Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Johnston

TORONTO

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Skilled in effective communication and problem-solving, I consistently transformed customer complaints into positive experiences, boosting loyalty and retention. Recognized for training new hires and fostering team collaboration to achieve service excellence.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

TBA
07.2020 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Representative

SupremeX
07.2017 - 06.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Support Specialist

Veritiv Operating Co, Unisource Worldwide
03.2012 - 07.2017
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Elevated customer support experience by adopting customer-first approach in all interactions.
  • Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.

Education

High School Diploma -

St Marks
England
01-1986

Skills

  • Customer service
  • Conflict resolution
  • Call handling
  • Issue resolution
  • Coaching and training
  • Effective communication
  • Active listening
  • Problem solving
  • Critical thinking
  • Problem resolution
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • Client relations
  • Professional telephone demeanor
  • Microsoft outlook
  • Follow-up skills
  • Call management
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Administrative support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Prioritization
  • Staff training
  • Building rapport

Timeline

Customer Service Representative

TBA
07.2020 - Current

Customer Service Representative

SupremeX
07.2017 - 06.2020

Customer Support Specialist

Veritiv Operating Co, Unisource Worldwide
03.2012 - 07.2017

High School Diploma -

St Marks

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Tracy Johnston