Yashondria Johnson
Raleigh,NC
Summary
Dedicated and technically adept Support Specialist with a strong foundation in customer service, seeking to leverage my skills and experience to provide exceptional support and technical expertise.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Care Specialist
Duke Energy
10.2019 - Current
- Managed and resolved a high volume of customer calls, achieving a 95%+ first-contact resolution rate
- Served as a departmental resource, providing guidance and support to executive leadership and subordinate agents
- Interpreted and explained complex gas & electric policies and practices, ensuring customer understanding
- Prioritized and documented help requests, utilizing diagnostic and tracking tools to ensure efficient problem resolution
- Efficiently assigned preliminary accounts in the Customer Management System (CMS), reducing data entry errors by 20%
- Provided exceptional technical support while working remotely from a home office with reliable internet service.
Lead Customer Service Specialist
Ulta Beauty
12.2017 - 10.2019
- Collaborated with Sales Associates to maintain a visually appealing sales floor, resulting in a 15% increase in sales
- Delivered world-class service, consistently exceeding service and quality metrics, resulting in a 98% customer satisfaction rating.
Mobile Consultant
Best Buy
01.2015 - 01.2017
- Provided superior customer service, addressing all customer inquiries and concerns, resulting in a 95% customer issue resolution rate
- Offered technical support and sales mobility services, contributing to a 10% increase in mobile device sales.
Education
High School Diploma -
Statesboro High School
Skills
- PC security, Network security, and Cloud management
Certification
CompTIA A+ Certification
CompTIA.org
Issue Date: In progress
Timeline
Senior Customer Care Specialist
Duke Energy
10.2019 - Current
Lead Customer Service Specialist
Ulta Beauty
12.2017 - 10.2019
Mobile Consultant
Best Buy
01.2015 - 01.2017
High School Diploma -
Statesboro High School
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