Tatyana Johnson
Customer Service
Casa Grande,Arizona
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
MedSource LLC
02.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Retirement Plan Specialist
Ranstad Staffing Agency
06.2020 - 01.2021
- Worked closely with Vanguard clients, looking to access their employee sponsored 401 K plan; provided balance information, and informed client of rules relating to loan withdrawals, and payoffs.
- Managed an average call flow of 60-80 inbound calls per day.
- Assisted clients with completing withdrawals from their 401 K plans due to COVID-19 under the 2020 Federal CARES ACT.
- Processed client loans and withdrawals .
- Assisted clients with their obtaining statements and tax forms.
- Assisted clients with trouble-shooting issues with their online account; provided userid, reset passwords, and advised how to re-register on the website if necessary.
Team Lead
Elite Residential Cleaning Services
01.2019 - 10.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Managed incoming calls from potential and current clients.
- Placed outbound calls to individuals who had shown interest in obtaining services; provided information related to services, and pricing
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
Before and After School Care Assistant
Arizona Youth Foundation
03.2018 - 07.2018
- College internship position
- Supervised free play and other activities to keep children safe.
- Established positive relationships with parent to collaboratively promote child's wellbeing.
- Maintained child-friendly environment by allowing frequent access to outdoor activities.
- Helped with creation of age-appropriate activities to keep children positively engaged.
- Answered incoming calls from parents with questions related to services provided.
- Completed reports as required by the State of Arizona and immediate supervisor.
Teen Mentor
Arizona Youth Foundation
12.2017 - 03.2018
- College intern position
- Worked with at risk youth; helping to provide a positive and safe environment to discuss additions and or mental health challenges
- Built lasting relationships with youth and parents or guardians.
- Created workshops for youth to improve communication skills, teamwork and cooperation.
- Introduced students to positive and creative outlets such as drawing and poetry.
- Counseled students regarding educational issues such as truancy, study habits and career planning.
- Conducted weekly tours at Banner Medical center to expose youth participants to the harsh realities and consequences associated with drug and alcohol use.
Education
Bachelor of Science - Criminal Justice
University of Arizona
Tucson, AZ05.2018
Skills
- Creative Problem-Solving Ability
- Call Triaging
- Computer Proficiency
- Calm and Professional Under Pressure
- Highly adaptable
- Time Management
- Detail-Oriented
Timeline
Customer Service Representative
MedSource LLC
02.2021 - Current
Retirement Plan Specialist
Ranstad Staffing Agency
06.2020 - 01.2021
Team Lead
Elite Residential Cleaning Services
01.2019 - 10.2019
Before and After School Care Assistant
Arizona Youth Foundation
03.2018 - 07.2018
Teen Mentor
Arizona Youth Foundation
12.2017 - 03.2018
Bachelor of Science - Criminal Justice
University of Arizona
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