Tanisha J. Wright-Johnson

Customer Service Representative

VERIZON TELECOMMUNICATIONS

06.1998 - 09.2024

Resolve customer complaints via phone, email, mail, and/or social media.
Answer 40+ calls daily while managing customers’ accounts and responding to service queries.
Use computerized systems to reach out to customers and verify account information.
Greet customers warmly and ascertain problems and reason for calling, building a relationship with a rapport on each call.
Initiate, Cancel, and upgrade accounts.
Assists with originating orders, refunds, and exchanges.
Advise on company projects that solicit information to assist the customer to understand the direction of the company’s plans.
Collect payment information and other pertinent information to assist in retaining customers’ service.
Able to research and manage highly complicated accounts that provide comprehensive services to customers.
Answer questions about warranties and terms of services.
Act as the company’s gatekeeper in securing the privacy of the customers and the company’s rights.
Work diligently as a team member to ensure the team makes daily quotas.
Obtain an impeccable 90% sales average consistently with 5-star service in customer service ratings.
Handle changes in policies and renewals. Provide troubleshooting and technical assistance to customers.
Adhered to reading scripts and following mandated disclosures.
Assessed the customers’ needs and translated them into solutions.
Coordinated with customers to resolve any billing inquiries.
Act as the first point of contact for customers seeking help with products or technical issues.
Answer customers’ questions promptly. Handles complex questions with updates with callbacks, feedback, and anticipated waiting time.
Follow up on customers’ accounts that have not been handled on an FCR (First Call Resolution) to help maintain and increase loyalty by experiencing consideration for customers.
Experienced in resolving complex issues on first-call contacts.
Patient and Empathetic to customers’ circumstances and ensuring assurance and assistance.
Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Proven ability to learn quickly and adapt to new situations.
Excellent communication skills, both verbal and written.
Worked well in a team setting, providing support and guidance.
Demonstrated respect, friendliness and willingness to help wherever needed.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Passionate about learning and committed to continual improvement.
Worked flexible hours across night, weekend, and holiday shifts.
Managed time efficiently in order to complete all tasks within deadlines.
Organized and detail-oriented with a strong work ethic.
Paid attention to detail while completing assignments.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Strengthened communication skills through regular interactions with others.
Adaptable and proficient in learning new concepts quickly and efficiently.
Learned and adapted quickly to new technology and software applications.
Proved successful working within tight deadlines and a fast-paced environment.
Developed and maintained courteous and effective working relationships.
Demonstrated strong organizational and time management skills while managing multiple projects.
Skilled at working independently and collaboratively in a team environment.
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 satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Participated in training programs to enhance product knowledge and customer service skills.
Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Coordinated with logistics department to expedite shipping for urgent customer orders.
Conducted training sessions for new hires, ensuring consistent level of service across team.
Analyzed customer service metrics to identify trends and develop strategies for improvement.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Customized support strategies for high-priority clients to ensure their specific needs were met.
Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Led quarterly customer service meetings to review performance and set goals for improvement.
Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Developed feedback system for customers to share their service experience, leading to actionable improvements.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Improved resolution time with effective problem-solving for customer complaints.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with clients and staff.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Followed up with customers about resolved issues to maintain high standards of customer service.
Responded proactively and positively to rapid change.
Educated customers about billing, payment processing and support policies and procedures.
Promptly responded to inquiries and requests from prospective customers.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Trained new personnel regarding company operations, policies and services.
Sought ways to improve processes and services provided.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Investigated and resolved accounting, service and delivery concerns.
Cross-trained and provided backup support for organizational leadership.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Increased efficiency and team productivity by promoting operational best practices.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Implemented and developed customer service training processes.
Cross-trained and backed up other customer service managers.
Created and maintained detailed database to develop promotional sales.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Identified and resolved discrepancies and errors in customer accounts.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Proven ability to learn quickly and adapt to new situations.
Excellent communication skills, both verbal and written.
Worked well in a team setting, providing support and guidance.
Demonstrated respect, friendliness and willingness to help wherever needed.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Passionate about learning and committed to continual improvement.
Worked flexible hours across night, weekend, and holiday shifts.
Managed time efficiently in order to complete all tasks within deadlines.
Organized and detail-oriented with a strong work ethic.
Paid attention to detail while completing assignments.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Strengthened communication skills through regular interactions with others.
Adaptable and proficient in learning new concepts quickly and efficiently.
Learned and adapted quickly to new technology and software applications.
Proved successful working within tight deadlines and a fast-paced environment.
Developed and maintained courteous and effective working relationships.
Demonstrated strong organizational and time management skills while managing multiple projects.
Skilled at working independently and collaboratively in a team environment.

Summary

Overview

Work History

Customer Service Representative

Education

MBA -

Bachelor of Science - Business

Skills

Timeline

Customer Service Representative

MBA -

Bachelor of Science - Business

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