Toneshia Johnson
Gainesville
Summary
Detail-oriented Product Support Professional with expertise in customer service and technical support. Skilled in troubleshooting complex issues, managing escalations, and delivering impactful customer experiences across various channels. Committed to leveraging technical skills and fostering continuous improvement within a forward-thinking organization.
Overview
10
10
years of professional experience
Work History
Senior Product Support Representative
Thomson Reuters
Dallas
07.2022 - Current
- Managed escalations and resolved production-critical problems, minimizing downtime and ensuring service continuity
- Delivered high-quality customer and technical support, enhancing customer satisfaction and loyalty
- Provided timely support across a wide range of tax products, including inbound phone calls, emails, chat, and web submissions.
- Utilized internal resources and managed time effectively to resolve customer inquiries promptly
- Ensured adherence to departmental processes and procedures
- Assisted and collaborated with other internal teams, as needed
- Engaged in training projects to enhance team skills.
Customer Service Representative
HomeGoods, TJX Companies
Jefferson
08.2021 - 03.2022
- Answered high volume of customer calls, ensuring timely responses and effective issue resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback to implement process improvements that enhanced overall satisfaction.
- Assisted customers with appointment scheduling, special orders, and merchandise pick-up arrangements.
- Responded to customer requests for products, services and company information.
Claims Processing Specialist
Baker & Taylor
Commerce
07.2018 - 07.2021
- Evaluated accuracy and quality of data entered into agency management system to maintain integrity of information.
- Verified accuracy of computer system information by updating data.
- Outlined processes and procedures to efficiently fulfill and complete inquiries.
- Followed up with customers on unresolved issues to ensure timely resolution and satisfaction.
- Evaluated source documents to locate information needed for each data entry field.
Order Entry Clerk
Yes Videos
Norcross
05.2016 - 06.2018
- Completed accurate order entry and data verification.
- Guided customers in selecting products and services to meet their needs.
- Responded to customer inquiries and maintained account accuracy and updates.
- Documented shipping information for orders and tracked packages.
- Provided tracking information and resolved shipping or merchandise issues to enhance customer satisfaction.
- Prepared and packed boxes for overnight delivery.
- Received and followed pick sheets to gather merchandise for customer orders.
Education
Business & Finance -
Atlanta Job Corps Center
High School Diploma -
Berkmar High School
Skills
- SaaS Product Support
- Escalation Management
- Customer Experience
- Multi-Channel Support
- Case Management
- Root cause analysis
- Process optimization
- Knowledge management
- Technical writing
- CRM & Case Systems
- Microsoft Office Suite
- Team Collaboration
Accomplishments
- Awarded Overall MVP – Spring Tax Peak in recognition of exceptional performance, consistency, and measurable customer impact during one of the highest-volume and most demanding periods
- Promoted to Senior Product Support Representative within 2 years, demonstrating strong technical growth, adaptability, and ability to take on increased responsibility
- Exceeded all core performance metrics and KPIs, including Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handle Time (AHT)
- Consistently delivered high-quality support while maintaining efficiency in a fast-paced SaaS environment
- Recognized by leadership for reliability, ownership of customer issues, and strong performance under pressure
Timeline
Senior Product Support Representative
Thomson Reuters
07.2022 - Current
Customer Service Representative
HomeGoods, TJX Companies
08.2021 - 03.2022
Claims Processing Specialist
Baker & Taylor
07.2018 - 07.2021
Order Entry Clerk
Yes Videos
05.2016 - 06.2018
Business & Finance -
Atlanta Job Corps Center
High School Diploma -
Berkmar High School