Kiara Johnson

• Provided accurate information regarding products and services while upselling additional products when appropriate.
• Processed orders, forms, applications, and requests accurately and efficiently.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Maintained records of customer interactions, transactions, comments and complaints.
• Provided remote support to customers experiencing technical difficulties.
• Researched, analyzed and diagnosed complex system problems.
• Designed and executed customer satisfaction surveys, analyzing results to identify improvement areas.
• Participated in team meetings to discuss strategies for improving customer satisfaction levels.
• Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
• Escalated unresolved issues requiring further investigation or specialized expertise.

• Field customer questions regarding merchandise, sales, and upcoming promotions

. • Provide primary support to internal and external customers in a fast-paced environment.

• Solve customer requests by working with outside vendors to resolve discrepancies and create effective solutions.
• Assist customers with scheduling appointments, shipping, and special-order requests, and arranging store pick-ups at various locations.

• Managed multiple calls with an average of 60 calls per minute in the daily queue.

• Follow company troubleshooting resolution procedures to evaluate technical problems while leveraging expertise to find appropriate solutions. • Respond to customer requests in a timely manner for products, services, and the company.

• Recognized issues quickly, troubleshooting them without delay.
• Assisted in troubleshooting malfunctioning equipment or assemblies.
• Performed troubleshooting of complex electrical issues.
• Provided exceptional customer service to ensure customer satisfaction.
• Developed positive relationships with customers through friendly interactions.
• Conducted regular follow-up calls with customers after resolving their issues.
• Tracked orders from start to finish to ensure timely delivery of goods or services.

• Maintained a high level of professionalism when dealing with difficult customers.
• Resolved customer complaints promptly and efficiently.
• Provided accurate information about products and services to customers.
• Resolved customer inquiries regarding payment status, billing issues, and account balances.
• Recognized issues quickly, troubleshooting them without delay.
• Assisted in troubleshooting malfunctioning equipment or assemblies.
• Provided exceptional customer service to ensure customer satisfaction.
• Provided training and support for team members on how to use the CRM system effectively.
• Developed relationships with customers in order to increase sales opportunities.
• Answered incoming calls from potential customers, provided product information and answered questions.