Michael Johnston
Brighton
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AT&T Mobility
02.2023 - 03.2025
- Contacted customers about potential service upgrades, new phone services and account changes.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
PNC Bank
02.2022 - 02.2023
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Customer Service Representative/oxygen Renewal Specialist
Lincare Holdings
03.2020 - 12.2021
- Regularly exceeded daily sales and product add-on quotas
- Offered advice and assistance to customers, paying attention to special needs or wants
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Managed customer accounts
- Handled emails, inbound calls, and outbound calls
- Monitored claims and physician-related services
- Handled billing issues and order inquiries
- Kept records of customer complaints
- Interacted with customers through live chat
- Assisted customers with questions
- Assisted customers with a warm and professional attitude
Technical Support Representative
Apple
06.2018 - 03.2020
- Provided technical assistance to customers through phone, email and chat support.
- Performed regular maintenance checks on customers' systems.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
Customer Service Representative
Walmart
07.2017 - 05.2018
- Cooperated with sales representatives during customer interactions, driving sales and partnerships to increase revenue
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
- Posted guest check corrections and late charges to customer profiles.
Assistant Manager
Von Hanson's Meats
09.2014 - 07.2017
- Cut meats to customer specifications and answered questions about specialty products
- Analyzed meat temperatures for safety and quality and monitored heat conditions for stability
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures
- Reviewed sales and gross profit reports to determine options for increasing market growth.
Education
Bachelor of Science - Cyber Operations And Warfare
Strayer University
Washington, DC08-2025
Skills
- Credit card processing
- Report preparation
- Sales expertise
- Complaint resolution
- Inbound sales
- High-volume call centers
- Documentation and reporting
- Live Chat
- Salesforce
- Customer Relations
Timeline
Customer Service Representative
AT&T Mobility
02.2023 - 03.2025
Customer Service Representative
PNC Bank
02.2022 - 02.2023
Customer Service Representative/oxygen Renewal Specialist
Lincare Holdings
03.2020 - 12.2021
Technical Support Representative
Apple
06.2018 - 03.2020
Customer Service Representative
Walmart
07.2017 - 05.2018
Assistant Manager
Von Hanson's Meats
09.2014 - 07.2017
Bachelor of Science - Cyber Operations And Warfare
Strayer University