Zuleika Johnson
Albany,GA
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Skilled in device configuration and renowned for exceptional customer service, I significantly enhanced client satisfaction at Emerge BPO through tailored business strategies and robust change management initiatives. Leveraging expertise in system optimization and a proactive approach, I consistently exceed performance metrics, achieving an 86% monthly goal, and drive sustained business growth. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
Apple Advisor
Kelly Connect
06.2023 - Current
- Provided technical support fo iOS products (iPhone, iPad, etc.) for AppleCare customers.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolutions.
- Average three chats simultaneously.
- Maintained metric goal of 86% monthly.
Sales Operation Associate
Woodall’s
04.2021 - 01.2022
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Trained, mentored, and developed new associates with positive and encouraging techniques to maximize performance and team contributions.
- Collaborated with cross-functional teams to ensure seamless communication and workflow alignment.
- Continually assessed internal external factors impacting business adjusting strategies accordingly for sustained growth and success.
Sales Associate Specialist
One Stop Convenient
10.2018 - 03.2021
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Exceeded monthly sales targets through effective upselling techniques and consistent follow-ups with clients.
Business Advisor
Emerge BPO
10.2018 - 09.2019
- Increased client satisfaction by providing tailored business advice and strategies for growth.
- Collaborated with cross-functional teams to implement successful change management initiatives within client organizations.
- Worked closely with supervisors on quality assurance initiatives to uphold excellent service standards across all channels.
- Handled sensitive customer information securely while adhering to strict confidentiality guidelines.
- Managed multiple chat sessions simultaneously, ensuring prompt responses and timely resolutions.
Customer Service Associate
Williams Sonoma Inc
09.2018 - 10.2018
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Expertly address customer inquiries regarding product details and delivery information, ensuring thorough and accurate responses.
- Guide customers through alternative solutions for out-of-stock items, demonstrating a proactive approach to meeting their needs.
- Employ negotiation techniques aligned with company guidelines to effectively resolve customer concerns and ensure satisfaction.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
Customer Service Specialist II
SITEL Worldwide
10.2017 - 10.2018
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed a high-volume of over 80 inbound calls per shift, maintaining composure and efficiency in a fast-paced environment.
- Provided exemplary customer service to financial clients, adeptly resolving inquiries regarding account status, transactions, and billing concerns.
Customer Service Representative
Teleperformance - Albany, GA
05.2017 - 10.2017
- Achieved top performer and three consecutive months of perfect attendance.
- Provided outstanding customer care and support as a Call Center Customer Care Associate at AT&T, handling a diverse range of inquiries and issues with professionalism and efficiency.
- Demonstrated expertise in navigating AT&T's systems and databases to assist customers with account management, billing inquiries, technical support, and service troubleshooting.
- Successfully resolved over 80 customer calls per shift, maintaining a high level of service quality and adherence to company standards.
- Utilized effective communication skills to explain complex technical information clearly and concisely to customers, ensuring comprehension and satisfaction.
- Collaborated closely with team members and other departments to escalate and resolve escalated customer issues promptly.
Mechanical Field Engineer
Amec Foster Wheeler
08.2016 - 12.2016
- lanned and coordinated solar panel installations and related equipment for teams, adhering to design plans and specifications.
- Mounted solar panels on rooftops and structures with meticulous attention to alignment and positioning.
- Connected wiring and electrical components to seamlessly integrate solar systems into existing electrical infrastructure.
- Conducted tests and inspections to ensure the proper functioning and safety compliance of solar systems.
- Diagnosed and resolved issues with solar installations, performing necessary repairs to maintain operational efficiency.
- Assisted in site surveys and evaluations to assess feasibility and determine optimal solar system placement.
Assistant Manager
Flash Foods
03.2015 - 10.2016
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
Associate Degree in Criminal Justice -
Albany Technical College
06.2024
High School Diploma -
Griggs Academy
Camilla, GA06.2012
Skills
- Device configuration
- Upgrade coordination
- Desktop support
- System optimization
- Computer maintenance
- Application support
- Network configuration
- Operating systems
- System Testing
- System Upgrades
- Customer service expert
- Hardware diagnostics
- Software Installation
- Technical issues analysis
- Mobile Device Management
- Remote Support
Languages
English
Professional
About me
- Homebody
- Watching Tv {Drama, Romance, Supernatural, and Crime tv}
- Shopping
- Traveling
- Beauty&Fashion
References
References available upon request.
Timeline
Apple Advisor
Kelly Connect
06.2023 - Current
Sales Operation Associate
Woodall’s
04.2021 - 01.2022
Sales Associate Specialist
One Stop Convenient
10.2018 - 03.2021
Business Advisor
Emerge BPO
10.2018 - 09.2019
Customer Service Associate
Williams Sonoma Inc
09.2018 - 10.2018
Customer Service Specialist II
SITEL Worldwide
10.2017 - 10.2018
Customer Service Representative
Teleperformance - Albany, GA
05.2017 - 10.2017
Mechanical Field Engineer
Amec Foster Wheeler
08.2016 - 12.2016
Assistant Manager
Flash Foods
03.2015 - 10.2016
Associate Degree in Criminal Justice -
Albany Technical College
High School Diploma -
Griggs Academy
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