Michelle Williams Johnson
Dayton,OH
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Advisor II
Concentrix/Avalon
07.2024 - 10.2024
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by providing personalized and knowledgeable assistance in selecting Apple products.
- Resolved technical issues for customers, resulting in increased brand loyalty and repeat business.
- Developed strong relationships with clientele through attentive listening skills, understanding their unique requirements before suggesting suitable solutions for their technology needs.
- Guided customers through software updates and troubleshooting processes patiently, ensuring they were confident about using their Apple devices.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Sales Representative
Cognizant/KForce
09.2023 - 12.2023
- Enhanced sales processes by utilizing CRM software to track client interactions and follow up on potential leads systematically.
- Increased sales revenue by consistently meeting and exceeding sales targets through strong relationship building and product knowledge.
- Provided exceptional customer service by addressing concerns promptly and offering tailored solutions, fostering customer loyalty.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Home Health Aide
Liberty Home Health Care
01.2017 - 12.2023
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team.
- Provided transportation and appointments management.
- Followed nutritional plans to prepare optimal meals.
Outbound Sales Scheduler
Intuit
03.2022 - 06.2022
- Sell a quickbooks software and complete the process of that sale from start and close sale with another team member via phone or email. Responsible for being very familiar with the product or service given a sales quota by management.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
Sales Representative
TruGreen/iQor
01.2022 - 04.2022
- Diagnosed lawn and garden issues and recommended targeted solutions.
- Detailed payment options and explained price, receipt and billing details to customers.
- Placed outbound customer service or customer satisfaction calls to follow up on inquiries.
- Educated clients on best practices for maintaining their lawns between service visits, fostering long-term relationships.
Customer Service Representative
Oakley/Luxottica
10.2020 - 01.2021
- Reviewed prescriptions and patient information carefully to identify special needs.
- Developed strong rapport with customers and created positive impression of business.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional customer service, addressing concerns and inquiries promptly and professionally.
- Delivered energetic responses to customers by telephone, going above and beyond to serve needs.
- Educated customers on proper eyewear care and maintenance, prolonging the lifespan of their glasses .
- Worked effectively in fast-paced environments.
Unemployment Claims Specialist
Randstad
08.2020 - 12.2020
- Followed up with customers on unresolved issues.
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
Production Operation
Khols
10.2017 - 12.2019
- Expedited order processing by utilizing a barcode scanner to accurately select items from shelves.
- Picked and packed order items.
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
Server
Wilmington Place
06.2017 - 09.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Served food and beverages promptly with focused attention to customer needs.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Customer Service Representative
Victoria Secret Direct
11.2015 - 02.2016
- Developed strong rapport with customers and created positive impression of business.
- Identified opportunities for upselling complementary items such as lingerie accessories or matching sets during consultations, boosting sales figures consistently.
- Assisted customers with finding the perfect fit for their body type, ensuring comfort and confidence in their purchase.
- Provided exceptional customer service, addressing concerns and resolving issues promptly and professionally.
- Contributed to the achievement of sales goals through excellent product knowledge and persuasive selling techniques.
- Enhanced store sales by effectively cross-selling and upselling products based on individual client needs.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Educated clients on proper care instructions for their purchases, extending the lifespan of their garments while maximizing satisfaction.
Education
No Degree - Practical Nursing
Hondros College of Nursing
Dayton06-2026
High School Diploma -
Virtual Community School of Ohio/ Vandalia Butler High School
07-2012
Skills
- Customer Service
- Excellent Communication
- Empathy and Patience
- Product/Service Knowledge
- Sales
- Sales Techniques
- CRM and Sales Tools
- Relationship Building
- Production Operator
- Inventory Management
- Order Picking and Packing
- Health Aide
- Patient Care
- Vital Signs Monitoring
- Time management
- Critical thinking
- Written communication
- Relationship building
- Analytical thinking
- Customer service
- Active listening
Skills
Excellent Communication: Strong verbal and written communication skills, active listening and clear articulation of information., Empathy and Patience: The ability to understand and relate to customers' concerns, and to remain calm and patient in challenging situations., Product/Service Knowledge: Comprehensive knowledge of the company's products or services is necessary to provide accurate and helpful information to customers., Sales Techniques: Demonstrating proficiency in various sales techniques, such as consultative selling, relationship building, and objection handling, showcasing ability to effectively sell products or services., CRM and Sales Tools: Experience using customer relationship management (CRM) software, point-of-sale (POS) systems, and other sales tools., Relationship Building: Ability to establish and maintain long-term relationships with customers demonstrating an aptitude for cultivating repeat business and generating customer loyalty., Inventory Management: Proficiency in inventory management practices, including receiving, organizing, and tracking inventory, ability to maintain accurate stock levels and ensure efficient warehouse operations., Order Picking and Packing: Skills in picking and packing orders accurately and efficiently. Ability to fulfill customer orders and maintain high levels of productivity., Patient Care: Expertise in providing personalized care and assistance to individuals in their homes, including activities of daily living (ADLs) such as bathing, dressing, feeding, and mobility support., Vital Signs Monitoring: Proficiency in measuring and recording vital signs such as blood pressure, temperature, pulse rate, and respiratory rate.
Timeline
Advisor II
Concentrix/Avalon
07.2024 - 10.2024
Sales Representative
Cognizant/KForce
09.2023 - 12.2023
Outbound Sales Scheduler
Intuit
03.2022 - 06.2022
Sales Representative
TruGreen/iQor
01.2022 - 04.2022
Customer Service Representative
Oakley/Luxottica
10.2020 - 01.2021
Unemployment Claims Specialist
Randstad
08.2020 - 12.2020
Production Operation
Khols
10.2017 - 12.2019
Server
Wilmington Place
06.2017 - 09.2017
Home Health Aide
Liberty Home Health Care
01.2017 - 12.2023
Customer Service Representative
Victoria Secret Direct
11.2015 - 02.2016
No Degree - Practical Nursing
Hondros College of Nursing
High School Diploma -
Virtual Community School of Ohio/ Vandalia Butler High School
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