Patrick Johnson
Stratford,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.
Overview
27
27
years of professional experience
Work History
Customer Service Associate
Wawa
06.2017 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Resolved escalated customer complaints effectively while maintaining composure under pressure.
- Coached junior associates on best practices for managing difficult situations, boosting overall team performance.
- Established rapport with clients by actively listening to their needs and personalizing interactions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Manager
Walmart
06.2011 - 05.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of 3-12 front end cashiers, fostering a positive work environment focused on teamwork and collaboration.
- Created and reviewed invoices to confirm accuracy.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained accurate financial records across various locations within the facility
- Securely transported a significant amount of money to and from various locations within the facility
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Correctional Officer
State of Florida Department of Corrections
08.2003 - 07.2006
- Managed high-risk situations with professionalism and composure, ensuring safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted accurate routine and emergency head counts between 1 to 144 inmates.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout prison complex regularly.
- Worked in high risk areas from isolation cells to contagious medical areas.
Unarmed Security Officer
Allied Security
01.1998 - 03.2003
- Completed full building and grounds patrols to spot and investigate concerns.
- Directed guests around building and answered accessibility questions.
- Contributed to a positive work environment through excellent teamwork and collaboration with colleagues.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Prevented theft and vandalism by maintaining a visible presence and closely monitoring surveillance cameras.
- Enhanced safety by conducting thorough and regular patrols of premises.
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on premises.
- Responded quickly to incidents and assessed active situations for security concerns.
- Consistently maintained compliance with all site-specific guidelines, regulations, policies, procedures while carrying out duties as Unarmed Security Officer.
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Provided exceptional customer service to clients, addressing concerns and providing appropriate solutions.
Education
Certification - Correctional Officer Certification
Valencia College Criminal Justice Institute
Orlando, FL2003
High School Diploma -
Winter Park High School
Winter Park, FL1994
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Complex Problem-Solving
- Customer Complaint Resolution
- POS System Operation
- Multi-Line Phone Systems
- Regulatory Compliance
- Safety Regulations
- Calm and Professional Under Pressure
- Computer Skills
Languages
German
Native or Bilingual
Timeline
Customer Service Associate
Wawa
06.2017 - Current
Customer Service Manager
Walmart
06.2011 - 05.2017
Correctional Officer
State of Florida Department of Corrections
08.2003 - 07.2006
Unarmed Security Officer
Allied Security
01.1998 - 03.2003
Certification - Correctional Officer Certification
Valencia College Criminal Justice Institute
High School Diploma -
Winter Park High School
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