Tynisha Johnson
Atlanta
Summary
Customer Care Team Lead known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and team leadership. Excel in communication, problem-solving, and empathy, ensuring positive outcomes in challenging customer service scenarios. Committed to delivering exceptional customer experiences through effective team guidance and support.
Overview
7
7
years of professional experience
Work History
Customer Care Team Lead
Trap City Cafe
Atlanta
02.2024 - Current
- Assessed team performance against established goals and objectives on an ongoing basis.
- Coached team members on problem solving techniques when dealing with challenging customers.
- Managed daily workflow of customer inquiries by assigning tasks appropriately among team members.
- Reviewed customer feedback regularly to identify areas for improvement or potential issues.
- Created reports that measure the effectiveness of customer service initiatives.
- Implemented solutions for improving response times, reducing costs, and increasing overall efficiency of operations.
- Conducted regular meetings with the customer care team to ensure quality performance and productivity.
- Identified opportunities for process automation that would improve overall efficiency.
- Provided guidance on complex technical problems or difficult customer interactions.
- Trained new customer care staff on company policies, procedures, products and services.
- Provided day-to-day leadership and direction to a team of customer care representatives.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Hookah Server
Trap City Cafe
Atlanta
09.2023 - Current
- Participated in staff meetings to discuss strategies for improving customer experience.
- Managed cash drawer accurately to ensure proper funds are present at end of shift.
- Resolved customer complaints in a professional manner.
- Resolved customer complaints promptly and professionally.
- Performed daily cleaning duties including wiping down surfaces, emptying ashtrays, sweeping and mopping floors.
- Responded quickly to any changes in the environment or customer preferences during shifts.
- Greeted guests and provided them with menus.
- Kept up with industry trends by researching new products or techniques used in other establishments.
- Regularly checked supplies such as tobacco, charcoal, and glassware for adequate inventory levels.
- Educated guests on different types of tobaccos available and their flavor profiles.
- Adhered to all health code standards while preparing hookahs for customers.
- Greeted customers, answered questions, and recommended specials to increase profits.
Musician
Warner Records
Atlanta
10.2020 - 03.2024
- Played live shows with full bands and solo performances.
- Created custom arrangements for songs to fit the venue or occasion.
- Organized rehearsals, concerts and events to promote upcoming projects.
- Traveled extensively to perform at various venues around the country.
- Managed social media accounts by creating content that engages fans online.
- Networked with industry professionals in order to secure new opportunities.
- Assisted with songwriting sessions by providing creative input and feedback.
- Collaborated with other musicians to create unique soundscapes.
- Assisted with marketing campaigns by creating content for social media platforms.
Cashier Team Lead
Shell Gas Station
Atlanta
10.2018 - 08.2020
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Assisted customers with locating items within the store when requested.
- Coordinated with other departments when additional support was needed during peak hours.
- Performed daily opening and closing procedures for the register area.
- Participated in weekly meetings to discuss upcoming promotions, initiatives, and strategies.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Trained new cashiers on proper use of registers and store policies.
- Assisted cashiers with resolving customer complaints and inquiries.
- Processed refunds and exchanges according to company policy.
- Tracked company inventories, moved excess stock, and arranged products to improve sales.
- Counted and balanced cashier drawers.
Education
High School Diploma -
Osborne High School
Marietta, GA05-2015
Skills
- Team management
- Customer service
- Performance assessment
- Conflict resolution
Timeline
Customer Care Team Lead
Trap City Cafe
02.2024 - Current
Hookah Server
Trap City Cafe
09.2023 - Current
Musician
Warner Records
10.2020 - 03.2024
Cashier Team Lead
Shell Gas Station
10.2018 - 08.2020
High School Diploma -
Osborne High School