Terra Johnson
Monroe,LA
Summary
Dynamic customer service professional with extensive experience at Walmart, excelling in conflict resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and effective problem-solving. Proficient in CRM systems and adept at managing high-stress situations, resulting in increased loyalty and repeat business.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Walmart
West Monroe, LA
03.2022 - Current
- Assisted customers with inquiries and provided information on products and services.
- Resolved customer complaints by identifying issues and offering effective solutions.
- Maintained accurate records of customer interactions in CRM systems.
- Collaborated with team members to improve service quality and efficiency.
- Adapted quickly to new tools and processes to enhance customer support experience.
- Processed orders and managed returns, ensuring compliance with company policies.
- Supported promotional initiatives by informing customers about current offers and discounts.
- 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.
- 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.
Phlebotomist
Mobile Infirmary Medical Center
01.2020 - 07.2020
- Collected blood samples using various techniques to ensure patient comfort and safety.
- Processed and labeled specimens accurately for timely laboratory analysis.
- Maintained cleanliness and organization of phlebotomy work area to uphold safety standards.
- Assisted in training new staff on proper blood draw techniques and safety protocols.
- Implemented best practices for infection control to minimize risk during blood collection processes.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Tracked collected specimens by initialing, dating, and noting times of collection.
Secretary
Ann Morris
07.2018 - 08.2019
- Managed correspondence and scheduling to ensure efficient office operations.
- Coordinated meetings and prepared agendas for team discussions.
- Maintained filing systems, enhancing document retrieval efficiency.
- Assisted in preparing reports and presentations for management review.
- Maintained daily report documents, memos and invoices.
Sales Associate
Glover Hardware
Rayville, LA
12.1999 - 05.2005
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Maintained accurate inventory levels through regular stock checks and organization.
- Operated point-of-sale system efficiently to process transactions and handle payments.
- Collaborated with team members to create appealing product displays that attract customers.
Education
No Degree - Gender Studies
Louisiana Delta Community College
Monroe, LACertificate - Phlebotomy
Carters Career Institute
Monroe, LA07.2022
High School Diploma -
Rayville High-school
Rayville, LA05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Paperwork processing
- Call management
- Order processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Prioritization
- De-escalation techniques
- Technical support
- Quality control
- Clerical support
- Filing
- Product sales
- Sales expertise
- Assertiveness
- Reading comprehension
- Spreadsheets
- Service upselling
- Conflict mediation
- Retail store support
- Stock management
- Service standard compliance
- Shipping and logistics
- POS systems expert
- Receiving support
- Software CRM system proficiency
Accomplishments
Received the military excellence award from the daughters of the American revolution in 2004.
Timeline
Customer Service Representative
Walmart
03.2022 - Current
Phlebotomist
Mobile Infirmary Medical Center
01.2020 - 07.2020
Secretary
Ann Morris
07.2018 - 08.2019
Sales Associate
Glover Hardware
12.1999 - 05.2005
No Degree - Gender Studies
Louisiana Delta Community College
Certificate - Phlebotomy
Carters Career Institute
High School Diploma -
Rayville High-school