Brandy Johnson
Clarksville
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Representative / Order Entry
A.O. Smith
11.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
Senior Customer Service Specialist
Verizon Wireless
11.2007 - 12.2021
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Fed Ex Ground
03.2003 - 07.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Office Operations Supervisor
U.S. Department Of Commerce
02.1999 - 06.2002
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
Education
No Degree - Political Science
Wayne County Community College District
Detroit, MISkills
- Data Collection
- Account Updating
- Information Security
- Call Management
- Product Knowledge
- Customer Relations
- Problem-Solving Abilities
- Professional Telephone Demeanor
- Product and Service Solutions
Timeline
Customer Service Representative / Order Entry
A.O. Smith
11.2022 - Current
Senior Customer Service Specialist
Verizon Wireless
11.2007 - 12.2021
Customer Service Representative
Fed Ex Ground
03.2003 - 07.2007
Office Operations Supervisor
U.S. Department Of Commerce
02.1999 - 06.2002
No Degree - Political Science
Wayne County Community College District
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