Brianecia Johnson Email & Phone Number

Charlotte, Nc, Us

Establish rapport and resolve complex customer service issues. Energetic problem resolution using listening with empathy skills and has a passion for research and investigation. Coach and share knowledge with team members to enrich technical and communication skills. Champion the company vision and mission in all interactions.▪ Manage complex and escalated issues and follow issue through to resolution while keeping client informed of updates.▪ Conduct the proper research while collaborating with internal business partners to achieve the best possible outcome in issue resolution.▪ Defuse emotionally charged issues with clients while reestablishing brand confidence and loyalty.▪ Prepare written communications that accurately describe issues relevant to the specific complaint or inquiry and outline steps taken to resolve the issue.▪ Train 40+ new hires across three different sites. ▪ Provide feedback to management and other consultants to improve client interactions.

Charlotte, North Carolina Area

Interacted with clients, prospects, new entrants, and beneficiaries via Email and Live Chat. Provided direction to clients in the form of detailed information, methodical instructions, and meaningful next steps. Collaborated across the organization to communicate with clients in a timely and accurate manner.Leveraged multiple channels as needed to assist all clients to best fit their needs. Collaborated with IT business partners on the new Live Chat feature while providing feedback during the startup phase. Assisted with training team members on Live Chat function post the pilot stage. Served as a trainer for new hires ensuring new team members are adequately prepared to succeed on the Email / Live Chat Team.

Charlotte, North Carolina Area

Use products and behavior observation to influence client sales behaviors. Ensure clients have access to the best tool for the job and continued desire to renew services and contracts. Act as key account manager in the absence of other leaders. ▪ Interacted with clients, prospects, new entrants, and beneficiaries via Email and Live Chat. ▪ Project management and campaign to gain more than $2.3M in assets by communicating retirement and financial services. ▪ Provided problem resolution and instructions to clients in the form of detailed information and meaningful next steps. ▪ Collaborated with clients throughout the organization with a focus on retaining service continuity.▪ Leveraged multiple communication channels such as email, text, and phone to serve clients and fit their needs. ▪ Cross-functional communication with IT business partners on the Live Chat feature providing feedback throughout implementation.▪ Trained team members on Live Chat function and served as a trainer for new hires.▪ Explained and demonstrated retirement plan products and services within a call center environment.▪ Served as efficiency captain, assisting management with increasing team productivity.▪ Operated as primary point-of-contact (POC) for two premier institutions, updating staff on all institutional alerts.

Bachelor Of Arts - Ba, Business Administration; Marketing, Graduate

Graduate Certification, Human Resources Managment, 4.0