Naquanna Johnson

* Responsible for maintaining high level customer service & staying within service level, exceeded daily target by 111%. Exceed targets for Call Center in Greenville South Carolina, and WFH Provided coaching within in the team and new hires to assure daily targets were met to match customer needs. Demonstrated complex problem solving skills to help decrease call back that ended in a 98% 7day call back resolution , and reduce repeated submitted tickets. * New Hire Experience/ Customer Satisfaction Created new templates for new hires to help stay consistent through out the calls that help their 3/ days maintain within the 90% tile Communicated with team throughout all calls to a strong team player and to help build self confidence. Shared best practice to lead by example ( during peer to peer coaching) SPC support maintain customer satisfaction and improving customer experience while assisting rep * CSST Experience Maintain a consistent work back that help bring all tickets types within service level. Target per day 40 tickets average 60-110 depending on ticket type. Assured all ACP tickets were align with USAC, ACSS and google sheet De-enrolled Customers that were no longer in SMART

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Handle high level billing issues making proper corrections on account.
• Partnered with outside vendors on behalf of Verizon to answer billing questions, make corrections, adding missing eligible promotions on or back to account.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Maintains accurate and up-to-date inventory records of all department parts, materials, tools and supplies in stock;
• Procures parts necessary for operations, maintenance and repair work;
• Communicates with vendors to obtain price quotes, to determine parts availability, to coordinate and expedite orders, and to resolve billing/shipping discrepancies;
• Assists with preparation of bid specifications and requests for bids on certain parts and equipment; Receives goods; reconciles invoices with purchase orders; processes invoices for payment;
• Organizes and stocks parts and supplies; Issues parts and supplies to personnel as needed; Ensures maintenance of accurate and complete inventory and purchasing records;
• Trains department personnel in parts room procedures as appropriate; Assists in annual audits; Attends training, workshops, meetings, etc., as appropriate to maintain or enhance job knowledge and skills;
• Performs routine clerical work as required, including preparing reports and records, entering and retrieving computer data, copying and filing documents, answering telephone, processing mail, sending and retrieving faxes, etc.; and Performs other related duties as assigned.
• Packed, secured, labeled and applied postage to materials to prepare items for shipment.
• Verified orders by comparing names and quantity of items packaged with shipping documents.
• Handled day-to-day shipping and receiving overseeing more than 150 packages per day

• Assisted in all areas of administrative work, including filing, completing and releasing orders for company product
• Managed cash stock and inventory balances accurately
• Managed daily office operations and maintenance of equipment as well as maintained accurate records for all business supplies
• Understood and utilized basic selling skills to properly engage and present solutions to customers.

• Assigned employees to specific duties prior to their shifts
• Setting goals and objectives Prepared deposits Providing assistance and support Emphasizing continuing development Providing opportunities for future growth and advancement Maintained high level inbound calls from customers Maintained register area in clean and organized manner
• Assisted in inventory control efforts and enforced safety procedures.