Russell Johannsen
FORT LAUDERDALE,FL
Summary
Conscientious Customer Service Agent with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Publix Grocery Store
FORT LAUDERDALE, United States
04.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative Contractor
Columbia Marketing Corporation
FORT LAUDERDALE, United States
01.2020 - 03.2020
- Compiled customer feedback and recommended service delivery improvements to management
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Investigated and resolved accounting, service and delivery concerns
- Performed data entry with filemaker to record call notes, suggestions and questions
Customer Service Manager
Leboy Nightclub/Late Night Liquor
FORT LAUDERDALE, United States
02.2015 - 12.2019
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Broadened strategic business plans to promote growth and sales goals while managing 34 associates and building long-lasting customer relationships.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Realtor Associate
Weichert Realtors Best Beach
FORT LAUDERDALE, United States
07.2013 - 09.2015
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Liaised between property owners and prospective buyers to facilitate purchase and transfer of ownership
- Advised and informed prospective clients on current market activities and conditions
Customer Service Manager
Boom Nightclub
WILTON MANORS, FL
06.2009 - 02.2014
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
- Exceeded team goals and collaborated with staff members
to implement customer service initiatives - Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Completed special projects by using effective decision making, critical thinking and time management skills
Education
Associate of Arts - Business Administration
Seminole Community College
Sanford, FL06.1982
Associate of Arts - Business Administration And Management
University of Central Florida
Orlando, FL12.1985
Skills
- Ability to Type/or use a keyboard with sufficient speed
- Money handling abilities
- Complaint resolution
- Customer Service
- Friendly service mentality
- Dependable and Responsible
- Organization and Time Management
- Aware oh hazardous situations and able to handle emergencies as needed
- Ability to work well with others as part of a team, meet the public, and work under stressful situations
- Able to read documents, follow instructions, learn and understand ticketing procedures, rules and regulations
- Ability to work shift work and/or overtime
- Ability to obtain FAA clearance
Certification
Realtor Associate License
Timeline
Customer Service Associate
Publix Grocery Store
04.2020 - Current
Customer Service Representative Contractor
Columbia Marketing Corporation
01.2020 - 03.2020
Customer Service Manager
Leboy Nightclub/Late Night Liquor
02.2015 - 12.2019
Realtor Associate
Weichert Realtors Best Beach
07.2013 - 09.2015
Customer Service Manager
Boom Nightclub
06.2009 - 02.2014
Associate of Arts - Business Administration
Seminole Community College
Associate of Arts - Business Administration And Management
University of Central Florida