Xaviar Johnson
Dallas,TX
Summary
Dedicated Customer Service Representative bringing top-notch skills in oral and written communication, active listening, maintaining high-quality standards, and resolving complex challenges. Work to enhance customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Skilled in cross-functional collaboration, process improvement, and data analysis.
Overview
7
7
years of professional experience
Work History
Customer Support Associate - Inventory & Returns
Turn 14 Distribution
04.2020 - 08.2023
- Processed 33% of company's returns, assess contested returns, shipping fees, and damaged merchandise; issue credits accordingly.
- Address & resolve customer issues in timely manner using Freshdesk CRM platform with average response time of 10 minutes per email.
- Collaborate with external parties to resolve discrepancies and develop expert solutions.
- Demonstrate strong computer skills for accurate data entry/analysis to effectively handle broad ranges of requests.
- Provide primary customer support to both internal and external customers, averaging 40 tickets per day.
- Work closely with Investigations department to prevent fraud and maintain inventory accuracy; reducing inventory loss by 20%.
- Build and train team of 4 to streamline and standardize daily procedures for efficient return management.
- Track and verify returns using customer-provided information and internal systems, ensuring adherence to expected condition standards, and maintain detailed log of Return Merchandise Authorizations (RMAs) for easy reference.
Inventory Control Specialist
YMCM Inc.
04.2019 - 02.2020
- Recorded and maintained accurate records of information, shortages, and discrepancies to ensure up-to-date inventory tracking.
- Developed and implemented storage system to optimize order and accessibility in warehouses, tool rooms, supply rooms, and other areas of company.
- Collaborated with cross-departmental teams, providing documentation and information to account for delays, difficulties, or changes in cost estimates for accounting and customer service departments resulting in 15% increase in customer satisfaction.
- Utilized Microsoft Excel, Google Suite, and Shopify to manage inventory data of 30 vendors.
- Worked closely with customer service, sales, and accounting departments to optimize inventory levels and minimize stockouts.
- Reorganized stock system; creating separate system to track inventory by vendor.
- Proactively addressed fraud prevention measures with customer service team and liaised with vendors to order replacements or file claims for damaged or missing inventory; effectively reducing cancelled orders by 40%.
- Introduced bulk return system to reduce shipping costs by 45% and improve efficiency.
- Maintained accurate records including inventory reports, stock movement logs, and cycle counts.
- Assisted in identifying trends and patterns in inventory data to support decision-making.
- Provided support to customers and sales teams by ensuring accurate inventory availability information, lead times, and efficient order fulfillment.
Inventory Control & Quality Assurance Problem Solver
Amazon
06.2016 - 02.2019
- Oversaw departmental transition of critical functions and assisted in process path adjustments, ensuring smooth operations and optimal inventory control.
- Wrote and revised standard quality control operating procedures to maintain and improve quality assurance processes.
- Trained employees at various levels, including upper-level management, on inventory control and quality assurance procedures.
- Utilized Excel to input data and create updated status reports for quick reference, enabling effective project tracking and meeting deadlines.
- Cross-referenced multiple data sheets in Excel to ensure accurate shipment placement on trucks, ensuring correct order fulfillment several times per day.
- Collaborated with management, Inbound, Universal, and Outbound teams to address inventory discrepancies and quality issues promptly.
- Played key role in developing efficient auditing method, significantly reducing time and manpower requirements.
- Conducted hourly audits and adjusted inventory accordingly to prevent production bottlenecks and overlapping issues.
- Provided training to new hires, transfers, and management on newly developed processes, ensuring consistent adherence to inventory control and quality assurance protocols.
- Conducted audits and inspections to ensure compliance with inventory and quality standards.
- Provided support and guidance to team members in resolving inventory and quality-related challenges.
Education
Computer Technology Engineering
Texas Southern University
Houston, TXSkills
- Excellent Communication Skills
- Active Listening and Customer Engagement
- Strategic Problem Solving
- Adaptability and Flexibility
- Customer Relationship Management
- Empathetic Customer Service
- Effective Conflict Resolution
- Efficient Time Management
- Meticulous Attention to Detail
- Advanced Excel Proficiency
Timeline
Customer Support Associate - Inventory & Returns
Turn 14 Distribution
04.2020 - 08.2023
Inventory Control Specialist
YMCM Inc.
04.2019 - 02.2020
Inventory Control & Quality Assurance Problem Solver
Amazon
06.2016 - 02.2019
Computer Technology Engineering
Texas Southern University
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