Summary
Overview
Work History
Education
Skills
Work Preference
Accomplishments
Timeline
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TONESHIA JOHNSON

Product Support Customer Service
Gainesville,GA

Summary

I am an enthusiastic individual who works well under pressure and within time constraints. I have been described as being accurate, accountable, and confident. I possess the ability to work autonomously as well as in a group setting. I am extremely computer literate, specifically within the Microsoft Office Suite (Word, Excel, Outlook,etc.). I am committed to completing each task efficiently and effectively.

Overview

8
8
years of professional experience

Work History

Product Support Associate

Thomson Reuters, Remote
Dallas, TX
07.2022 - Current
  • Provided timely support across a wide range of tax products, as needed, to include inbound phone calls, emails, chat and web submission
  • Delivered high quality customer experience on a consistent basis
  • Efficiently utilized internal resources and executed good time management, to resolve customer inquiries quickly and efficiently
  • Ensured adherence to departmental processes and procedures
  • Assisted and collaborated with other internal teams, as needed
  • Participated in training projects
  • Advanced in a customer care and technical support

Customer Service Representative

HomeGoods, TJX Companies
Jefferson, GA
08.2021 - 03.2022
  • 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
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
  • Responded to customer requests for products, services and company information.

Claims Processing Specialist

Baker & Taylor
Commerce, GA
07.2018 - 07.2021
  • Followed up with customers on unresolved issues
  • Evaluated accuracy and quality of data entered into agency management system
  • Evaluated source documents to locate information needed for each data entry field
  • Outlined appropriate processes and procedures that fulfilled and completed inquiries
  • Verified accuracy of computer system information by updating data.

Order Entry Clerk

Yes Videos
Norcross, GA
05.2016 - 06.2018
  • Completed accurate order entry and data verification
  • Assisted customers with product and service selections
  • Communicated with customers to answer questions and perform account maintenance
  • Documented shipping information for orders and tracked packages when necessary
  • Assisted customers by providing tracking information and resolving shipping or merchandise issues
  • Prepared and packed boxes for overnight delivery
  • Received and followed pick sheets to gather merchandise for customer orders.

Education

Business & Finance

Atlanta Job Corps Center
02.2014

High School Diploma -

Berkmar High School
05.2012

Skills

  • Data Entry and Maintenance
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Customer Service and Assistance
  • Inbound and Outbound Calling
  • Call Transfers
  • Time Management
  • Team Support
  • Problem Resolution
  • Active Learning
  • Tracking and Documentation
  • Strong Technical Acumen
  • Microsoft Excel

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureCareer advancementHealthcare benefitsPaid time offWork from home optionPaid sick leave401k match4-day work week

Accomplishments

  • Promoted from Product Support Representative to a Senior Product Support II Representative within a period of 2 years.
  • Received Performance Awards for exceeding metrics and delivering exceptional customer service.
  • Awarded several learning certificates and accolades for being a top performer.

Timeline

Product Support Associate

Thomson Reuters, Remote
07.2022 - Current

Customer Service Representative

HomeGoods, TJX Companies
08.2021 - 03.2022

Claims Processing Specialist

Baker & Taylor
07.2018 - 07.2021

Order Entry Clerk

Yes Videos
05.2016 - 06.2018

Business & Finance

Atlanta Job Corps Center

High School Diploma -

Berkmar High School

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TONESHIA JOHNSONProduct Support Customer Service