William Johnson

Public technology company headquartered in New York City focused on online brand management.

Assisted a wide variety of clients on how using our platform with a combination of SEO best practices could greatly increase their website traffic.

• Facilitated webinars and personalized training for a variety of stakeholders on how to best utilize our platform.
• Successfully completed over 3000 tickets last year, almost 3 times as much as the department average all while maintaining a 4.8 customer experience rating.
• Assisted several clients with updating their website using the most updated SEO practices.
• Collaborated with cross-functional teams to ensure seamless client experience throughout all touchpoints.

Real Estate SaaS company offers several offerings to assist property managers and owners in renting and tracking payments.

Led customer service strategy for ticket resolution, including assisting customers with questions concerning software, bank reconciliation, credits, and debits, while also helping people file their taxes through the system.

• Successfully executed over 900 in depth case closures exceeding the department average.
• Provided comprehensive product support for clients, resulting in improved system performance.
• Managed client accounts effectively, ensuring timely communication and updates on project status.
• Collaborated with cross-functional teams to develop customized solutions for clients' unique needs.

Private company serving as a division of Andersen Windows.

Managed all HR-related activities for upwards of 30 individuals within the call center focused on setting up complimentary in-home window appointments for clients after receiving leads or people calling in. Role included dispatching sales representatives to the homes via being assigned by the sales team.

• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
• Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
• Increased sales conversion rates by implementing targeted upselling techniques for agents to utilize during calls.