Alona Johnson
Monroe,LA
Summary
Experienced customer service representative with a proven ability to lead teams to achieve exceptional satisfaction rates. Efficient in resolving complex issues and fostering a positive team environment. Proficient in conflict resolution and communication, leveraging these skills to enhance team performance and elevate customer experiences.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
Paypal
12.2021 - 07.2022
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Provided top quality control and eliminated downtime to maximize revenue
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Service Representative
Sitel Remote
12.2020 - 12.2021
- Answered inbound calls, chats and emails to facilitate customer service
- Uphold quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
Customer Service Representative
Everise
08.2018 - 12.2020
- Documented customer correspondence in CRM to track requests, problems and solutions
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Remained calm and professional in stressful circumstances and effectively diffuse tense situations
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Education
Associate's - Criminal Justice
University of Monroe
03.2025
High School Diploma -
Neville High School
Monroe05-2020
Skills
- Excellent typing skills
- Microsoft Word
- Policies and Procedures
- Skill Development
- Customer Data Confidentiality
- Understanding Customer Needs
- Multitasking and Prioritization
- Courteous with Strong Service
- Creative Problem Solving
- Verbal and Written Communication
- Customer Service
- Computer skills
- Active Listening
- Organizational Skills
- Relationship Building
- Conflict Resolution
- Good Work Ethic
- Reliable & Trustworthy
- Critical Thinking
- People Skills
- Microsoft One
- Calm and Professional Under Pressure
- Excellent telephone customer service skills
- Team management
- Call center experience
Certification
Microsoft Word, Highly Proficient, Knowledge of various Microsoft Word features, functions, and techniques.
Timeline
Customer Service Representative Team Lead
Paypal
12.2021 - 07.2022
Customer Service Representative
Sitel Remote
12.2020 - 12.2021
Customer Service Representative
Everise
08.2018 - 12.2020
Associate's - Criminal Justice
University of Monroe
High School Diploma -
Neville High School