Yasim Johnson
Brooklyn
Summary
A Customer Experience Specialist with 8+ years of expertise in luxury retail and technical client services, committed to elevating customer satisfaction through innovative solutions. Proficient in utilizing CRM tools like Zendesk, Salesforce, and Microsoft Dynamics to resolve complex inquiries and streamline operations. Adept at fostering long-term client relationships and driving strategic growth in fast-paced environments. Personable and dedicated customer service representative with extensive experience in the industry. A solid team player with an upbeat, positive attitude and a proven ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
9
9
years of professional experience
Work History
Admissions Representative
Institute for intergrative Nuitrition
New York
11.2024 - Current
- Engaged prospective students via phone, text, and email to explore their interest in IIN course offerings.
- Provided timely and informative responses to inquiries during evenings, weekends, and peak enrollment periods.
- Advised leads on the most suitable programs by understanding their goals and addressing specific questions.
- Maintained accurate records of communications and lead progression using Salesforce CRM.
- Applied consultative sales techniques and active listening to convert interest into student enrollments.
- Re-engaged past leads during slower periods to generate renewed interest and boost conversions.
- Collaborated closely with full-time team members to ensure a consistent and seamless enrollment experience.
- Assisted with key enrollment initiatives and promotional campaigns to support organizational goals.
- (Temporary Assignment)
Customer Service Advisor
Bulgari
New York
09.2023 - 10.2024
- Deliver top-tier support for luxury brands via chat, email, and phone, enhancing customer loyalty.
- Coordinate orders and inventory, ensuring seamless boutique operations and fraud prevention.
- Arrange boutique appointments and manage inventory transfers, optimizing e-commerce efficiency.
- (Temporary Assignment)
Customer Experience Associate
Movable Ink
New York
06.2022 - 09.2023
- Managed email campaigns for over 20 clients, improving engagement and satisfaction.
- Created and tracked Jira tickets, resolving system bugs promptly.
- Developed strategic initiatives, enhancing client engagement measurably.
- Utilized Photoshop and HTML to align client marketing goals precisely.
- Led onboarding and training, ensuring client understanding of new features.
Customer Support Associate
Lattice
New York
03.2021 - 04.2022
- Resolved 80+ weekly inquiries via Zendesk, ensuring high efficiency and communication.
- Identified and addressed platform issues, creating Jira tickets for swift resolutions.
- Guided clients through complex integrations, enhancing their platform experience.
- Maintained a CSAT score over 90%, reflecting dedication to client satisfaction.
- Produced Loom videos to demonstrate features, empowering client platform use.
Customer Service Experience
Nordstrom NYC Flagship
New York
07.2019 - 08.2020
- Supported shoe repair services, ensuring efficient operations and inventory accuracy.
- Handled customer inquiries, enhancing satisfaction and service quality.
- Resolved customer issues, fostering loyalty and repeat business.
Customer Experience Guide/ Tech Support
Samsung 837
New York
09.2016 - 09.2019
- Led product demos, enhancing customer interaction and team mentoring for improved outcomes.
- Conducted tours for 50+ corporate partners, strengthening business ties.
- Optimized customer workflows with structured knowledge sessions and onboarding protocols.
- Provided personalized support for mobile, tablet, laptop, and smart home setups.
- Enhanced client satisfaction through effective troubleshooting and support.
Education
High School Diploma -
Springfield Gardens HS
Some College (No Degree) -
Cuny Queensborough Community College
Skills
- Magento Admin
- Microsoft Dynamics 365
- Microsoft Office
- Google Workspace
- Gainsight
- Jira
- HTML
- Loom
- Salesforce
- Zendesk
- Technical Support
- CRM
- Inventory Management
- Time management
- Problem solving
- Customer engagement
- Salesforce CRM
- Data entry
- White Pages Pro
- Ekata
- Mac OS and Windows
Timeline
Admissions Representative
Institute for intergrative Nuitrition
11.2024 - Current
Customer Service Advisor
Bulgari
09.2023 - 10.2024
Customer Experience Associate
Movable Ink
06.2022 - 09.2023
Customer Support Associate
Lattice
03.2021 - 04.2022
Customer Service Experience
Nordstrom NYC Flagship
07.2019 - 08.2020
Customer Experience Guide/ Tech Support
Samsung 837
09.2016 - 09.2019
High School Diploma -
Springfield Gardens HS
Some College (No Degree) -
Cuny Queensborough Community College
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