Mia Johnson
Houston,TX
Summary
Engaging and patient customer service professional with 5+ years of experience responding to all types of customer inquiries. Eager to join and grow customer loyalty and maintain the highest level of customer service. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
12
12
years of professional experience
Work History
Front Desk Receptionist
JC Auto Body Repair
04.2023 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled a high volume of incoming calls, effectively directing inquires and messages to appropriate staff members.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Enrollment Specialist
Public Partnerships, PPL
01.2020 - 03.2023
- Answered average of 30+ calls, emails, and faxes per day, addressing customer inquiries, solving problems and providing program information.
- Connected patients with available community and charitable resources.
- Assisted providers with navigating online portal systems, enhancing user experience and expediting application submissions.
- Served as a subject matter expert, providing guidance and support to junior team members on complex enrollment cases.
- Reduced errors in provider applications with meticulous attention to detail and thorough review procedures.
- Handled escalated enrollment cases with professionalism and tact, ensuring positive outcomes for both providers and the organization.
- Collaborated with cross-functional teams for timely resolution of enrollment issues, improving overall customer satisfaction.
Call Center Customer Service Representative
Asurion
08.2017 - 03.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
Desk Assistant
Lamar's Disability Resource Center
07.2015 - 07.2017
- Answered caller or visitor inquiries on a huge variety of topics
- Found creative solutions to resolving diverse customer problems
- Coordinated board and committee meetings, including schedules, information preparation and distribution
- Remained solutions-oriented in face of complex problems to assist management and overall business direction
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired
Kohls Cashier/Customer Service Representative
Kohls Cashier
01.2013 - 11.2016
- Greeted customers with a cheerful smile
- Answered customers questions on purchases, store policies, and store returns
- Guided customer disputes on purchases, store policies and store returns
- Accepted customer payments, and made change when necessary
- Found creative solutions to resolving diverse customer problems
- Answered inbound calls and assisted them with their inquiries
- Regularly exceeded daily sales and product add-on quotas
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 25% decrease in cancellations
Substitute Teacher
Kelly Services
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
Skills
- Dependable, reliable and able to perform duties with minimal supervision
- Ability and Knowledge of Basic Computer Skills
- Previous customer service and customer care experience
- Scheduling appointments
- Computer Proficiency
- Successful in assisting with conflict resolution
- Outbound calls
- Ability to multi-task and be comfortable in a fast-paced worked setting while remaining diligent to accuracy
- Strong critical thinking, problem solving and judgment skills, with the ability to make sound and reasonable decisions through careful evaluation and understanding of the impact of those decisions
Timeline
Front Desk Receptionist
JC Auto Body Repair
04.2023 - Current
Enrollment Specialist
Public Partnerships, PPL
01.2020 - 03.2023
Call Center Customer Service Representative
Asurion
08.2017 - 03.2020
Desk Assistant
Lamar's Disability Resource Center
07.2015 - 07.2017
Kohls Cashier/Customer Service Representative
Kohls Cashier
01.2013 - 11.2016
Substitute Teacher
Kelly Services
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