Summary
Overview
Work History
Education
Skills
Timeline
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Gaylene Johnson

Andover

Summary

Dynamic Customer Experience Team Lead at 4Front Energy with a proven track record in problem-solving and enhancing customer satisfaction. Skilled in CRM and adept at managing multiple tasks, I successfully trained new team members and improved operational efficiency through innovative solutions. Committed to delivering exceptional service and fostering cross-functional collaboration.

Overview

6
6
years of professional experience

Work History

Customer Experience Team Lead

4Front Energy
06.2020 - Current
  • Resolved complex customer issues by collaborating with other departments and finding creative solutions.
  • Trained and mentored new team members on best practices in customer interaction.
  • Led a team of customer service representatives, providing guidance and support to help them reach their full potential.
  • Participated in company-wide initiatives aimed at improving overall customer experience across all touchpoints.
  • Enhanced cross-functional collaboration by working closely with management, sales team and technical teams to resolve escalated issues quickly.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.

Customer Service Representative

Twin City Heating and Air
06.2019 - 06.2020
  • Monitored service requests and adjusted schedules dynamically to meet changing client needs effectively.
  • Implemented new scheduling software, resulting in smoother operations and increased efficiency.
  • Adapted quickly to changing circumstances, revising schedules as needed based on technician availability or client requests.
  • Coordinated with clients to resolve scheduling conflicts and ensure seamless service delivery.
  • Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.

Education

Blaine Senior High School
Blaine, MN

Skills

  • Problem-solving
  • Efficient data input
  • Proficient in managing multiple tasks
  • CRM expertise
  • Strong attention to detail

Timeline

Customer Experience Team Lead

4Front Energy
06.2020 - Current

Customer Service Representative

Twin City Heating and Air
06.2019 - 06.2020

Blaine Senior High School

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Gaylene Johnson