Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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WHITNEY JOHNSON

Quality Monitoring And Service Improvement Specialist
Alajuela

Summary

Experienced in retail and office environments, skilled in managing customer interactions and handling challenging situations. Transitioned from service desk agent to ITIL process controller, gaining insights into the information technology industry. Committed to continuous learning and growth in IT, equipped with a diverse skill set for success in any professional setting.

Overview

17
17
years of professional experience
2
2
years of post-secondary education
1
1
Language

Work History

Quality Monitoring and Service Improvement Special

ClearSource BPO
06.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.
  • Resolved problems, improved operations and provided exceptional service.

IT Customer Satisfaction Representative

ClearSource BPO
12.2023 - Current
  • Promoted additional products or services when appropriate, resulting in increased revenue generation for the organization.
  • Implemented process improvements in response to feedback from customers, resulting in enhanced satisfaction ratings.
  • Collaborated with cross-functional teams to resolve complex customer issues, ensuring a seamless experience for the client.
  • Maintained high-quality standards for customer interactions by consistently meeting or exceeding performance metrics.

ITIL Process Controller

Fujitsu America
01.2021 - 08.2021
  • When I was promoted to ITIL process controller I was immediately given the opportunity to lead training for new-hires into the account.
  • A training process of several weeks to prepare new-hires and teach them everything they need to know about processes, service level agreements, and day-to-day work.
  • When I wasn't in charge of training I was helping phone agents as their support staff.
  • Monitoring calls and performance and providing live assistance.
  • Working hand-in-hand with management and team leaders to ensure peak performance.

Service Desk Agent

Fujitsu America
08.2018 - 01.2021
  • I've been working with Fujitsu since I got my residency card in Costa Rica.
  • Joined the McDonald's account as a telephone agent.
  • Learned about troubleshooting, problem management, and offering an excellent customer experience via phone.
  • Additionally I have been working on e-mail correspondence and improving my performance metrics (AHT, calls per hour, and C-SAT).

Customer Service / Photo Center

Costco Wholesale
11.2013 - 12.2016
  • During my 3-year employment as a Costco agent I was in charge of processing transactions, assisting customers with their photo orders (kiosks, and printing), inventory handling and counting, on-floor customer service, among other tasks.
  • Among several skills I acquired working for Costco I also learned about flexibility, time management, and availability.

Customer Service Representative

Kroger Marketplace
05.2008 - 11.2013
  • As an cashier and customer service agent for Kroger I processed orders and handled face-to-face interactions with customers.
  • Additionally I was tasked with international money-transfer management.
  • Dealing with drawer changes and customer service complaints and refunds.

Education

Ouachita Baptist University -

Ouachita Baptist University
Arkadelphia, AK
08.2012 - 05.2014

Skills

Supportive interaction style

Strong technical skills

Detail-oriented data entry

Experience with Microsoft Office suite

Team supervision

Analytical problem-solving

Personal Information

  • Date of Birth: 12/23/93
  • Nationality: United States
  • Place of Birth: VA

Timeline

Quality Monitoring and Service Improvement Special

ClearSource BPO
06.2024 - Current

IT Customer Satisfaction Representative

ClearSource BPO
12.2023 - Current

ITIL Process Controller

Fujitsu America
01.2021 - 08.2021

Service Desk Agent

Fujitsu America
08.2018 - 01.2021

Customer Service / Photo Center

Costco Wholesale
11.2013 - 12.2016

Ouachita Baptist University -

Ouachita Baptist University
08.2012 - 05.2014

Customer Service Representative

Kroger Marketplace
05.2008 - 11.2013

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WHITNEY JOHNSONQuality Monitoring And Service Improvement Specialist