Sophia Johnston
Business Owner
Mount Juliet,TN
Summary
Successful Manager with 10+ Years of Experience in Customer Service Objective: Dedicated and skilled manager with a proven track record in customer service and a diverse background in various roles. Committed to addressing customer concerns with speed, accuracy, and professionalism. Seeking opportunities to leverage my expertise and contribute to the success of an organization.
Overview
18
18
years of professional experience
Work History
Chef/Owner Chef
Phias Kitchen LLC
08.2017 - Current
- Successfully operated and managed Chef Phias Kitchen, demonstrating entrepreneurial skills
- Delivered culinary excellence and customer satisfaction.
Ticket/Gate Agent (Customer Service Agent)
Unifi aviation
03.2023 - 08.2023
- Responsible for assisting customers with travel information and ensuring a smooth boarding process
- Expertise in escorting unaccompanied minors and disabled passengers
- Consistently maintain a high level of professionalism and accuracy in a fast-paced airport environment.
Tech Support/CSR/Manager
Concentrix
10.2020 - 03.2023
- Worked on the Coinbase project, providing Tier 2 tech support
- Proficient in troubleshooting customer account issues, including phone number and name changes, password resets, removal of restrictions, and more
- Handling cryptocurrency transactions, ID verification, and KYC procedures., - Homeschooled children from head start to 11th grade with a focus on education and individual development.
Cafeteria Worker
Express Employment Professionals
08.2021 - 01.2022
- Efficiently manage cafeteria operations in K-12 schools
- Ensure a safe and clean environment for students while serving meals
- Tier 2 Technical / Chat Support
Property and Casualty Insurance Agent/ Prior Authorization Claim Specialist
Sitel
01.2020 - 06.2021
- Specialized in property and casualty insurance sales, prior authorization, health, life insurance, and insurance verification.
Walmart Distribution Center, Walmart
01.2019 - 03.2021
- Contributed to various functions, including machine operation, picking, packing, stowing, billing, coding, and quality control.
Banking Specialist
CONVERGENT OUTSOURCING
12.2015 - 01.2021
- Managed consumer and commercial accounts with responsibilities ranging from activations to fraud disputes and account changes.
Manager and Tax Preparer
Jackson Hewitt
12.2016 - 04.2020
- Led and trained teams, managed office operations, and prepared taxes
- Ensured accuracy and maximized refunds for customers.
American Express Global Business Travel
01.2017 - 08.2019
- Provided excellent customer service and managed travel arrangements
- Developed expertise in the travel industry, fare rules, and industry regulations.
CSR/Order Entry Foodservice/Technology Consultant
Franke Resupply
11.2015 - 12.2016
- Managed orders from owner operators of franchises, including McDonald's and Burger King
- Proficiently handled numerous calls daily, ensuring prompt service.
Stower/Picker
Amazon Fulfillment Associates
01.2015 - 10.2015
- Responsible for stowing and picking items in a fast-paced warehouse environment.
Childcare Provider, Sophia's Daycare
02.2006 - 07.2015
- Operated an in-home daycare serving up to 20 children
- Ensured children's safety, cleanliness, and organized activities.
CSR - Customer Service Representative
Verizon Wireless, Cellular & More
01.2014 - 09.2014
- Managed customer accounts, sold products, plans, and services, and provided exceptional customer service.
Order Entry Specialist
Comcast Nashville TN
06.2011 - 12.2013
- Handled customer requests for internet, TV, and phone services, including package changes and payments.
Quality Assurance Analyst
Asurion
12.2009 - 06.2011
- Worked on customer accounts, managing phone insurance claims and policies
- Ensured customer satisfaction and addressed insurance-related needs.
CSR, Convergys
03.2008 - 11.2009
- Worked in a call center environment, handling AT&T customer accounts and sales.
MC
Sears Antioch TN
12.2006 - 03.2008
- Assisted customers and associates with stocking and store operations.
retail sales
CSR, Target Antioch TN
07.2005 - 12.2006
- Customer service, and operational support.
Education
High school diploma or GED - undefined
Stewart County Adult High School
Dover, TNAssociate's degree - Health Science
Volunteer State Community College
Gallatin, TNSkills
- Proficient in
- Microsoft Office, including Word and Excel
- Experienced in order entry, customer service, and technical support
- Strong attention to detail and excellent written communication skills
- Proficient in multitasking and meeting productivity goals
- Certified in Property & Casualty Insurance and hold a Class D license
- Assessments:
- Proficient in written communication, attention to detail, technical support, call center customer service
- Administrative assistance, and more
Timeline
Ticket/Gate Agent (Customer Service Agent)
Unifi aviation
03.2023 - 08.2023
Cafeteria Worker
Express Employment Professionals
08.2021 - 01.2022
Tech Support/CSR/Manager
Concentrix
10.2020 - 03.2023
Property and Casualty Insurance Agent/ Prior Authorization Claim Specialist
Sitel
01.2020 - 06.2021
Walmart Distribution Center, Walmart
01.2019 - 03.2021
Chef/Owner Chef
Phias Kitchen LLC
08.2017 - Current
American Express Global Business Travel
01.2017 - 08.2019
Manager and Tax Preparer
Jackson Hewitt
12.2016 - 04.2020
Banking Specialist
CONVERGENT OUTSOURCING
12.2015 - 01.2021
CSR/Order Entry Foodservice/Technology Consultant
Franke Resupply
11.2015 - 12.2016
Stower/Picker
Amazon Fulfillment Associates
01.2015 - 10.2015
CSR - Customer Service Representative
Verizon Wireless, Cellular & More
01.2014 - 09.2014
Order Entry Specialist
Comcast Nashville TN
06.2011 - 12.2013
Quality Assurance Analyst
Asurion
12.2009 - 06.2011
CSR, Convergys
03.2008 - 11.2009
MC
Sears Antioch TN
12.2006 - 03.2008
Childcare Provider, Sophia's Daycare
02.2006 - 07.2015
retail sales
CSR, Target Antioch TN
07.2005 - 12.2006
High school diploma or GED - undefined
Stewart County Adult High School
Associate's degree - Health Science
Volunteer State Community College
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