PHILLIP JOHNSON II
Temecula,CA
Summary
Customer Service Specialist with over four years of experience in providing top-notch service and finding ways to improve customer satisfaction. Skilled in technical support, data analysis, and leading teams, with a focus on mentoring, and helping others grow. Always looking for ways to use technology and new strategies to help businesses grow and run more smoothly. Currently diving deeper into Information Technology studies to expand my technical skills and keep up with the latest trends. Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
7
7
years of professional experience
Work History
Tech Support Specialist
Amazon Fulfillment Center
03.2023 - Current
- Led technical support initiatives to resolve hardware and software issues across diverse devices, including desktops, laptops, and mobile technologies.
- Installed, upgraded, and maintained printers and other authorized peripheral equipment to ensure operational efficiency.
- Delivered phone based troubleshooting for hardware diagnostics and coordinated part dispatch for timely resolutions.
- Collaborated with cross-functional teams to enhance service efficiency and identify improvement opportunities.
- Hybrid
- Resolved technical issues for employees using Amazon fulfillment systems.
- Collaborated with teams to improve troubleshooting processes and efficiency.
- Communicated effectively with users to understand and diagnose problems.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Tracked customer requests from initial contact through resolution.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Inbound and Outbound Warehouse Associate
Amazon Fulfillment Center
Perris, USA
11.2020 - 03.2023
- Conducted daily equipment inspections and minor maintenance to ensure forklift safety and reliability.
- Managed the safe transport of heavy pallets, adhering to strict safety and organizational protocols.
- Supported inventory management through efficient product sorting, packing, and labeling.
- Perris, CA
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Used scanners to track parcel information, condition or receipt.
Crew Member
Panera Bread
Menifee, USA
12.2018 - 11.2020
- Delivered outstanding customer service in high-volume, fast-paced environment.
- Assisted Customers with menu selections, showcasing product knowledge and upselling opportunities.
- Ensured compliance with health and safety standards by maintaining proper food and handling sanitation practices.
- Menifee, CA
- Maintained cleanliness and organization in dining and kitchen areas.
- Collaborated with team members to ensure efficient service during peak hours.
- Operated cash register, processed transactions, and handled customer payments.
- Trained new crew members on operational procedures and customer service standards.
Education
Associate of Applied Science - Information Technology
Aiken Technological University
Aiken, SC06-2027
A.S. - Information Technology
Mt. San Jacinto College
Menifee, CA01.2020
Some College (No Degree) -
The Linux Foundation
Aiken, SCSkills
- Customer service excellence
- Customer retention strategies
- Conflict resolution
- Attention to detail
- Time management
- Adaptability
- CRM software
- Data analysis
- Tech savvy
- Technical troubleshooting
- Critical thinking
- Problem solving
- Team collaboration
- Technical support
- Problem resolution
- Software installation
- Account management
- Application installations
- Effective communication
- Customer service
- Customer support
- Appointment scheduling
- Account updating
- Desktop support
- Issue troubleshooting
Timeline
Tech Support Specialist
Amazon Fulfillment Center
03.2023 - Current
Inbound and Outbound Warehouse Associate
Amazon Fulfillment Center
11.2020 - 03.2023
Crew Member
Panera Bread
12.2018 - 11.2020
Associate of Applied Science - Information Technology
Aiken Technological University
A.S. - Information Technology
Mt. San Jacinto College
Some College (No Degree) -
The Linux Foundation