Janisha Johnson has over 15 years of experience in customer service roles, including as a customer service representative, customer service assistant, technical support representative, and customer accounting specialist. She has strong communication skills, problem solving abilities, and proficiency with various software programs. Her experience demonstrates a dedication to providing excellent customer service and resolving customer issues.

1. JANISHA R JOHNSON
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize
customer dissatisfaction and increase customer loyalty.
Highlights
Excellent communication skills
Ability to communicate with customers in a
professional manner
Ability to follow management direction and take
constructive feedback
High customer service standards
Service solutions expert
Dedicated to process improvement
Conflict resolution proficiency
Strong problem solving ability
Troubleshooting skills
Telecommunications knowledge
Proficient with Microsoft Office Suite
Data Entry
10-Key by touch
Multi-channel contact center software
SAP
EDGEHEALTH
POLARIS
DART
Experience
INSIDE SALES SUPPORT
December 2014 to Current
POSIGEN － METAIRIE, LA
Support Sales Team division to facilitate proper operational flow.
Provide support in managing and tracking job installations.
Contact individuals by telephone to promote our products and services.
Explain the product or service to potential customers.
Deliver scripted sales pitch to the customer.
Adjust scripted sales pitch to meet needs of specific individuals.
Provide pricing details.
Obtain customer information including names and addresses.
Schedule appointments for sales staff to meet prospective customers.
Answer telephone calls from potential customers who are responding to advertisements.
Contact customers to follow up on initial interaction.
Conduct customer and marketing surveys.
CUSTOMER SERVICE ASSISTANT
March 2013 to March 2014
AT&T － METAIRIE, LA
Based on analysis provided via mechanized resolution system, screens and resolves customer problems and trouble
reports. Advises of action to be taken, gathers pertinent information for resolving customer troubles, follows system
testing to resolve problem or routes to appropriate center for clearing.
Explains the nature of the problem to the customer in non-technical terms, drawing on a basic knowledge of network
elements, trouble conditions, and equipment failures..
Explains feature and service operation procedures, documents customer's complaint, and enters trouble report into
mechanized system.
Negotiates and escalates commitment time if problem is not resolved during initial contact to meet customer
expectations. Will perform after hours call-outs when necessary to expedite the repair function.
Assist customers with complaint and special request.
Deals with customers who may be irate or difficult. Strong skills in courtesy and pleasant tone of service are required in
handling these contacts.
Provides customer/repair record information to internal company organizations as it relates to information distribution,
2621 FILMORE AVE, NEW ORLEANS LA 70122
Cell: 5044430797 - babyj630@yahoo.com

2. network, security, and Emergency 911 contacts.
Operates an input/output terminal, using standard keyboard, or other device, to receive and enter analyzed trouble reports
from computer based records system. Must have knowledge to access various system databases.
TECHNICAL SUPPORT REPRESENTATIVE
October 2006 to September 2012
COX COMMUNICATION － METAIRIE, LA
By phone, resolves service related to Cox products including but not limited to analog/digital video, DVRs, HD, Cox high
speed Internet and digital telephone by directing customers through a series of troubleshooting steps.
Assist customers with billing, collections, and sales inquiries and issues.
Educate customers on customer owned equipment such as TV, PCs, VCRs, etc.
Education on use of browser, use of emails, changing passwords and other member service features.
Assist customers with installing software, modem issues, TCP/IP and LAN settings and other functions by performing
detail troubleshooting and walk through steps.
Resolve problems on the first call with minimum transfers, truck rolls, or TEST DESK tickets by improving personal
technical knowledge and understanding.
When necessary schedule a service visit at customer's convenience
Resolves questions/concerns effectively and efficiently through the use of active listening and personalizing techniques
based on customers' needs.
CUSTOMER ACCOUNTING SPECIALIST
June 2005 to October 2006
AM/PM SERVICES/ENTERGY － LULING, LA
Train new clerks in using SAP software and specialize software including CCS< EWOC< MITT, and CIMS.
Maintenance of residential, commercial, and government accounts through SAP software.
Generate installations, removals, and replacement of meters.
Process move in, move outs, outages, and cancellations of work orders.
Research accounts to customer's satisfaction and reserve invoices and correct readings as necessary.
Accurately bill and invoice all accounts on a timely basis.
Receive, post, and maintain all donation for Giving Power Fuel Funds.
Perform account maintenance to setup customer on pledges for one-time or monthly donations.
Prepare and submit appropriate reports to fund coordinators.
Maintain spreadsheets including batch#, type of donation, jurisdiction, and dollar amount of each donation.
Responsible for providing support to ONE POINT TEAM and other departments.
HUMAN RESOURCE ASSISTANT
April 2004 to May 2005
DELTA QUEEN STEAMBOAT COMPANY － NEW ORLEANS, LA
Manages the administrative details of the recruitment process for the Staffing and HR managers.
Process all incoming applications and resumes on a daily basis.
Receive, screen and forward high volume telephone calls.
Send all applications and drug screening kits to candidates as required .
Filing of all Human Resources personnel forms into personal files.
Backup to Receptionist and Mailroom Clerk.
Provide basic employment information to inquirers.
Assist with New Hire processing up to and including check in process.
Assist HR staff with Career Fairs, i.e. travel/lodging and shipping supplies.
Process potential employee reference checks.
Education
NURSING
DILLARD UNIVERSITY － NEW ORLEANS, LA, UNITED STATES