goals.
- Facilitated communication between clients and service providers to enhance support services.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
Gig Worker
Uber/Lyft/Amazon Flex
12.2016 - 05.2025
- Customer Assistance: Help customers with open recalls, product updates, and radio/navigation codes.
- Issue Resolution: Address and resolve customer questions and complaints.
- Case Management: Dispatch cases to the appropriate department or queue.
- Multi-tasking: Manage high volumes of calls and use multiple computer systems simultaneously.
- Provide safe and punctual transportation for passengers, upholding the highest standards of service and reliability.
- Manage clerical and administrative tasks efficiently, ensuring seamless operations and data integrity within databases.
- Develop and prepare informational and reference materials to enhance resource accessibility and utility.
- Delivered exceptional customer service by efficiently managing ride requests and ensuring passenger satisfaction.
- Navigated various routes using GPS technology to optimize travel time and enhance efficiency.
Reservations Agent
KLS Worldwide Chauffeur Services
04.2022 - 06.2022
- Managed customer bookings and verified critical travel details, ensuring accurate and efficient transportation services.
- Maintained high-level customer service while handling a high volume of incoming calls, and addressing client inquiries and requests.
- Managed customer inquiries and bookings through phone and online platforms.
- Coordinated transportation logistics to ensure timely arrivals and departures.
Dispatcher/ Customer Service Representative
A List Limousine
01.2015 - 02.2017
- Coordinated service schedules and equipment use, ensuring optimized allocation and timely response to customer requests.
- Dispatched chauffeurs and service vehicles to various locations, adhering to client specifications and operational needs.
- Addressed and resolved customer complaints through multiple communication channels, maintaining high levels of customer satisfaction.
- Coordinated transportation schedules to optimize fleet utilization and ensure timely service delivery.
- Monitored vehicle locations using GPS tracking systems to enhance operational efficiency and response times.
Groups Coordination Manager
Select Limousine Service
04.2007 - 02.2014
- Managed customer inquiries effectively, ensuring high-quality service and support delivery.
- Maintained accurate data entry and verification, ensuring the integrity of client records and operational logs.
- Coordinated rate calculations and provided quotations for various transportation services, including limousine and coach charters.
- Coordinated logistics for client transportation, ensuring timely and efficient services.
- Developed and implemented operational procedures to enhance service quality and customer satisfaction.
Education
Certificate - Management/Supervision
Los Angeles Southwest College
Los Angeles05.2023
No Degree - Accounting
West Los Angeles College
Los Angeles05.2012
Certificate - Computerized Travel and Hospitality
MTI Business College
Colton09.1996
No Degree - Computer Science
Grambling State University
Grambling05.1996
GED -
Pasadena High School
Pasadena05.1987
Skills
- Microsoft Office Suite
- Customer service
- Case management
- Issue resolution
- Call handling
- Communication skills
- Attention to detail
- Active listening
- Empathy and patience
- Call center experience
- Conflict resolution
Personal Information
Title: Case Manager
Timeline
Case Manager
TEKsystems
05.2025 - Current
Reservations Agent
KLS Worldwide Chauffeur Services
04.2022 - 06.2022
Gig Worker
Uber/Lyft/Amazon Flex
12.2016 - 05.2025
Dispatcher/ Customer Service Representative
A List Limousine
01.2015 - 02.2017
Groups Coordination Manager
Select Limousine Service
04.2007 - 02.2014
Certificate - Management/Supervision
Los Angeles Southwest College
No Degree - Accounting
West Los Angeles College
Certificate - Computerized Travel and Hospitality
MTI Business College
No Degree - Computer Science
Grambling State University
GED -
Pasadena High School