Oma Johnston
East Orange
Summary
Customer support professional with extensive experience providing phone and email assistance, managing orders, and offering technical support. Proven problem-solver with a track record of improving user experiences, including redesigning an online order form to reduce customer confusion. Skilled in communication, organization, and multi-tasking from administrative roles, enhancing service quality and efficiency. Strong technical foundation paired with a commitment to customer satisfaction, ready to bring expertise and dedication to a new role.
Overview
18
18
years of professional experience
Work History
Senior Email Developer (Remote)
Merkle, Inc
02.2017 - 08.2021
- Built and setup error-free dark-mode compatible responsive email campaigns and templates in Salesforce Marketing Cloud using html, css and ampscript
- Coded dynamic content and mapped variables within the campaign setup to drive versioning and customization of the emails
- Render tested and analyzed internal and third party HTML code to ensure proper rendering across ISPs and platforms
- Worked with account production managers in coordinating and communicating content change requests and campaign production schedule
- Served as a manager to junior developers and provided guidance and leadership
Email and Web Technical Specialist
National Committee to Preserve Social Security and Medicare
08.2011 - 10.2012
- Implemented online newsletters, email campaigns, and other special communications via a content management system and an email service provider
- Assisted with production of web projects
- Updated and tested microsites and landing pages
- Tracked and reported on effectiveness of email campaigns and landing pages
Customer Support Representative (Remote)
Cloud 10 Corporation
11.2009 - 04.2010
- Handled inbound customer service calls from current customers
- Provided up-selling of company services such as digital cable packages
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
Market Research Interviewer
Pioneer Marketing Research
08.2008 - 03.2009
- Conducted nationwide telephone surveys to collect data on various subject matters using the CATI and PUTTY databases
Administrative Assistant
Electronic Campus/Adult Learning Campaign
02.2005 - 04.2006
- Updated Electronic Campus databases via web interface
- Maintained existing databases of presidents and coordinators of institutions participating in the Electronic Campus
- Produced correspondence (usually e-mail) to institutional coordinators
- Handled incoming phone calls and information requests
- Assisted with preparations for conferences and meetings
- Managed filing system, entered data and completed other clerical tasks
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
Customer Service and Website Assistant
Vault Inc.
07.2003 - 08.2004
- Provided customer service to customers and prospective buyers; took orders over the phone or via email
- Processed and mailed book orders daily
- Provided technical support for online downloads of Vault products
- Updated sections of Vault.com website with news articles, graphic images, banners, and charts
- Updated FAQs section of Vault.com website pertaining to Vault guides and Vault membership
Education
Bachelor of Arts - Business Communication with a specialization in Graphic Communication
Baruch College/CUNY
New York, NY05.2002
Skills
- Microsoft Office (Word, Excel, PowerPoint)
- MS Office 365
- Google Sheets
- Adobe Photoshop
- Illustrator
- Dreamweaver
- Salesforce Marketing Cloud
- Responsys
- HTML
- CSS
- JavaScript
- Responsive design
- Email Campaign Management
- Windows and Mac platforms
- Attention to Detail
- Self-management
- Problem Solving
- Multitasking
- Active Listening
- Typing: 80 wpm
Typing speed
80 wpm
Timeline
Senior Email Developer (Remote)
Merkle, Inc
02.2017 - 08.2021
Email and Web Technical Specialist
National Committee to Preserve Social Security and Medicare
08.2011 - 10.2012
Customer Support Representative (Remote)
Cloud 10 Corporation
11.2009 - 04.2010
Market Research Interviewer
Pioneer Marketing Research
08.2008 - 03.2009
Administrative Assistant
Electronic Campus/Adult Learning Campaign
02.2005 - 04.2006
Customer Service and Website Assistant
Vault Inc.
07.2003 - 08.2004
Bachelor of Arts - Business Communication with a specialization in Graphic Communication
Baruch College/CUNY
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