Radyance Johnson
Fayetteville
Summary
Highly experienced in customer support roles. Familiarity with common software tools for customer relationship management and ticket handling, coupled with strong problem-solving skills and empathetic communication style. Proven ability to manage high-volume calls, emails, and chats while maintaining top-level customer satisfaction rates. Demonstrated success in conflict resolution and commitment to continuous improvement in service delivery.
Overview
13
13
years of professional experience
Work History
Customer Support Rep/Tier 2 Supervisor
Comcentrix
Remote
04.2020 - 12.2024
- Interpreted and explained work procedures and policies to brief staff.
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
- Evaluated employees' work performance on a regular basis by conducting one-on-one interviews and providing constructive feedback.
- Mentored junior team members and managed employee relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Performed data entry tasks into various internal databases as needed.
- Followed up with customers after each call to ensure satisfaction levels were met or exceeded expectations.
- Consistently maintained high levels of professionalism when interacting with customers over the phone.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated customer accounts, addresses and contact information within call management databases.
- Educated customers on products features, benefits, pricing plans, terms and conditions, warranties.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Vaccinator
Butterball® Farms
Raeford
12.2018 - 02.2020
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Operated equipment and machinery according to safety guidelines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Cashier
Mcdonalds, PDI FOODS
Fayetteville
02.2017 - 12.2018
- Built and maintained productive relationships with employees.
- Maintained work area and kept cash drawer organized.
- Scanned items and checked pricing on cash register for accuracy.
- Processed customer payments quickly and returned exact change and receipts.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered phone calls to assist customers with questions and orders.
- Greeted customers promptly and responded to questions.
Community Support Paraprofessional
GLB Health and Assessments
Rockingham
08.2011 - 11.2013
- Facilitated communication between students, teachers, and parents.
- Provided guidance to students in the classroom setting.
- Recorded and maintained accurate student records and progress reports.
- Monitored student progress and provided feedback to teachers and parents.
- Supported students throughout academic instruction and assignments.
- Guided students in developing organizational and study skills.
- Supervised students in classrooms, halls, cafeterias, gymnasiums and field trips.
- Communicated confidential details about student behavior and performance with parents and authorized parties.
- Implemented behavior management plans to maintain a positive learning environment.
- Participated in IEP meetings and contributed to the development of educational plans.
- Utilized effective communication strategies when interacting with diverse populations.
- Attended in-services, workshops and seminars.
- Planned and led activities to develop students' physical, emotional and social growth.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Taught daily life skills and behaviors to students to build practical knowledge.
- Attended professional development workshops related to job responsibilities.
Education
High School Diploma -
Richmond Sr. High/Ashley Chapel Education Center
Rockingham, NC06-2011
Skills
- Customer service
- Employee training
- Data entry
- Account management
- Billing adjustments
- Customer relationship management
- Call management
- Product education
- Team leadership
- Effective communication
- Time management
- Task prioritization
- Active listening
- Microsoft windows and office
- Staff education and training
Timeline
Customer Support Rep/Tier 2 Supervisor
Comcentrix
04.2020 - 12.2024
Vaccinator
Butterball® Farms
12.2018 - 02.2020
Cashier
Mcdonalds, PDI FOODS
02.2017 - 12.2018
Community Support Paraprofessional
GLB Health and Assessments
08.2011 - 11.2013
High School Diploma -
Richmond Sr. High/Ashley Chapel Education Center
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