Janinya Johnson
Athens
Summary
Dynamic customer service professional with a proven track record at Dial America, excelling in complaint resolution and relationship building. Skilled in active listening and data entry, I consistently enhanced customer satisfaction and loyalty, effectively managing high-stress situations to deliver quality service and foster positive experiences.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Dial America
06.2021 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Manager
Big Lots
01.2018 - 10.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
High School Diploma -
South West Dekalb Highschool
Decatur, GA05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Call management
Timeline
Customer Service Representative
Dial America
06.2021 - 02.2025
Manager
Big Lots
01.2018 - 10.2021
High School Diploma -
South West Dekalb Highschool
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