Summary
Overview
Work History
Education
Skills
Timeline
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Turquoise Johnson

Sales Professional
Dover,DE

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor, well known for executing successful, new initiative. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills, problem solver, networker and consensus builder.

Overview

9
9
years of professional experience

Work History

Escalations Team Lead (Remote)

Capital One
08.2022 - Current
  • Coached team members in techniques necessary to complete job tasks.
  • Directed and supervised team of 18 agents engaged in escalations and career development.
  • Trained new team members by relaying information on company procedures and law regulations.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Assisted agents with escalated customers and maximizing the customer experience.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Customer Account Manager (Remote)

Comcast Business
03.2020 - 07.2022
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Performed duties and provided service in accordance with established operating procedures and company policies.

Banking Specialist

TD Bank
12.2017 - 12.2019
  • Helped customers prepare documents required to complete transactions and process requests.
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Identified customer desires and goals through needs-based sales tactics.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.

Retention Team Lead (Remote)

Comcast Business
09.2014 - 10.2018
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Reviewed successes and failures to learn from previous mistakes.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Received an average of 50-57 calls per day while maintaining above average adherence, average handle time and 93% save rate.
  • Identified and acted on growth opportunities and development options for business.
  • Monitored sales team performance and provided constructive feedback.
  • Reported sales data to upper management for review.
  • Trained, coached and mentored new sales associates for maximum performance.
  • Provided exceptional customer service to foster client loyalty and satisfaction.
  • Kept detailed track of sales and metrics to effectively monitor performance
  • Coached team members in techniques necessary to complete job tasks.

Education

Bachelor of Science - Business Management

Temple University
Philadelphia, PA
05.2015

Skills

  • Building Customer Trust and Loyalty
  • Scheduling and Coordinating
  • Staff Management
  • Identifying Employee Strengths and Developing Areas of Opportunity
  • Performance Management
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Conflict Resolution Techniques

Timeline

Escalations Team Lead (Remote)

Capital One
08.2022 - Current

Customer Account Manager (Remote)

Comcast Business
03.2020 - 07.2022

Banking Specialist

TD Bank
12.2017 - 12.2019

Retention Team Lead (Remote)

Comcast Business
09.2014 - 10.2018

Bachelor of Science - Business Management

Temple University

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Turquoise JohnsonSales Professional