Tassia Johnson
Atlanta
Summary
Resourceful Work From Home Agent known for maintaining high productivity levels and efficiently completing tasks. Possess specialized skills in customer service, time management, and technical troubleshooting. Excel in communication, adaptability, and self-motivation, ensuring seamless operations and client satisfaction in remote work environments.
Overview
19
19
years of professional experience
2008
2008
years of post-secondary education
Work History
Remote Customer Service Team Lead
Assurant
Albany
05.2022 - 09.2025
- Led customer service team to ensure quality support and effective communication.
- Trained new team members on company policies and customer interaction strategies.
- Resolved escalated customer issues through effective problem-solving techniques.
- Entered and updated data accurately in company databases and spreadsheets.
- Reviewed documents for completeness and accuracy before data entry.
- Maintained confidentiality of sensitive information during data management tasks.
- Collaborated with team members to improve call handling processes.
- Provided technical support for service-related issues to ensure satisfaction.
- Conducted outbound calls to engage customers and promote products effectively.
- Utilized CRM systems to track interactions and maintain customer records efficiently.
- Managed customer inquiries and provided accurate information on services offered.
Remote Customer Service Representative
TEKsystems
Miami
02.2020 - 08.2022
- Assisted customers by providing product information and resolving inquiries.
- Managed customer complaints effectively to ensure satisfaction and retention.
- Processed orders accurately using company-specific software systems.
- Provided customer support through various communication channels.
- Resolved customer inquiries using company guidelines and policies.
- Documented interactions accurately in the customer relationship management system.
- Collaborated with cross-functional teams to enhance service delivery efficiency.
- Trained new agents on procedures and best practices for customer service.
- Managed customer accounts using CRM systems to ensure accurate information.
- Trained new representatives on company policies and customer service protocols.
- Escalated complex issues to appropriate departments for timely resolution.
- Maintained a positive attitude while handling high call volumes during peak times.
Administrative Assistant
Ashbury Retirement Center
Solomons
09.2011 - 02.2020
- Coordinated scheduling for resident activities and staff meetings.
- Managed correspondence and communication between residents and families.
- Assisted in maintaining resident files and confidential information.
- Supported financial processes, including billing and expense tracking.
- Organized supplies and equipment for daily operations.
- Facilitated training sessions for new administrative staff members.
- Collaborated with healthcare staff to ensure efficient patient care coordination.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
Customer Service Manager
Payless
Prince Frederick
06.2006 - 09.2011
- Managed daily customer service operations and team performance at Payless.
- Trained staff on customer engagement and problem-solving techniques.
- Developed and implemented service standards to enhance customer experience.
- Monitored feedback and adjusted strategies to improve service delivery.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Education
Northern High School
Owings, MDSkills
- Team leadership
- Customer engagement
- Conflict resolution
- Data entry management
- Technical support
- Customer relationship management
- Complaint handling
- Time management
- Process improvement
- Attention to detail
- Problem solving
- Customer service excellence
- Client engagement
- Data management
- Team Training
Timeline
Remote Customer Service Team Lead
Assurant
05.2022 - 09.2025
Remote Customer Service Representative
TEKsystems
02.2020 - 08.2022
Administrative Assistant
Ashbury Retirement Center
09.2011 - 02.2020
Customer Service Manager
Payless
06.2006 - 09.2011
Northern High School