Roberta Johnson Email & Phone Number

Maintained a customer resolution rate of 95% over my tenure with the company.Upheld quality control policies and procedures to increase customer satisfaction.Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.Executed on-time and under budget project management to resolve complex issuesLed team engagement to assist cross-functional departments and achieve goals.

Set attainable daily, weekly and monthly goals and game plans for the grievance department.Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.Successfully multitasked while navigating various functions of the companies service management system.Volunteered to handle complaints and issues for manager during busy time periods.