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
Arlington, TX
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.
Richardson, TX
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
Dallas, TX
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