Jennifer  Johnson

Jennifer  Johnson

Customer Support Specialist                             Logistics Operations Coordinator

Summary

As a Customer Care Professional, I believe in bringing the Wow! All customers deserve the best service possible and I strive to provide that for whomever I come in contact with, even if I'm not at work. I truly believe you have to live and breathe it to make it really come alive.  The business world is too focused on speed and numbers, traditional service and 'caring' about customers is a lost art, my goal is bring that back, one person at a time.

Customer Support Professional In-Person | Call Centre | Online Support


Accomplished, versatile professional with extensive experience in providing exceptional customer service in person or in call centre and online environments. Highly skilled in customer communication technologies including email and LiveChat, with the ability to provide technical support and training to co-workers on basic computer functions and job required technology. Office culture focused self-starter driven to meet company needs and deadlines while working independently or collaborating within a team. Excellent reception and administrative capabilities with experience in managing invoicing and shipment processing. Quickly learns new technologies and duties. Adaptive and able to multi-task as needed.

Accomplishments

Customer Assistance

Worked with company systems such as SAP and LiveChat and diligently completed all assigned tasks, working overtime and alternate hours as needed.


Quality Communication

Interacted with 30+ sales representatives and over 100 business partners in US and Canada, ensuring reliable and high speed service to small and large business customers.


Computed Reports

Created and maintained departmental and company-wide documents (contact lists, training documents, quick reference sheets, etc.) on an ongoing basis.


Intranet Wiki Creation

Implemented the first departmental intranet site for Customer Care team using HTML, leading to the creation of a company-wide SharePoint intranet site which I helped create and maintain with the IT Team.

Remote Work Implementation

Worked with HR and Customer Care Leaders to implement the first ever remote work team at Roma Moulding as a beta test. Provided a Case Study to support the business needs as well as the benefits to the team and the company as a whole. 

Work History

Work History

Customer Care Representative/logistics Coordinator

Jun 2011 - Mar 2016
ROMA MOULDING
  • Provided support to both customers and sales team via phone, fax, email and LiveChat regarding order placement, stock checks, returns/replacements and general inquiries, as well as navigating company website and product catalogues and understanding promotions and product launches.
  • Processed credits, returns, payments and invoicing of orders.
  • Audited freight invoices and worked with appropriate departments to obtain credits/corrections.
  • Researched and kept up to date on industry practices, policies and new opportunities.
  • Served as backup coverage for reception, handling phones, walk-ins and deliveries, and backup for shipping/administration team, handling outbound mail, courier and LTL shipments and related logs.
  • Performed beta testing on new systems, initiatives and programs. 

Order Taker Home Agent

Jul 2010 - Apr 2011
PIZZA HUT
Order Taker Home Agent-Ontario Worked independently from home to take and process new orders, changes and cancellations by phone as well as assisting customers with coupons, specials and menu items, and up sell to enhance sales.

Advertising Sales Representative

May 1997 - Oct 2009
THE TORONTO STAR

Advertising Sales Representative-Toronto, Ontario Assisted customers with the wording, design and layout of their advertisement. Resolved customer complaints and rectified any make-goods as required. Data entry duties and copy typing of advertisements and related records. Performed business development initiatives by cold calling for new online/print advertising opportunities.

Customer Service Representative

Mar 1992 - May 1997
Zellers
Customer Service Representative-Scarborough, Ontario Assisted customers with the location and purchase of merchandise. Maintained sales floor and stock. Promptly and accurately cashed out customers using cash, credit or cheque transactions.

Education

Education

Continuing Education

Various - Ongoing

Courses taken both on campus and online:

Technical Communications, Fine and Traditional Art Courses; Digital Art Courses; Foundation Design; Introduction to XHTML and Intermediate HTML; Introduction to WordPress; Microsoft Excel – Beginners/Intermediate Training; Introduction to Conversational French, Level I and II.

Computer Programming and Analysis Diploma

1998
SENECA COLLEGE

Graduated with honours; Internet and Data Communications Specialist.

Skills

Skills

Customer Service

Team Player

Multi-tasker

Active Learner

Sales Support

Mentoring Coworkers

Administrative

Typing

Social Media

Web Technologies

MS Office

HTML

SAP

LiveChat

Invoicing

Reception

Sharepoint

Proofreadng

Technical Support

Data Entry and Collection

Shipping and Receiving