SUZETTE JOHNSON
Colchester,United States
Summary
Highly effective, proven, customer solutions leader, who focuses on emphasizing innovation and creativity while simultaneously driving excellent customer experience. A dynamic communicator; who consistently exceeds goals and company expectations; with admirable interpersonal skills, dependable and dedicated, with a willingness to take on added responsibility to meet tight deadlines.
Overview
18
18
years of professional experience
Work History
Inside Sales
Gerber Technology
01.2024 - Current
- Proficiently manage the installation base of customer accounts and revenue targets, as well as sales of the products
- Identify potential customers, assess their needs, and guide them through the sales process from prospecting, qualifying, quoting, negotiating, and closing proposals
- Streamlined the inside sales process for improved efficiency and quicker response times to client inquiries.
- Increased sales revenue by developing and implementing effective inside sales strategies.
Member Service
Charter Oak Federal Credit Union
02.2023 - 01.2024
- Company Overview: Website: [not provided]
- Open accounts for new customers; prepare new account paperwork, and applications and request the required identification
- Promote and upsell credit cards available through the financial industry as well as banking services to current and potential customers
- Assist in community awareness events to increase bank outreach and foster new business opportunities
- Proactively identify and inform customers of account status deficiencies and disputed transactions while providing options to resolution
- Process and post various loan payments, record information in the database, and issue a receipt confirming the transaction
- Website: [not provided]
Call Center Director
Meridian Medical Management (Care Cloud INC.)
09.2020 - 07.2022
- Company Overview: Website: [not provided]
- Management of the enterprise-wide 30 agents Call Center Team, including domestic and offshore agents
- Strategic planning and execution of all Call Center Operations, including open communication with regional Call Center Managers and Associate Directors
- Successfully implemented and established an incentive program for call centers agents resulting in 78% retention rate, from a previous 48% rate
- Fostered an atmosphere of blending drive, energy, creativity, pragmatism, results orientation, fun, value-add, teamwork; focused on the company’s success first and foremost
- Generated an end-to-end delivery framework; with focus on compliance; from initiation, planning, execution, and monitoring to control, status reporting, and eventual closure
- Forecasted call volume and allocated resources to achieve clients’ service level agreements resulting in a consistent 90% first call resolution rate, from a previous 45% rate
- Key contributor in retaining a client with multi-million dollar revenue, by implementing a 3-tier call center structure ensuring that client had real time resolution to all concerns
- Website: [not provided]
Customer Service Manager
Gerber Technology
12.2016 - 09.2020
- Company Overview: Website: [not provided]
- Measured and reported all Customer Solution Center activities against KPI Targets
- Designed and implemented Customer Solution Center incentive programs, including a 10% bonus of annualized salary when exceeding KPIs, client service level agreements and schedule adherence
- Improved KPI metrics, with heavy focus on quality assurance, by 25%, whilst reducing employee turnover from 25% to 5%
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Team of 12 agents, met all customer call guidelines including service levels, handle time, and productivity
- Communicated with vendors regarding back-order availability, future inventory, and special orders
- Managed scheduling, intraday operations, training content and process development
- Ongoing communication with all management levels, domestic and global
- Partner cross-functionally to ensure customers’ needs were achieved
- Website: [not provided]
Customer Service Supervisor
Gerber Technology
11.2015 - 12.2016
- Company Overview: Website: [not provided]
- Increased productivity by analyzing agents’ performances; implemented new processes, such as dedicated agents to specific product lines, and initiatives, such as job shadowing to foster a deeper overall understanding of procedures
- Cross-trained and served as a back-up to other customer service supervisors
- Followed through on all critical inter-departmental escalations in order to increase customer retention rates
- Website: [not provided]
Customer Solutions Coordinator
Gerber Technology
05.2015 - 11.2015
- Company Overview: Website: [not provided]
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Maintained up-to-date knowledge of product and service changes
- Configured and maintain software licenses for contracted customers
- Created and implemented new KPI tracking system
- Oversaw scheduling and completion of product overview training for all agents
- Website: [not provided]
Customer Service Specialist | Team Lead
Aetna Inc.
04.2007 - 05.2015
- Company Overview: Website: [not provided]
- Earned management trust by serving as key account holder, managing escalated customer issues, service problems and driving necessary solutions
- Described product to customers and accurately explained details of offerings available
- Website: [not provided]
Education
Bachelor of Science - Business Management
Albertus Magnus College
New Haven, CTAssociate of Science - Secondary Education
Church Teachers' College
Mandeville, Manchester ParishSkills
- SAP and ERP system knowledge
- Expense reports
- Process Improvement
- Employee relations
- Call Center Operations
- Manpower and resources management
- Sales process expertise
Accomplishments
- Inspirational Champion
- Management Employee Engagement Survey Champion – rated 99% - Gerber Technology
Timeline
Inside Sales
Gerber Technology
01.2024 - Current
Member Service
Charter Oak Federal Credit Union
02.2023 - 01.2024
Call Center Director
Meridian Medical Management (Care Cloud INC.)
09.2020 - 07.2022
Customer Service Manager
Gerber Technology
12.2016 - 09.2020
Customer Service Supervisor
Gerber Technology
11.2015 - 12.2016
Customer Solutions Coordinator
Gerber Technology
05.2015 - 11.2015
Customer Service Specialist | Team Lead
Aetna Inc.
04.2007 - 05.2015
Associate of Science - Secondary Education
Church Teachers' College
Bachelor of Science - Business Management
Albertus Magnus College
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