Rochelle Johnson
Charlottetown,PE
Summary
Detail-oriented and motivated entry-level biomanufacturing technician with foundational knowledge in bioprocessing and hands-on experience in a laboratory setting. Skilled in following standard operating procedures, maintaining precise records, and following cGMP guidelines of production.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Experienced in deadline-driven environments necessitating teamwork, communication skills, and strong multi-tasking abilities. Ready to contribute to the success of biomanufacturing projects and support the development of innovative biological products.
Overview
3
3
years of professional experience
Work History
SaaS Customer Support Representative (remote)
Pixieset
03.2022 - Current
- Resolved customer questions and issues by gathering information, analyzing needs, evaluating possible resolutions and implementing the best solutions.
- Troubleshooted and replicated any bugs with the user; replicated bugs were escalated to the Software Engineering team for resolution.
- Managed escalated situations with professionalism, ultimately resolving complex issues to the satisfaction of the user and company.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Contributed ideas and practical solutions to support process improvement efforts.
E-commerce Customer Experience Supervisor (remote)
PlantX
09.2021 - 02.2023
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints via phone, email, and live chat.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve mutually agreeable resolutions.
- Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
- Collaborated with other departments to ensure seamless communication and support for customers throughout the entire purchasing process.
- Created detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
- Reduced response time to customer inquiries by implementing an efficient ticketing system that prioritized urgent requests for assistance.
- Analyzed customer feedback data to identify trends and areas in need of improvement, informing future strategies and initiatives.
Technical Support Representative
ItelBpo
02.2021 - 08.2021
- Improved customer satisfaction by providing timely and accurate technical support relating to phone, internet, and TV inquiries or issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions to restore service and functionality.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
Bachelor of Science - Biotechnology
The University of The West Indies
Kingston, JamaicaCertificate - Biomanufacturing
CASTL
Charlottetown, PE04.2024
Skills
- Critical thinking and problem-solving
- Time management
- Curiosity, creativity, and life-long learning
- Dependability and attention to detail
- Resilience, flexibility, and agility
- Google Workspace
- Microsoft Office (Word, Excel, Power Point)
- Freshdesk, Zendesk, Intercom
- Jira, Confluence, Hubspot, Shopify
Languages
English
Native or Bilingual
Timeline
SaaS Customer Support Representative (remote)
Pixieset
03.2022 - Current
E-commerce Customer Experience Supervisor (remote)
PlantX
09.2021 - 02.2023
Technical Support Representative
ItelBpo
02.2021 - 08.2021
Bachelor of Science - Biotechnology
The University of The West Indies
Certificate - Biomanufacturing
CASTL
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