Davia-Rae Johnson Email and Phone Number

I worked with the founder and CEO I managed her day to day activities scheduling, meetings and also worked as an operation manager where I managed her independent contractors

• I provided customer service support to different clients focusing on their customers and the issues they are facing. I provided email support as well as outbound and live chat support. . I solve customer tickets through Zendesk providing solutions and assisting customer with orders placed, missing orders and cancellations.

•I provided support to the company as an outsource administrator where I was in charge of the office focusing on rental and maintenance management, along with phone and arranging meetings for any employee or visiting client.•Vehicle management for Jamaica and Bahamas, Epay top-up for gas cards and vehicle dispatcher and transportation logistics for staff traveling to and from Jamaica.•I am also in charge of the reception where I register and manage business traveler, assist with the printing of business cards and office stationary.•I also assist employees with visa support to travel outside of Jamaica.•I assist and process utilities and any other bill for the company.

•Trained using the Exsell consultative customer experience where advocates were shown how to complete value proposition for business customers•Monitored and ensured customer experience quality was maintained whilst handling live contacts. Advocates were able to meet and exceed client targets.•Supported advocates on production and implemented different uptraining to ensure quality maintenance on contacts•Creating and maintaining client reports to track client’s mandatory course completion•Acted as hiring manager, conducted interviews and made final hiring decisions for different level advocates as well as team managers and administrative assistants

• Facilitated over 13 different groups of an average of 24 persons of both new hires and existing Consultants and Team Mangers and provided materials, tools and resources in training to ensure all new hires were properly equipped to provide excellent customer service to consumers daily• Implementing roleplays, activities, and innovating content to allow for consultant’s building of their communication skills, soft skills and rapport building. Ensuring they were able to clearly identify their customer’ wants, interests and needs with the features and benefits of our products.• Provided weekly assessments testing trainees knowledge and understanding of topic discussed • Created documents such as job aids, new trainings and used Excel sheets to track performances over a 60 to 90-day period after training, this was implemented across all lines of business for all trainers• Logged, updated, compiled payroll for all trainees’ hours to payroll officer every pay period to ensure correct pay was given.

•Handling a high-volume workload within a customer obsessed environment to resolve an average of 200 inquiries weekly surrounding AT&T and DIRECTV, including services, promotions, billing questions, payment issues and sales throughly the companies CRM system.•Recommended varying solutions to customers and providing alternative options that would enhance their overall entertainment experience.

Registered patients who visit the health clinic, arrange medical files in alphabetical order. Filed all medical records after each patient visit and registered new patients.