VICTORIA JOHNSON
Douglasville
Summary
Empathetic and highly adaptable customer service professional with over 8 years of experience supporting federal agencies, remote clients, and high-volume call center environments. Proven success in delivering exceptional patient and customer experiences via phone, email, and chat, while maintaining compliance with HIPAA and federal regulations. Proficient in CRM tools, SharePoint, and multitasking across multiple systems. Known for attention to detail, problem-solving, and consistently meeting performance goals.
Overview
10
10
years of professional experience
Work History
Management and Program Assistant
Internal Revenue Service
Chamblee
12.2024 - 02.2025
- Supported senior staff with scheduling, SharePoint documentation, and program tracking.
- Resolved workflow issues independently, and maintained reporting logs for cross-team efficiency.
Contact Representative
Internal Revenue Service
Chamblee
08.2024 - 12.2024
- Delivered technical assistance via phone for individuals and businesses with tax-related concerns.
- Researched accounts, identified discrepancies, and followed compliance procedures to resolve issues.
- Handled confidential data in compliance with federal regulations
Housing Specialist/Customer Service Agent
Apex Systems
Marietta
06.2021 - 11.2023
- Processed high-volume Section 8/HCV housing applications; verified documents, lease agreements, and eligibility.
- Maintained accurate records in Salesforce CRM; ensured readiness for audits.
- Recognized with “Top Producer” award for exceptional service and dedication.
Customer Service Representative
Turbo Tax
Marietta
01.2022 - 04.2022
- Provided multi-channel support for software issues; documented customer cases clearly and thoroughly.
- Delivered high-quality service in fast-paced, metrics-driven environment.
Data Entry Specialist
Ceva Logistics
Atlanta
03.2021 - 06.2021
- Managed data entry for shipments and inventory records.
- Maintained accuracy and supported daily operations for a large-scale logistics hub.
Administrative Assistant
Lashawn Masonry LLC
Marietta
07.2020 - 03.2021
- Managed schedules, supply inventory, and front-office communications.
- Assisted in maintaining internal task lists and urgent service requests.
Engineering Supervisor
US NAVY
San Diego
08.2015 - 04.2018
- Oversaw team safety, documentation, and sanitation practices in engineering environments.
- Maintained compliance with safety protocols and led facility inspections.
Education
High School Diploma -
Sterling High School
Somerdale, NJ01.2014
Skills
- Customer service and patient interaction
- Call center support (high volume)
- CRM systems (Salesforce, Microsoft Dynamics)
- Remote workflow and dual-monitor navigation
- SharePoint and Microsoft Office
- Intake 98, Web Help Desk, CART
- Problem resolution and conflict management
- Data entry and documentation
- Performance metrics: call quality, adherence, KPIs
Accomplishments
Top Producer Award, Apex Systems, 2022, Recognized for outstanding service and dedication during the COVID-19 Emergency Rental Assistance Program.
Timeline
Management and Program Assistant
Internal Revenue Service
12.2024 - 02.2025
Contact Representative
Internal Revenue Service
08.2024 - 12.2024
Customer Service Representative
Turbo Tax
01.2022 - 04.2022
Housing Specialist/Customer Service Agent
Apex Systems
06.2021 - 11.2023
Data Entry Specialist
Ceva Logistics
03.2021 - 06.2021
Administrative Assistant
Lashawn Masonry LLC
07.2020 - 03.2021
Engineering Supervisor
US NAVY
08.2015 - 04.2018
High School Diploma -
Sterling High School
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