Shalaressa Johnson

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

• Process all hardware reclamation label requests using the Customer Relationship Management (CRM) system and direct emails

• Process assigned service requests using the CRM for status updates, fulfillment requests and tracking information

• Provide daily reclamation and cancellation files to vendor; update master files

• Work with schools and teachers directly to reclaim computers

• Process live inbound calls from auto dialer batch

• Make live outbound calls to recover hardware

• Handle vendor cancelled recoveries

• Manage reclamation email inbox for all types of requests and escalations from schools, teachers, and families

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer experience by providing courteous, efficient service, resulting in increased sales of recommended items.
• Processed (100+} customer transactions daily, ensuring accuracy in cash handling and inventory management.
• Priced and checked in merchandise, maintaining {500+) SKUs, enforcing asset protection procedures to minimize profit loss. Supported food safety by adhering to policies, resulting in zero health code violations over (6 months}.

• Provided comprehensive user support, including password resets and mobile device troubleshooting, enhancing system accessibility.

• Efficiently managed and created (50) Jira tickets to streamline project tracking and issue resolution.

Identified key trends in customer issues, leading to process

enhancements that boosted customer satisfaction by {10%}.

• Escalated critical bugs for (25a users, adhering to strict escalation

protocols, ensuring timely issue resolution.

• Successfully migrated over (300GB} of files from SharePoint to OneDrive, enhancing file accessibility and collaboration.

• Boosted client engagement by setting up automated emails, Ads for

Facebook/Google, and SEO for (100} users.

• Transferred and connected domains for (30) sites, managing DNS and MX records to ensure seamless web presence.

• Supported team lead in control room operations and data entry, contributing to team efficiency and support.

• Contributed to team cohesion and skill development by organizing

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners

• Diagnosed and resolved various hardware and software issues for 7,000+ end users via video calls, telephone, and remote support in a 24• 7 365 enterprise environment

• Assist customer with Router setup Troubleshooting Wi-Fi networks, Performed imaging, software and VPN troubleshooting and upgrades, connecting devices to network Help customers open ports and create reservations, and bridge network
• Help Change SSID and Passwords Assist with any account changes Work with pro installers with setting up in a customers home Working with the fulfillment center to process orders and replacement and communicating with clients for shipment status and receipt of equipment

• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Streamlined checkout process for increased efficiency and reduced waiting times.

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.