Steve Johnson
Union City,GA
Summary
Results-oriented Customer Care Specialist leveraging data analysis and CRM expertise to enhance service quality. Improved customer satisfaction and operational efficiency through innovative problem-solving and cross-functional collaboration. Committed to driving business process improvements and building strong client relationships.
Overview
10
10
years of professional experience
Work History
Advisor
The Coca-Cola Company
Atlanta, GA
09.2015 - Current
- Foster strong customer relations, enhancing service quality and retention.
- Streamlined customer service processes, resulting in significant reduction in response times and improved client satisfaction scores.
- Implemented new approach to account management, preventing potential losses and strengthening client relationships.
- Prevent account losses by addressing discrepancies with decisive actions.
- Resolve technical issues swiftly, leveraging expertise for effective solutions.
- Guide customers through billing, ensuring clarity and ease of payment setup.
- Partnered with cross-functional teams to develop and execute strategies that drove measurable improvements in service quality.
- Provided insights to leadership on customer retention and service trends.
Customer Care Specialist
Academy Sports + Outdoors
Katy, TX
04.2025 - 12.2025
- Leveraged CRM and reporting tools to track order accuracy, customer satisfaction, and response times, providing actionable insights to management.
- Collaborate cross-functionally with fulfillment, logistics, and IT teams to resolve escalated issues and improve end-to-end order accuracy.
- Maintain professionalism and empathy while resolving complex customer concerns across multiple communication channels.
- Analyzed customer feedback and inquiry trends to identify root causes of recurring issues, informing service process improvements and minimizing repeat contacts.
- Supported implementation of new digital support tools and workflows, enhancing service efficiency and reducing response times.
Customer Service Specialist
Nike
Atlanta, GA
02.2017 - 06.2024
- Drove sales growth through targeted customer education on promotions, consistently surpassing performance targets with a strategic, relationship-focused approach.
- Educated customers on product features and benefits, enhancing shopping experience and driving customer satisfaction.
- Communicated promotional offers to customers to drive sales growth.
- Delivered primary customer support to internal and external customers in fast-paced environment, ensuring timely resolution of inquiries.
- Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs.
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach.
- Communicated customer preferences and service improvement suggestions to management, contributing to enhanced service strategies.
Education
Bachelor Of Arts -
The Art Institute Of Atlanta
Atlanta, GA05.2013
Skills
- Salesforce
- Data Analysis
- Customer relationship management
- Project Management
- Adobe Creative Suite
- Business Process Improvement
- Customer Operations
Timeline
Customer Care Specialist
Academy Sports + Outdoors
04.2025 - 12.2025
Customer Service Specialist
Nike
02.2017 - 06.2024
Advisor
The Coca-Cola Company
09.2015 - Current
Bachelor Of Arts -
The Art Institute Of Atlanta