Michele Johnson

• Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
• Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
• Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
• Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
• Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
• Coordinated closely with other departments for cross-functional issue resolution when necessary.
• Generated reports to track performance and analyze trends.
• Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
• Walked user through series of steps to determine problem and implement likely solution.
• Responded to inquiries by phone, email and walk-up requests.

Analyzed and resolved complex data discrepancies significantly improving end user data quality and minimizing need for report fixing.

Established up to 100 incident tickets in Remedy via email. webmail or fax technologies

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• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Implemented and developed customer service training processes.