Whitley Johnson
North Augusta,SC
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, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Sitel Work at Home
10.2017 - Current
- Worked to create positive interactions with customers, aiming to build long-term relationships and enhance customer loyalty
- Responded to questions and concerns from customers about products, services, or policies
- Worked to resolve customer problems or complaints promptly and effectively, aiming to ensure customer satisfaction
- Offered detailed information about products or services, including pricing, availability, and features, helping customers make informed decisions
- Assisted customers in setting up new accounts, placing orders, processing returns or exchanges, and managing refunds with various payment options
- Kept detailed records of customer interactions, issues, and resolutions, which can help in tracking patterns and improving services
- Collected and relayed customer feedback to the company, which can be used to improve products, services, or customer experience.
Customer Service Representative
TeleperfomanceUSA
11.2015 - 08.2016
- Integrated Service Model Rep under the AT&T project
- Acted as the first point of contact for customer issues, providing solutions, and escalating complex problems to the appropriate departments when necessary
- Utilized various systems to establish new customer accounts and educated customers about available services, upgrades, and promotions that may benefit them to facilitate the sale of internet, home phone, wireless, satellite, and cable TV products and services
- Managed the processing of product orders and payment transactions
- Diagnosed and resolved technical issues, whether related to hardware, software, networks, or other technical systems
- Provided step-by-step instructions to customers for troubleshooting and resolving issues
- Assisted customers with all concerns about billing statements, charges, and payment options making any necessary changes to their account
- Investigated and resolved billing disputes.
Employee
Goodwill Staffing
10.2014 - 01.2015
- Packer at Urban Outfitters Distribution Center
- Picked and gathered items according to customer orders from the warehouse shelves or storage areas
- Ensured accurate labeling of packages with shipping labels, barcodes, and any necessary documentation to ensure packages are delivered to the correct destination
- Inspected products for damage, defects, or inaccuracies before packing, and reporting any issues to supervisors
- Worked efficiently to meet daily or hourly packing quotas and deadlines.
Sales Associate
Citi Trends
11.2012 - 06.2013
- Greeted customers, answered their questions, and assisted them in a friendly and professional manner
- Managed the cash drawer, including reconciling cash at the beginning and end of shifts
- Handled cash, credit, debit, and digital payments, and ensuring accurate processing of sales transactions through the register or point-of-sale (POS) system
- Processed returns or exchanges
- Scanned and bagged items
- Assisted with maintaining cleanliness of sales floor courteous greeting of customers, stocked sales floor, and opening/closing procedures
- Worked to resolve customer complaints.
Home Health Aide
Keith Gravitt
03.2011 - 05.2012
- Administered medications under the supervision of a nurse or physician
- Prepared nutritious meals and snacks according to dietary restrictions or preferences, and assisted with feeding if necessary
- Assisted with daily living activities such as bathing, grooming, dressing, and toileting
- Ensuring patients maintain personal hygiene and comfort
- Helped patients move around their home safely, including transferring them from bed to chair, assisted with walking, and using mobility aids if needed
- Observed and recorded changes in patients’ physical or mental conditions, including monitoring vital signs and reported any significant changes to healthcare professionals
- Performed light housekeeping tasks, such as cleaning, laundry, and tidying up, to maintain a safe and hygienic living environment
- Kept accurate records of care provided, including changes in the patient’s condition, and documented any concerns or incidents.
Facility Operations Team Member
Lifetime Fitness
01.2008 - 10.2010
- Completed light and heavy cleaning of facility’s restroom and gym areas according to a scheduled rotation
- Ensured operations projects and tasks do not interfere with member experience
- Washed, folded, and stocked member towels
- Fostered strong relationships with members through exceptional customer service.
Education
Associate of Applied Science - Medical Billing And Coding
Laurus Technical Institute
Decatur, GASkills
- Complaint resolution
- Appointment Scheduling
- Data Entry
- Account updating
- Payment Processing
- Customer Service
- Conflict Resolution
Timeline
Customer Service Representative
Sitel Work at Home
10.2017 - Current
Customer Service Representative
TeleperfomanceUSA
11.2015 - 08.2016
Employee
Goodwill Staffing
10.2014 - 01.2015
Sales Associate
Citi Trends
11.2012 - 06.2013
Home Health Aide
Keith Gravitt
03.2011 - 05.2012
Facility Operations Team Member
Lifetime Fitness
01.2008 - 10.2010
Associate of Applied Science - Medical Billing And Coding
Laurus Technical Institute
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